Summary
How to change/customize the keywords used as Common commands in messaging integrations with virtual agent?
For example:
Command "agent" is used to Transfer to a live agent. Follow the below procedure to change the command to use some other keyword.
Release
Madrid and Newer
Instructions
- In the filter Navigator search for Messaging Apps Integration
- Open Microsoft Teams to see the integrated Teams instance
- Click on the Instance Name:

4. The Teams Adapter Config Page opens:

Note: The actual table is sys_cs_adapter_configuration_page_teams
Related Links
Refer below document to learn more about virtual agent integration with messaging apps and about conventional interface in messaging integrations:
https://docs.servicenow.com/csh?topicname=va-integration-messaging-apps.html&version=latest