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Description

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 or Environment

Madrid and Newer

Instructions

  1. In the filter Navigator search for Messaging Apps Integration
  2. Open Microsoft Teams to see the integrated Teams instance 
  3. Click on the Instance Name:
          image.png
         
             4. The Teams Adapter Config Page opens:
 
           image.png
 
           Note: The actual table is sys_cs_adapter_configuration_page_teams

Additional Information

Refer below document to learn more about virtual agent integration with messaging apps and about conventional interface in messaging integrations: 

https://docs.servicenow.com/bundle/newyork-performance-analytics-and-reporting/page/administer/virtual-agent/concept/va-integration-messaging-apps.html

Article Information

Last Updated:2020-01-28 13:57:55
Published:2020-01-28