<script custom-tag="" type="application/ld+json">{"@context":"https://schema.org","@type":"TechArticle","headline":"How can I edit the Support Chat idle prompt?","image":"http://support.servicenow.com/29f1d2661baf6010cafa53d8624bcb43.iix","author":{"name":"ServiceNow Support","url":"http://support.servicenow.com/now"},"keywords":"ServiceNow, NowSupport public Knowledge Base articles, Support and Troubleshooting,KB0696863,","wordcount":"483","publisher":"ServiceNow","url":"https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0696863","datePublished":"2018-08-31","dateCreated":"2018-08-30","dateModified":"2022-05-20","description":"<h2>How can I edit the Support Chat idle prompt?</h2><br/><div style=\"overflow-x:auto\"><article><div ><h3 >Description</h3><section><style type=\"text/css\"><!--\r\ndiv.margin{\r\n padding: 10px 40px 40p","articleBody":"<h2>How can I edit the Support Chat idle prompt?</h2><br/><div style=\"overflow-x:auto\"><article><div ><h3 >Description</h3><section><style type=\"text/css\"><!--\r\ndiv.margin{\r\n padding: 10px 40px 40px 30px;\r\n}\r\n\r\ntable.tocTable{\r\n border: 1px solid;\r\n border-color:#E0E0E0;\r\n background-color: rgb(245, 245, 245);\r\n padding-top: .6em;\r\n padding-bottom: .6em;\r\n padding-left: .9em;\r\n padding-right: .6em;\r\n}\r\n\r\ntable.noteTable{\r\n border:1px solid;\r\n border-color:#E0E0E0;\r\n background-color: rgb(245, 245, 245);\r\n width: 100%;\r\n border-spacing:2;\r\n}\r\n\r\ntable.internaltable {\r\n white-space:nowrap;\r\n text-align:left;\r\n border-width: 1px;\r\n border-collapse: collapse;\r\n font-size:14px;\r\n width: 85%;\r\n}\r\n\r\ntable.internaltable th {\r\n border-width: 1px;\r\n padding: 5px;\r\n border-style: solid;\r\n border-color: rgb(245, 245, 245);\r\n background-color: rgb(245, 245, 245);\r\n}\r\n\r\ntable.internaltable td {\r\n border-width: 1px;\r\n padding: 5px;\r\n border-style: solid;\r\n border-color: #E0E0E0;\r\n color: #000000;\r\n}\r\n\r\n.title {\r\n color: #D1232B;\r\n font-weight:normal;\r\n font-size:28px;\r\n}\r\n\r\n\r\nh1{\r\n color: #D1232B;\r\n font-weight:normal;\r\n font-size:21px;\r\n margin-bottom:-5px\r\n}\r\n\r\nh2{\r\n color: #646464;\r\n font-weight:bold;\r\n font-size:18px;\r\n}\r\n\r\nh3{\r\n color: #000000;\r\n font-weight:BOLD;\r\n font-size:16px;\r\n text-decoration:underline;\r\n}\r\n\r\nh4{\r\n color: #646464;\r\n font-weight:BOLD;\r\n font-size:15px;\r\n text-decoration:;\r\n}\r\n\r\nh5{\r\n color: #000000;\r\n font-weight:BOLD;\r\n font-size:13px;\r\n text-decoration:;\r\n}\r\n\r\nh6{\r\n color: #000000;\r\n font-weight:BOLD;\r\n font-size:14px;\r\n text-decoration:;\r\n}\r\n\r\nul{\r\n list-style: disc outside none;\r\n margin-left: 0;\r\n}\r\n\r\nli {\r\n padding-left: 1em;\r\n}\r\n--></style>\r\n<div class=\"margin\"><br /><br />\r\n<h1>Description</h1>\r\n<hr style=\"border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;\" />\r\n<p>The connect support chat idle prompt has a default message of 'Are you still there?'. This default message can be edited within the connect_support_idle_prompt UI Macro. Please note however, that the idle prompt modal template itself cannot be modified.</p>\r\n<h1>Procedure</h1>\r\n<hr style=\"border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;\" />\r\n<p>You can edit the message that is shown in the chat idle prompt by editing the connect_support_idle_prompt UI macro.</p>\r\n<ol style=\"list-style-position: inside;\"><li>Log into your instance as an admin</li><li>Go to System UI > UI Macros</li><li>Search and open the UI Macro "connect_support_idle_prompt"</li><li>In the XML field, edit the gs.getMessage as you see fit:</li></ol>\r\n<div><?xml version="1.0" encoding="utf-8" ?></div>\r\n<div><j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null"></div>\r\n<div><h2>${gs.getMessage('Are you still there?')}</h2></div>\r\n<div></j:jelly></div>\r\n<p> </p>\r\n<h1>Applicable Versions</h1>\r\n<hr style=\"border-top-width: 1px; border-top-style: solid; border-top-color: #cccccc;\" />\r\n<p>All</p>\r\n<h1> </h1>\r\n</div></section></div></article></div>"}</script>