How to customize the Welcome messages and Greetings TopicDescription: Many customers wanted to have their own welcome messages and wanted to remove few options with Greeting topics. 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text-indent:-18.0pt;} @list l4:level6 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} @list l4:level7 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l4:level8 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l4:level9 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} @list l5 {mso-list-id:1410493750; mso-list-type:hybrid; mso-list-template-ids:-708165096 262725384 134807577 134807579 134807567 134807577 134807579 134807567 134807577 134807579;} @list l5:level1 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level2 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level3 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} @list l5:level4 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level5 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level6 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} @list l5:level7 {mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level8 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; text-indent:-18.0pt;} @list l5:level9 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:right; text-indent:-9.0pt;} --> System Messages common to Teams and Slack How to change the default welcome message "Hi, I'm your Virtual Agent. Let me know how I can help you today."?Teams - Marked in green with the attached screenshot.SlackAnswer: Go to the sys_ui_message table.In the Key column of the table, search for the Hi, I'm your Virtual Agent. Let me know how I can help you today message record.Open the record and modify the message in the Message column as per your use case. How to change "TOPIC Selection" message?Teams - Marked in red with the attached screenshot.SlackAnswer: Go to the sys_properties table.in the Name column of the table, search for the com.glide.cs.topic_picker_msgproperty record.Open the record and modify the message in the Value column as per your use case. How to change the "Link Account Message"?TeamsSlackAnswer: Go to the sys_properties table.In the Name column of the table, search for the com.glide.cs.link_account_msg property record.Open the record and modify the message in the Value column as per your use case. How to change the live agent not available message "There are no agents available at the moment. Please try again later."?TeamsSlackAnswer: Go to the sys_cs_live_agent_setup table.in Name column of the table, search for the Chat Setup record.Open the record and modify the message in the No Agents Available message column as per your use case. System Messages specific to Teams How to change the account linked success message "Thanks for linking your ServiceNow account! "?TeamsAnswer: Go to the sys_ui_message table.In the Key column of the table, search for the "Thanks for linking your ServiceNow account!" record.Open the record and modify the message in the Message column as per your use case. How to change the available topics list message "Here are available topics I can help with." shown in the below screenshot.?Answer: Go to the sys_ui_message table.In the Key column of the table, search for the Here are available topics I can help with." record.Open the record and modify the message in the Message as per your use case. System Messages specific to Slack How to change the account linked success message "Thanks for linking your ServiceNow account!"?SlackAnswer: Go to the sys_properties table.In the Name column of the table, search for the "com.glide.cs.linking_account.message" property record .Open the record and modify the message in the Value column as per your use case. General Queries How to change the Bot messages? Answer: Go to the sys_cs_provider_application table.Select the Bot you want and open its record.You can see many Bot messages associated with that particular Bot.Change the required Bot messages. Whether I can remove "Check out Tips" and "Continue as Guest" options from the greeting topic (see the images below)?Teams Slack Answer: No. At any point of time only one options can be removed. You can only remove one option at a time. For example, remove the "Continue as Guest" option.For more details refer KB0859534. Typographical Emphasis Teams How to make the word as Bold or Italic? Answer : Go to the respective tables or system property (mentioned in answer 2 above) <!-- /* Style Definitions */ p.MsoNormal, li.MsoNormal, div.MsoNormal {mso-style-unhide:no; mso-style-qformat:yes; mso-style-parent:""; margin:0cm; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman",serif; mso-fareast-font-family:"Times New Roman";} p {mso-style-priority:99; mso-margin-top-alt:auto; margin-right:0cm; mso-margin-bottom-alt:auto; margin-left:0cm; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman",serif; mso-fareast-font-family:"Times New Roman";} p.MsoListParagraph, li.MsoListParagraph, div.MsoListParagraph {mso-style-priority:34; mso-style-unhide:no; mso-style-qformat:yes; margin-top:0cm; margin-right:0cm; margin-bottom:0cm; margin-left:36.0pt; mso-add-space:auto; mso-pagination:widow-orphan; font-size:12.0pt; font-family:"Times New Roman",serif; mso-fareast-font-family:"Times New Roman";} p.MsoListParagraphCxSpFirst, li.MsoListParagraphCxSpFirst, div.MsoListParagraphCxSpFirst {mso-style-priority:34; 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text-indent:-9.0pt;} @list l1 {mso-list-id:1446192479; mso-list-template-ids:-94322112;} @list l1:level1 {mso-level-text:"%1\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:18.0pt; text-indent:-18.0pt;} @list l1:level2 {mso-level-number-format:alpha-lower; mso-level-text:"%2\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:36.0pt; text-indent:-18.0pt;} @list l1:level3 {mso-level-number-format:alpha-lower; mso-level-text:"%3\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:72.0pt; text-indent:-18.0pt;} @list l1:level4 {mso-level-text:"\(%4\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:72.0pt; text-indent:-18.0pt;} @list l1:level5 {mso-level-number-format:alpha-lower; mso-level-text:"\(%5\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:90.0pt; text-indent:-18.0pt;} @list l1:level6 {mso-level-number-format:roman-lower; mso-level-text:"\(%6\)"; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:108.0pt; text-indent:-18.0pt;} @list l1:level7 {mso-level-tab-stop:none; mso-level-number-position:left; margin-left:126.0pt; text-indent:-18.0pt;} @list l1:level8 {mso-level-number-format:alpha-lower; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:144.0pt; text-indent:-18.0pt;} @list l1:level9 {mso-level-number-format:roman-lower; mso-level-tab-stop:none; mso-level-number-position:left; margin-left:162.0pt; text-indent:-18.0pt;} --> To make the text as "Bold" - use **...**. For example, **Virtual Agent.**To make the text as Italic use *...*. For rexample, *help*. Whether I can change the font and colour of the Text?Answer : No, you cannot change the font and color of the text. References: KB0859534, KB0995114, CSTASK273265, CSTASK258960.