Modifying labels and messages
As an administrator, you can modify messages and other text strings in the Self Service Portal. You can modify both the English text and the localized text.
In version 9.1.00, you could modify messages and text from the old user interface only. Starting with version 9.1.01, you can also modify messages and text in the new user interface.
The following video demonstrates how to customize lables, buttons, and messages for Self Service Portal of BMC Virtual Chat.
This topic contains the following sections:
To modify labels and messages
- From the Virtual Administration Console, select Self Service Portal > Configuration.
- Select the Interaces locale where locale is the locale, such as English or French and click Modify.
- To make sure that your changes are preserved in future upgrades, click Create Overlay.
Modify the XML code as needed. The XML for the new user interface is within the
<new-ui> </new-ui>tags.- Click Save to make your changes.
- To refresh setting changes without restarting Apache Tomcat, click Refresh Servlets.
- Open the Self Service Portal to review your changes.
Following are the configurable text strings in the new user interface. You can change the value of any of the text strings.
Configurable text strings in the new user interface
The following system messages are configurable in the new user interface.
Oops, it seems that you need to place a table or a macro generating a table within the Table Filter macro.
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Click any column heading to sort this table or change sort direction.
| Type | Element | Default English text | Additional information |
|---|---|---|---|
| button | btn_apply | Apply | |
| button | btn_logout | Logout | |
| button | btn_rlaCancel | Cancel | |
| button | btn_rlaOffline | Offline | If no agents are available the Chat now button changes to Offline. |
| button | btn_rlaOnline | Chat now | When one or more agents are available, this button is displayed to self-service users. |
| button | btn_sendEmail | Send | |
| button | btn_settings | Settings | |
| image | img_default_agent_avatar | resources/images/VA_default_avatar.png | This image is displayed as the avatar for any live agents who do not have a customer avatar in their profile. You can change the image to point to your own graphic in the images directory. |
| image | img_header | resources/images/bmc_header.png | This image is displayed as the branded header. You can change the image to point to your own graphic in the images directory. |
| image | img_va_avatar | esources/images/VA_avatar.png | This image is displayed as the avatar of the virtual agent. You can change the image to point to your own graphic in the images directory. |
| label | lbl_assignee | Assignee: | |
| label | lbl_cancelChat | Cancel chat | |
| label | lbl_chatWithLiveAgent | Chat with Live Agent | |
| label | lbl_close | Close | |
| label | lbl_defTopic | Select a topic | |
| label | lbl_details | Details | |
| label | lbl_header | Ask %BOT% | %BOT% is a system variable that displays the name of your virtual agent. |
| label | lbl_headerAO | Live Chat | |
| label | lbl_initialQuestion | Start typing your question | |
| label | lbl_initialQuestionAO | Ask a question? | Not currently used. |
| label | lbl_lastModified | Last Modified Date: | |
| label | lbl_lessInfo | less info | If the chat footer is expanded to display more information, this label appears in the footer. |
| label | lbl_missedMessageTitle | One new Message | |
| label | lbl_missedMessagesTitle | %NUM% new messages | %NUM% is a system variable that displays the number of new messages. |
| label | lbl_moreInfo | more info | If the chat footer contains more information than can be displayed, this label appears. |
| label | lbl_noAlerts | No alerts at the moment | |
| label | lbl_noLinks | No links available at the moment | |
| label | lbl_noSettings | No settings at the moment | |
| label | lbl_openChats | My Open Chats | |
| label | lbl_openIncidents | My Open Incidents | |
| label | lbl_receiveLanguage | Receive messages in: | |
| label | lbl_resumeChat | Resume chat | |
| label | lbl_sendLanguage | Send messages in: | |
| label | lbl_startChat | Start chat | |
| label | lbl_subscribe | Subscribe | |
| label | lbl_unsubscribe | Unsubscribe | |
| label | lbl_updateHistory | Update History | |
| label | lbl_va | (virtual agent) | |
| system message | msg_AddFilesLabel | Add New File(s) | |
| system message | msg_AgentClosed | System Message: {0} has closed this session. | {0} is a system variable that displays the name of the support agent. |
| system message | msg_AgentOffline | {0} has logged out of the chat portal at {1} | {0} is a system variable with the name of the support agent. {1} is a system variable with the time. |
| system message | msg_AgentOnline | System Message: {0} is online and ready to chat. | {0} is a system variable that displays the name of the support agent. |
| system message | msg_AgentReleased | System Message: {0} has released this ticket for reassignment. | {0} is a system variable that displays the name of the support agent. |
| system message | msg_BrowseLabel | Browse on computer | |
| system message | msg_chatQueuePosition | You are #[X] in line. | [X] is a system message that displays the number for the place in line. |
| system message | msg_chatQueuePositionMax | You’re #[X] in line. Your estimated wait is more than [WT] minutes. | This message includes two system variables:
|
| system message | msg_chatQueuePositionMinute | You’re #[X] in line. Your estimated wait is [WT] minute. | This message includes two system variables:
|
| system message | msg_chatQueuePositionMinutes | You’re #[X] in line. Your estimated wait is [WT] minutes. | This message includes two system variables:
|
| system message | msg_DataAdded | The following associated data has been added:<ul><li>{0}</li></ul> | This message includes HTML formatting for an unordered (bullet) list. You can change the formatting to an ordered (numbered) list. {0} is a system variable that for each line in the list displays the applicable data. |
| system message | msg_DataModified | The following associated data has been modified:<ul><li>{0}</li></ul> | This message includes HTML formatting for an unordered (bullet) list. You can change the formatting to an ordered (numbered) list. {0} is a system variable that for each line in the list displays the applicable data. |
| system message | msg_DataRemoved | The following associated data has been removed:<ul><li>{0}</li></ul> | This message includes HTML formatting for an unordered (bullet) list. You can change the formatting to an ordered (numbered) list. {0} is a system variable that for each line in the list displays the applicable data. |
| system message | msg_DNDFilesLabel | Drag and drop your files here | |
| system message | msg_emptyEmail | Empty email field | |
| system message | msg_emailSent | Email successfully sent to | |
| system message | msg_expiryWarning | Login will expire in | |
| system message | msg_greeting | I’m %BOT%, I’ve been designed to make your time on our site as fast and efficient as possible. | %BOT% is a system variable that displays the name of your virtual agent. |
| system message | msg_greetingLyncTopics | You are currently chatting with a Virtual Agent. If you would like to chat with a Live Agent select a topic and click on ‘Chat Now’ below. | |
| system message | msg_greetingNoTopics | Just type in a question, keyword or phrase below and I’ll take you to the information you’re looking for. | |
| system message | msg_greetingNoVA | Welcome to Support Chat. Please enter a question and a chat technician will soon be with you. | |
| system message | msg_greetingTopics | Select a topic, then just type in a question, keyword or phrase below and I’ll take you to the information you`re looking for. | |
| system message | msg_hasClosed | has closed the browser | |
| system message | msg_hasJoined | has rejoined the session | |
| system message | msg_hi | Hi | |
| system message | msg_IncidentGreeting | If your enquiry is related to an existing incident, please <a class='rowUrl' href='/eschat/chat.jsp#/open_items'><img src='resources/images/VA_link.png'>click here</a> | This message includes the following HTML formatting:
|
| system message | msg_noChatItems | You have no open chats | |
| system message | msg_noIncidentItems | You have no open incidents. | |
| system message | msg_notValidEmail | Not valid email | |
| system message | msg_of | of | |
| system message | msg_OrLabel | or | |
| system message | msg_QueueTransfer | System Message: This session is being transferred to the support queue: {0} | {0} is a system variable that displays the name of the support queue. |
| system message | msg_SessionTransfer | System Message: This session is being transferred to another agent. | |
| system message | msg_serverConnectionError | Server connection error | |
| system message | msg_systemMessage | System Message: | |
| system message | msg_typingMessage | %AGENT% is typing | %AGENT% is a system variable that displays the name of the support agent. |
| system message | msg_uploadMessageNotification | has uploaded files | |
| system message | msg_UserAbandoned | System Message: {0} has closed this session and marked it as abandoned. | {0} is a system variable that displays the name of the self-serve user. |
| system message | msg_userCanceledChat | has cancelled chat | |
| tabs | tabs | [{"id":"chat","name":"Chat","iconCode":"__icon-comments","classAppender":"first"}, {"id":"open_items","name":"Open Items","iconCode":"__icon-file_text","classAppender":"middle"}, {"id":"links","name":"Quick Links","iconCode":"__icon-link","classAppender":"middle"}, {"id":"alerts","name":"Alerts","iconCode":"__icon-exclamation_circle tab","classAppender":"last"}] | You can change the name value for any tab. You can change the iconCode value to any other value in the CSS. The img value is deprecated and ignored. Warning - Do not change other values, such as the id value. Changing other values might break functionality in the Self Service Portal. |
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