This documentation supports the 20.02 version of BMC Live Chat.
To view an earlier version, select the version from the Product version menu.

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.

The following video demonstrates how to customize lables, buttons, and messages for Self Service Portal of BMC Live Chat:


 https://youtu.be/Zb4eb0W7xdY

To modify labels and messages

  1. From the Virtual Administration Console, select Self Service Portal >  Configuration.
  2. Select the Interfaces locale where locale is the locale, such as English or French and click Modify.
  3. To make sure that your changes are preserved in future upgrades, click Create Overlay.
  4. Modify the XML code as needed. The XML for the Self Service Portal is within the <new-ui> </new-ui> tags.

  5. Click Save to make your changes.
  6. To refresh setting changes without restarting Apache Tomcat, click Refresh Servlets.
  7. Open the Self Service Portal to review your changes.

Following are the configurable text strings in the Self Service Portal.  You can change the value of any of the text strings. 

Configurable text strings in the Self Service Portal

The following system messages are configurable in the Self Service Portal.

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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TypeElementDefault English textAdditional information
buttonbtn_applyApply 
buttonbtn_logoutLogout 
buttonbtn_rlaCancelCancel 
buttonbtn_rlaOfflineOfflineIf no agents are available the Chat now button changes to Offline.
buttonbtn_rlaOnlineChat nowWhen one or more agents are available, this button is displayed to self-service users.
buttonbtn_sendEmailSend 
buttonbtn_settingsSettings 
imageimg_default_agent_avatarresources/images/VA_default_avatar.pngThis 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.
imageimg_headerresources/images/bmc_header.pngThis image is displayed as the branded header. You can change the image to point to your own graphic in the images directory.
labellbl_assigneeAssignee: 
labellbl_cancelChatCancel chat 
labellbl_chatWithLiveAgentChat with Live Agent 
labellbl_closeClose 
labellbl_defTopicSelect a topic 
labellbl_detailsDetails 
labellbl_headerAsk %BOT%%BOT% is a system variable that displays the name of your virtual agent.
labellbl_headerAOLive Chat 
labellbl_initialQuestionStart typing your question 
labellbl_initialQuestionAOAsk a question?Not currently used.
labellbl_lastModifiedLast Modified Date: 
labellbl_lessInfoless infoIf the chat footer is expanded to display more information, this label appears in the footer.
labellbl_missedMessageTitleOne new Message 
labellbl_missedMessagesTitle%NUM% new messages%NUM% is a system variable that displays the number of new messages.
labellbl_moreInfomore infoIf the chat footer contains more information than can be displayed, this label appears.
labellbl_noAlertsNo alerts at the moment 
labellbl_noLinksNo links available at the moment 
labellbl_noSettingsNo settings at the moment 
labellbl_openChatsMy Open Chats 
labellbl_openIncidentsMy Open Incidents 
labellbl_receiveLanguageReceive messages in: 
labellbl_resumeChatResume chat 
labellbl_sendLanguageSend messages in: 
labellbl_startChatStart chat 
labellbl_subscribeSubscribe 
labellbl_unsubscribeUnsubscribe 
labellbl_updateHistoryUpdate History 
labellbl_va(virtual agent) 
system messagemsg_AddFilesLabelAdd New File(s) 
system messagemsg_AgentClosedSystem Message: {0} has closed this session.{0} is a system variable that displays the name of the support agent.
system messagemsg_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 messagemsg_AgentOnlineSystem Message: {0} is online and ready to chat.{0} is a system variable that displays the name of the support agent.
system messagemsg_AgentReleasedSystem Message: {0} has released this ticket for reassignment.{0} is a system variable that displays the name of the support agent.
system messagemsg_BrowseLabelBrowse on computer 
system messagemsg_chatQueuePositionYou are #[X] in line.[X] is a system message that displays the number for the place in line.
system messagemsg_chatQueuePositionMaxYou’re #[X] in line. Your estimated wait is more than [WT] minutes.

This message includes two system variables:

  • [X] displays the number for the place in line.
  • [WT] displays the number of minutes for the wait time.
system messagemsg_chatQueuePositionMinuteYou’re #[X] in line. Your estimated wait is [WT] minute.

This message includes two system variables:

  • [X] displays the number for the place in line.
  • [WT] displays the 1 minute of wait time.
system messagemsg_chatQueuePositionMinutesYou’re #[X] in line.  Your estimated wait is [WT] minutes.

This message includes two system variables:

  • [X] displays the number for the place in line.
  • [WT] displays the number of minutes for the wait time.
system messagemsg_DataAddedThe 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 messagemsg_DataModifiedThe 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 messagemsg_DataRemovedThe 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 messagemsg_DNDFilesLabelDrag and drop your files here 
system messagemsg_emptyEmailEmpty email field 
system messagemsg_emailSentEmail successfully sent to 
system messagemsg_expiryWarningLogin will expire in 
system messagemsg_greetingI’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 messagemsg_greetingLyncTopicsYou 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 messagemsg_greetingNoTopicsJust type in a question, keyword or phrase below and I’ll take you to the information you’re looking for. 
system messagemsg_greetingNoVAWelcome to Support Chat. Please enter a question and a chat technician will soon be with you. 
system messagemsg_greetingTopicsSelect 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 messagemsg_hasClosedhas closed the browser 
system messagemsg_hasJoinedhas rejoined the session 
system messagemsg_hiHi 
system messagemsg_IncidentGreetingIf 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:

  • <a class='rowUrl' href='/eschat/chat.jsp#/open_items'> - Do not modify this portion, as it opens a link to select an open incident.
  • <img src='resources/images/VA_link.png'> - This portion displays an image. You can remove the image or change the link to point to your own graphic in the images directory.
  • click here</a> - This portion is the hyperlink text that is displayed, as well as the closing tag for the link. You can change the text (click here), but not the closing tag (</a>).
system messagemsg_noChatItemsYou have no open chats 
system messagemsg_noIncidentItemsYou have no open incidents. 
system messagemsg_notValidEmailNot valid email 
system messagemsg_ofof 
system messagemsg_OrLabelor 
system messagemsg_QueueTransferSystem 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 messagemsg_SessionTransferSystem Message: This session is being transferred to another agent. 
system messagemsg_serverConnectionErrorServer connection error 
system messagemsg_systemMessageSystem Message: 
system messagemsg_typingMessage%AGENT% is typing%AGENT% is a system variable that displays the name of the support agent.
system messagemsg_uploadMessageNotificationhas uploaded files 
system messagemsg_UserAbandonedSystem 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 messagemsg_userCanceledChathas cancelled chat 
tabstabs

[{"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.

 Related topics

Configuring the Self Service Portal

Self Service Portal Configuration overview

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