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 labels, buttons, and messages for Self Service Portal of Live Chat:
To modify labels and messages
- From the Virtual Administration Console, select Self Service Portal > Configuration.
- Select the Interfaces 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 Self Service Portal 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 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.
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| Type | Element | Default English text | Additional information |
|---|---|---|---|
| button | btn_apply | Apply | Label for Apply button in Settings. |
| button | btn_logout | Logout | Label for Logout button in the menu. |
| button | btn_rlaCancel | Cancel | Label for Cancel Chat button. |
| button | btn_rlaOffline | Offline | If no agents are available the Chat now button changes to Offline. |
| button | btn_rlaOnline | Chat now | Label for Chat Now button. |
| button | btn_sendEmail | Send | Label for Send Email button. |
| button | btn_settings | Settings | Label for Settings option in the menu. |
| label | lbl_assignee | Assignee: | Label for assignee of the incident when looking at My Open Incidents. |
| label | lbl_cancelChat | Cancel chat | The tooltip text for Cancel chat option in My Open Chats. |
| label | lbl_close | Close | Label for closing an alert. |
| label | lbl_defTopic | Select a topic | Default text displayed in the topic menu selection. |
| label | lbl_details | Details | Label for the alert details on the Alerts tab. |
| label | lbl_header | Ask %BOT% | Title in the Self Service Portal header. |
| label | lbl_headerAO | Live Chat | Title in the Self Service Portal header when set up as Agent Only. |
| label | lbl_initialQuestion | Start typing your question | Default text in chat area of Self Service Portal. |
| label | lbl_lastModified | Last Modified Date: | Label for last modified date for incident when looking at My Open Incidents. |
| 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 | Pop up notification title for one missed message in Self Service Portal. |
| label | lbl_missedMessagesTitle | %NUM% new messages | Pop up notification title for multiple missed messages in Self Service Portal. |
| label | lbl_moreInfo | more info | If the chat footer is expanded to display more information, this label appears in the footer. |
| label | lbl_noAlerts | No alerts at the moment | Default no alert message displayed on the Alert tab. |
| label | lbl_noLinks | No links available at the moment | Default no links message displayed on the Quick Links tab. |
| label | lbl_openChats | My Open Chats | Header for My Open Chat on Open Items tab. |
| label | lbl_openIncidents | My Open Incidents | Header for My Open Incidents on Open Items tab. |
| label | lbl_receiveLanguage | Receive messages in: | Field label in Settings for receiving messages. |
| label | lbl_resumeChat | Resume chat | The tooltip text for continuing a chat from My Open Incidents. |
| label | lbl_sendLanguage | Send messages in: | Field label in Settings for sending messages. |
| label | lbl_startChat | Start chat | The tooltip text for starting a chat from My Open Incidents. |
| label | lbl_subscribe | Subscribe | Label for the subscribe link on the Alerts tab. |
| label | lbl_unsubscribe | Unsubscribe | Label for the unsubscribe link on the Alerts tab. |
| label | lbl_updateHistory | Update History | |
| label | lbl_va | (virtual agent) | If Self Service Portal is set up to use virtual agent, the description that is added to 'Jenn' to signify that she is a virtual agent. |
| system message | msg_AddFilesLabel | Add New File(s) | After adding an attachment, the text displayed to add an additional attachment in Self Service Portal. |
| system message | msg_AgentClosed | System Message: {0} has closed this session. | The message displayed in Self Service Portal when agent closes the chat. |
| system message | msg_AgentOffline | {0} has logged out of the chat portal at {1}. | The message displayed in Self Service Portal when a support agent goes offline. |
| system message | msg_AgentOnline | System Message: {0} is online and ready to chat. | The message displayed in Self Service Portal when a support agent is online. |
| system message | msg_AgentHasJoined | System Message: {0} has joined. | The message displayed in Self Service Portal when agent joins the chat. |
| system message | msg_AgentReleased | System Message: {0} has released this ticket for reassignment. | The message displayed in Self Service Portal when agent releases the chat. |
| system message | msg_BrowseLabel | Browse on computer | Label for the browse link when adding attachments in Self Service Portal. |
| 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. | The message displayed in Self Service Portal when the queue wait is longer than 5 minutes. |
| system message | msg_chatQueuePositionMinute | You’re #[X] in line. Your estimated wait is [WT] minute. | The message displayed in Self Service Portal when the queue wait is about a minute. |
| system message | msg_chatQueuePositionMinutes | You’re #[X] in line. Your estimated wait is [WT] minutes. | The message displayed in Self Service Portal for when the queue wait is more than two minutes and less than six minutes. |
| 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_DNDFilesLabel | Drag and drop your files here | Text displayed for dragging and dropping attachments in Self Service Portal. |
| system message | msg_emptyEmail | Empty email field | Warning in Self Service Portal when trying to send email when email field is empty. |
| system message | msg_emailSent | Email successfully sent to | Message in Self Service Portal after an email is sent. |
| system message | msg_expiryWarning | Login will expire in | Self Service Portal timeout warning. |
| system message | msg_greeting | I’m %BOT%, I’ve been designed to make your time on our site as fast and efficient as possible. | With the virtual agent (Jenn) is enabled, the welcome message displayed after Self Service Portal. |
| 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. | When topic selection is disabled, the message appended after the welcome message. |
| system message | msg_greetingNoVA | Welcome to Support Chat. Please enter a question and a chat technician will soon be with you. | With 'Agent Only' set, the welcome message after logging into Self Service Portal. |
| 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. | With topics enabled, the message appended after the welcome message. |
| system message | msg_hasClosed | has closed the browser | System message displayed in the conversation in Self Service Portal when end user closes browser. |
| system message | msg_hasReJoined | has rejoined | System message displayed in the conversation in Self Service Portal when end user rejoins the conversation. |
| system message | msg_hasLogout | has logged out | System message displayed in the conversation in Self Service Portal when end user logs out. |
| system message | msg_hi | Hi | The 'Hi' that the virtual agent initially greets the end user with. |
| 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 | On Open Items tab, this message is displayed when the end user has no open chats. |
| system message | msg_noIncidentItems | You have no open incidents. | On Open Items tab, this message is displayed when the end user has no open incidents. |
| system message | msg_notValidEmail | Not valid email | Warning in Self Service Portal when trying to send email when email is not valid. |
| 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} | System message displayed in the conversation in Self Service Portal when a support agent transfers the chat to another queue. |
| system message | msg_RequestEscalated | System Message: This session is being transferred to the support queue: {0} | System message displayed in the conversation in Self Service Portal when a pending chat is escalated to another queue. |
| system message | msg_RequestRoutedBack | System Message: This session transfer to another agent has timed out. | System message displayed in the conversation in Self Service Portal when the chat transfer to another agent times out. |
| system message | msg_SessionTransfer | System Message: This session is being transferred to another agent. | System message displayed in the conversation in Self Service Portal when the chat is being transferred to another agent. |
| system message | msg_serverConnectionError | Server connection error | Error displayed in Self Service Portal when it cannot connect to server. |
| system message | msg_systemMessage | System Message: | |
| system message | msg_typingMessage | %AGENT% is typing | Message is Self Service Portal signifying when the support agent is typing. |
| system message | msg_uploadMessageNotification | has uploaded files | System message displayed in the conversation in Self Service Portal when the end user added an attachment. |
| system message | msg_UserAbandoned | System Message: {0} has closed this session and marked it as abandoned. | System message displayed in the conversation in Self Service Portal when the live agent marks a chat abandoned. |
| system message | msg_userCanceledChat | has cancelled chat | System message displayed in the conversation in Self Service Portal when the end user cancels the chat. |
| system message | msg_ticketCreatedSysMsg | System message displayed in the conversation in Self Service Portal when a ticket is created. Important: The default message comes from Smart IT. | |
| system message | msg_requestCreatedSysMsg | System message displayed in the conversation in Self Service Portal when a ticket is created that resulted in a service request. Important: The default message comes from Smart IT. | |
| 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"}] | Properties for each tab in Self Service Portal. You can add/remove tabs. |
| tabs | tabs.id | Unique ID for the tab (do not change) | |
| tabs | tabs.name | The tab name displayed in Self Service Portal. | |
| tabs | tabs.iconCode | The icon displayed next to the tab name in Self Service Portal. | |
| tabs | tabs.classAppender | The order the tabs are displayed in Self Service Portal. (first/middle/last) |
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