This documentation supports the 20.08 version of Live Chat. To view an earlier version, select the version from the Product version menu.

Enabling and modifying the system messages

As an administrator, you can enable typing notifications that are displayed to the end-users in Self Service Portal and the support agents. You can also customize the default messages or add localized messages. 

Important

The following messages are not localized:

"websocket.session-timeout.title": "Your session has ended.",
"websocket.session-timeout.content": "Refresh your browser to send and receive messages.",
"websocket.msg-status.not-delivered": "Not delivered",
"websocket.network-connection-error.title": "Network connection error.",
"websocket.network-connection-error.content": "Refresh your browser to connect to send and receive messages."

If you want to localize these message, see To modify the default messages or add localized system messages in Self Self Portal

Related topics

Accessing-and-navigating-the-agent-console

Accessing-and-navigating-Self-Service-Portal

Typing notifications are displayed to agents and end-users in the following scenarios:

  • If an agent and the end user are on different pods, by default, the notifications are displayed. As an administrator, you can disable the notifications. 
  • If an agent and the end user are on the same pod, by default, the notifications are displayed and cannot be disabled. 


To disable typing notifications

  1. From the IT Home page, select Virtual Agent > Virtual Chat Administration Console.
  2. Select Self Service Portal > Configuration. 
  3. From the list of entries, select System Configuration and click Modify.
  4. In the Configuration section, click one of the following options: 
    • If an overlay exists, click Open Overlay. 
    • If an overlay does not exist, click Create Overlay. 
  5. To disable the typing notifications, in the <sendTypingUpdateToOtherCNSNodes> tag, change the value to false.
  6. Save the settings. 
  7. In the Self Service Portal Configuration screen, click Apply.
  8. Click Refresh Servlets.




To modify the default messages or add localized system messages in Self Self Portal

  1. From the IT Home page, select Virtual Agent > Virtual Chat Administration Console.
  2. Select Self Service Portal > Configuration. 
  3. Modify the default system messages:
    1. From the list of entries, select Interfaces English and click Modify.
    2. In the Configuration section, click one of the following options: 
    3. If an overlay exists, click Open Overlay. 
    4. If an overlay does not exist, click Create Overlay. 
    5. Select the message that you want to customize from the msg_message title tag and replace the default text with the modified message. 

      The following image shows an example of customizing the typing notifications:
      Custom_system_messages.png

  4. Save the changes. 
  5. If you want to localize the customize message, repeat these steps for each Interface locale entry that you want to use. 
  6. Click Refresh Servlets to apply the changes. 

 

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