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Question

Live Agent Handoff - Message Brokering

  • February 18, 2026
  • 1 reply
  • 24 views
R
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Hi,

 

We are establishing LiveAgent handoff with message brokering (Servicenow is our ITSM).

Is there an option to update the message that bot sends to user?

For example, when there are no active agents, we see message as “I attempted to start a live agent chat for you, but there are currently no agents available to handle your request, so you were not added to the queue.”.

Do we have ability to update this message to give more instructions like file a ticket etc. ?

 

Also, we won't have any agents at all on Sundays, is it possible to define that if someone tries to reach out on US Sunday or after hours, add a message that they are reaching after hours?

1 reply

Kevin Mok
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  • Kevin Mok
  • Community Manager
  • February 19, 2026

Hey ​@RJAKKULA - I don’t think the language is configurable, if it’s not shown in the MW Setup configs, then it’s probably not possible. You may be able to check your Display Configurations in Advanced for a `agent_broker_instance_1` or something similar. I’m not a MW setup wiz so this is a bit out of my realm but that may help change some of the wording.

When it comes to changing the language on Sundays, I don’t believe that’s possible. However, the live agent button lives inside your Handoff config and you should be able to update the pretrigger rule for that button so it doesn’t show up on Sundays using a DSL rule

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