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Hi there,

While working on the Virtual Agent, have you noticed that in some situations the labels for User Input "Static Choice" are not shown correctly. Analyzing what I've experienced on this as well as all questions I've seen on this on the ServiceNow Community, it all comes down to the same… UI Messages.

Let's get after it!

User Input Static Choice

To set up a list of predefined choices available to the user, you can use the User Input "Static Choice".

An example list prompt could look like:

Labels not shown correctly

Why are in some cases the labels for User Input "Static Choice" not shown correctly? For example like below (picture copied from a Community thread I answered):

UI Message

When setting up the User Input "Static Choice" and defining the Choice List, upon publishing the topic the choices are automatically saved as UI Messages. The label is set as key and message on the UI Message record. All will be fine when your entered Choice List is spot on instantly. Though if you made a mistake on the use of capitals for example…

For example, a Choice List option of "Talent Link", will be stored within the UI Message table as a record with key and message "Talent Link". A Choice List option of "vantage", will be stored within the UI Message table as a record with key and message "vantage". After making such a minor mistake on the first letter not being uppercase, you would just change this in the Virtual Agent Designer right? Yes and no…

When trying to fix your mistake, on the Choice List within the Virtual Agent Designer the label might look good now with "Vantage". Though actually:

The automatically created UI Message record will not recognize updates
on case changes only, and therefore will not be automatically updated!

So here is your cause! A difference in the label on the Choice List within the Virtual Agent Designer, and the message within the UI Message record. Because localization is embedded really well within Virtual Agent, for Choice Lists UI Messages will be leading when there's a UI Message record with matching key and language (the key matching, is not case sensitive). If no matching UI Message exists, then the actual label on the Choice List will be shown.

Fix

As you might guess, the fix is pretty easy. Just search for the UI Message record with matching key and language, and update the message field on this record.

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And that's it actually. Hope you like it. If any questions or remarks, let me know!

Kind regards,

Mark Roethof

ServiceNow Technical Consultant @ Quint Technology

1x ServiceNow Developer MVP

1x ServiceNow Community MVP

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