In Web Chat for Service, you can overwrite the greeting message coming from the chat server that is configured in CHAT_GREETING_MSG.  You can have different greetings for a human agent than for a chatbot (DA as an Agent).
You can easily configure these greeting messages using Engagement Engine so that they are consistent with the tone of voice for your organization.

Enabling Client Greeting messages for Agent or Bot

• Open Engagement Engine https://admin.ee.channels.ocs.oraclecloud.com/editor/
• Login with your credentials, then go to Settings > Web Chat
• Open your Web Chat for Service Component
• In the left menu Functionality Configuration, select the following settings:
  • Enable Client Greeting Agent (Use a client greeting for the agent instead of the server side one)
  • Enable Client Greeting Bot (Use a client greeting for the bot instead of the server side one)
  • Custom Strings (Translation key-value fields for a specific locale, 'en' is provided as default)

• Make sure the boxes for these attributes are checked on the right side of the configuration screen

Personalize the greeting messages for Agent and/or Bot

• To personalize the greeting messages, go to Custom Strings on the right of the screen and find the following strings:
  • "clientGreetingAgent": "Hello, my name is {0}, how can I help you?",
  • "clientGreetingBot": "Hello, I'm chatbot {0}, how can I help you?",
  • Modify the text between the quotes with your preferred message
    E.g. "clientGreetingBot": "Hello, I'm chatbot {0}, you can ask me anything?",
  • Note that {0} is a placeholder for the name of the agent or bot user which you can configure through Agent Name Mode and Bot Name Mode (see below)

• As from Web Chat for Service version 23.10, you can hide the greeting message.  If you, for example, only want to show the welcome message that is coming from your ODA flow, you need to make sure clientGreetingBot is an empty string.
  E.g. "clientGreetingBot": "",

Change how the name of my Agent or Bot is displayed in Web Chat

Your human agent and chatbot (DA as an Agent) are configured as chat users in B2C Service.  In Web Chat for Service you can configure how the name is shown in Engagement Engine to overwrite what is coming from chat server.

• Open Engagement Engine https://admin.ee.channels.ocs.oraclecloud.com/editor/
• Login with your credentials, then go to Settings > Web Chat
• Open your Web Chat for Service Component
• In the left menu Functionality Configuration, select the following settings:
  • Agent Name Mode (How to display the name of the live agent in the conversation)
  • Bot Name Mode (How to display the name of the bot in the conversation)

• You have the options to show the Agent or Bot Name in the following modes:
  • Full name (full name coming from the chat user configured as a staff account in B2C Service)
  • First name (first name coming from the chat user configured as a staff account in B2C Service)
  • Last name (last name coming from the chat user configured as a staff account in B2C Service)
  • Default name (configured in custom strings, see below)
  • No name (remove the name from the chat messages)

Personalize the default name for Agent and/or Bot

• To personalize the greeting messages, go to Functionality Configuration - Custom Strings.  You can modify the custom strings on the right side of the screen and by locating the following strings:
  • "agent": "Agent",
  • "bot": "Bot",
  • Modify the text between the quotes with your preferred message
    E.g. "bot": "Artie", "agent": "Sophie",
     

Related articles: How do I modify the message strings used in the Web Chat widget?