Brazil Conversational Interfaces

Conversational Interfaces -- Enable users to engage with live agents, virtual agents, or both using ServiceNow Conversational Interfaces. You can also use generative AI skills in your conversational experiences. These interfaces provide tools for creating and managing optimal conversational experiences for users in the chat channels that they prefer.
- Conversational Interfaces Console -- Explore, implement, and maintain your Conversational Interfaces using a home-page or console experience. All the settings and configurations you need to set up and launch your interfaces, such as Virtual Agent and Agent Chat, are consolidated in the ServiceNow Conversational Interfaces console.
  - Exploring Conversational Interfaces Console -- The Conversational Interfaces applications enable your users to engage with live agents, virtual agents, or both. These interfaces provide tools for creating and managing optimal conversational experiences for your users, in the chat channels that they prefer.
    - Channels in Conversational Interfaces -- The various ways in which your end users engage with virtual and live agents are called channels. In Conversational Interfaces, users and agents converse through channels that have specific communication modes: chat mode for real-time conversations and messaging mode for long-running conversations.
      - Using Asynchronous Chat in messaging channels -- Enable your organization or brand to maintain constant engagement with end users. With Asynchronous Chat, your agents and end users can participate in long-running conversations without being online concurrently. Agents can also proactively contact users whenever there is useful information to share, such as important alerts or updates.
        
        Configure asynchronous chat for the web channel -- Set the chat widget as a messaging channel for asynchronous chat.
  - Configuring Conversational Interfaces -- You can use the Conversational Interfaces console and the Chat Settings option in the Home page to explore and configure general chat functionality and set up Virtual Agent and Agent Chat features.
    - General chat settings -- Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.
      - Branding your chat client -- Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.
        
        Create a user for a branded bot -- The default branding configuration includes the Virtual Agent bot, which has a ServiceNow avatar. To create a new bot with your own branding, create an active user profile for the bot and link it to a Live Profile.
        
        Set up your Virtual Agent bot's branding -- Create different Virtual Agent branding configurations for the various organizations that use your instance. These configurations apply to the web-based chat and mobile clients only.
      - Enable message preview on the chat widget -- Admins can allow their end users to see a preview of any new or unread messages waiting for them when the chat window is minimized.
      - Enable public access to the chat widget -- Enable public access to the standard chat Virtual Agent chat widget for portals.
      - Configure context variables -- Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.
        
        Live agent chat context variables -- Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.
      - Change Virtual Agent and Agent Chat system messages -- Customize the default system messages displayed during Virtual Agent conversations and Agent Chat.
  - Conversational Interfaces reference -- Conversational Interfaces reference topics provide shared technical descriptions of features that apply to Virtual Agent and Agent Chat, such as the Interactions table.
    - Interaction Insights table -- User sentiment analysis prepares agents for the tone of incoming conversations. Business rules can be created based on this value and agents can take appropriate actions on the chat, whether it comes from Virtual Agent, another live agent, or from a queue.
- Virtual Agent -- Unlock your enterprise productivity with ServiceNow Virtual Agent. Increase deflections by empowering your employees and customers to serve themselves using a friendly messaging interface, featuring prebuilt conversations powered by artificial intelligence.
  - Explore -- The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Design and build automated conversations that use large language models (LLMs) and AI to improve deflection rates.
    - Assistant Designer -- Create, configure, manage, and test LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience.
    - LLM topic discovery in Virtual Agent -- Large language models (LLMs) enable Virtual Agent to process user statements in plain language. Conversations that use LLMs can outperform those conversations that use Natural Language Understanding (NLU), with easier setup.
      - LLM description and instruction guidelines for Virtual Agent topics -- When you create large language model (LLM) topics, you provide instructions that determine the behavior of the LLM and a description that determines how the topic is discovered by the LLM.
    - Domain separation -- Domain separation is supported in the Virtual Agent application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Virtual Agent has standard support. ServiceNow Otto for Virtual Agent has basic support.
      - Associate a domain ID with a chat portal -- The Service Portal platform is not domain-separated, but you can create different versions of a portal and restrict each version's use to a single domain for chat purposes. For example, you could create two employee service portals and define a different domain for each.
  - Configure -- Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your LLM users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.
    - Configure agentic conversations -- When you query a Virtual Agent, it reasons, plans, and executes across a wide variety of options. The Virtual Agent can use AI agents, virtual agent topics, conversational actions and subflows, catalogs, KB articles, custom skills, and any ServiceNow Otto for Virtual Agent supported skills to help you.
      - Enable AI agents -- Create and configure multiple assistants with specific scope and map the assistants to one or more portals.
    - Customizing a chat experience -- Create different chat experiences for your end users based on the context in which they initiate a conversation with Virtual Agent.
      - Working with setup topics -- Setup topics are part of a standard conversation structure applied to all your conversations, such as the welcome greeting or fallback responses. Setup topics run at the appropriate spot in a conversation based on the context, keywords, or utterances entered by the user, and any conditions that are specified for the setup topic.
        
        Change Show me everything button text -- Configure the text in the Show me everything button displayed in the chat window to control the display of the initial greetings and the Show me everything button in Virtual Agent conversations. Edit the message in the System Properties [sys_properties] table, or in a copy of the Greetings setup topic.
        
        Hide or reveal Show me everything button -- Set properties to hide or reveal the Show me everything button in Virtual Agent conversations.
        
        Change messages in the Greeting topic -- The Virtual Agent greeting setup topic provides default greeting messages for your conversations. Customize these greetings by adding system properties that change the default welcome message and the top selection message prompting users to enter an issue or request.
    - Configuring Virtual Agent notifications -- Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.
      - Create Virtual Agent notifications -- Create a notification that is sent directly to users via the Virtual Agent chatbot. The notification specifies when users receive the notification (triggers for the notification) and who receives it (recipients with and without accounts in the User [sys_user] table).
      - Create additional recipients for Virtual Agent notifications -- Create and define additional recipients for a Virtual Agent notification to be delivered on chat channels or messaging channels.
      - Define Virtual Agent notification contents -- Create the content for a Virtual Agent notification delivered in a chat or messaging channel.
      - Configure a delivery channel for Virtual Agent notification -- Configure a delivery channel for Virtual Agent notifications by specifying the messaging channel information to send notifications to users.
      - Define Virtual Agent notification actions -- Create the actions for a Virtual Agent chat or messaging channel to send actionable notifications.
      - Define the Virtual Agent link actions to notification content -- Create the link actions for Virtual Agent notification content to be delivered in a chat or messaging channel as actionable notifications.
      - Enable Virtual Agent notifications -- Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.
    - Configure cross-scope access privileges -- Enable topic authors and developers to access Virtual Agent topic blocks and custom controls from other scoped applications.
    - Create or modify custom categories -- Create or change custom categories for organizing and grouping related Virtual Agent assets, such as topics. You can also make category labels visible in the Topic picker menu displayed to end users.
    - Adding Virtual Agent to your web page -- The portable chat widget can run on third-party web pages, in the service portal, or in UI Builder portals.
      - Configure the portable chat widget -- Configure the portable Virtual Agent chat widget to run Virtual Agent on third-party web pages.
      - Add the portable chat widget to a 3rd-party website -- To use the portable chat widget for Virtual Agent on third-party web pages, add the necessary code to your web page.
    - Create custom chat integrations -- Conversational custom chat integration framework is a powerful framework consisting of scriptable APIs and configurations to bring the ServiceNow Virtual Agent to any conversational interface.
      - Create conversational custom chat integration -- Use the Custom Chat Configuration Integration Framework (CCCIF) to create a conversational custom chat integration to support third-party chat clients so they can connect to the Virtual Agent Chat Server (VACS).
        
        Create a new channel -- Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels [sys_cs_channel] table.
        
        Configure a provider -- Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.
        
        Set up message authentication -- Create a Hash Message Verification record and Message Auth record to set up message authentication for your custom chat integration. This is configured in the Hash Message Verifications [hash_message_verification] table.
        
        Create a channel identifier -- Create a channel identifier for your custom chat integration in the Provider Channel Identities [sys_cs_provider_application] table.
        
        Map rich controls to the channel -- Create records for rich controls in the Custom Adapter Configurations [sys_cs_custom_adapter_config] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.
        
        Create and configure a scripted REST API -- Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits.
        
        Create the action scripts -- Set up the transforms that your custom chat integration needs to communicate through the chat process.
      - Default input and output rich controls -- Input and output rich controls must be mapped to your custom chat integration in the Custom Adapter Configurations [sys_cs_custom_adapter_config] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.
      - Modify adapter card styles for Virtual Agent -- Adapter cards are defined in the Adapter Cards [sys_cs_adapter_card] table. Each card has a template for each supported channel to ensure it displays correctly. You can modify the channel templates to accommodate your organization's style requirements.
      - Supported features for custom chat integrations -- The chat integrations framework supports a multitude of Virtual Agent and Agent Chat features to provide a robust conversational experience.
        
        Synchronous authentication of messages -- Inbound message authentication is performed before the message is added to the hybrid queue.
        
        Outbound authentication using a token -- Pass an outbound token from the authentication API to the sender script.
        
        Message delivery order -- Control message delivery order by enabling the Maintain message ordering option in the Provider Channel [sys_cs_provider] table. You can view the message order and status in the Custom Adapter Message [sys_cs_ca_message] table.
        
        Virtual Agent action scripts -- You need to write a set of mandatory Workflow Studio action and subflow scripts to pass the user data to VACS, apply transformations and send the response back to your chat interface endpoint.
        
        Set up trusted media domains for secure file upload -- Virtual Agent uses trusted media domains to check the URLs of attachment files before uploading them. If a URL is not from a trusted domain, Virtual Agent will not upload the attachment.
        
        Create bot messages -- Create channel-specific bot messages.
        
        Bot message implementation -- Create channel-specific bot messages.
        
        Integrate custom controls -- Implement and leverage custom controls built using the custom control framework in your integration.
        
        Multi-step responses -- An example of multi-step response is a set of images in a carousel or a date control.
        
        Multi-response output controls -- Implement controls that involve multiple steps to get user input.
        
        Send previous control to client -- Provide the ability to send previous control to client.
        
        Implement a skip option -- Use a rich control to provide the option for users to skip a question.
        
        Pass branding to a chat client -- Pass custom branding to your custom chat integration.
        
        Contextual actions for custom chat integrations -- Commands with a pre-defined behavior can be mapped to certain user-friendly keywords and passed as user input. This input is mapped to supported contextual actions for the most appropriate response in the chat.
        
        Contextual action mapping -- Commands with a pre-defined behavior can be mapped to certain user-friendly keywords and passed as user input. This input is mapped to supported contextual actions for the most appropriate response in the chat.
        
        Typing indicators -- Display a typing indicator when a bot or live agent is preparing a response to a requester.
  - Create assistants -- LLM assistants help with large language model (LLM) topic discovery. The ServiceNow Otto for Virtual Agent assistant is the default LLM assistant created during the Conversational Interfaces Assistants guided setup.
    - Configure assistants overview -- Use Assistant Designer to build and optimize large language model (LLM) assistants for your conversational needs. Assistant Designer is a centralized assistant administrator experience that enables you to create and manage both chat and voice assistants.
      - View assistants -- View and manage all existing chat and voice assistants on your instance.
        
        Create a chat assistant -- Create a chat assistant on your instance. Add basic details and set your assistant as a primary assistant.
        
        Assign search sources -- Assign search sources to a chat assistant. Search sources are used to determine what the assistant looks at to answer user queries.
        
        Add a Knowledge Graph schema -- Create Knowledge Graph schemas to represent semantic relationships in your data. Schemas improve assistant responses by providing additional context about users and your organization.
        
        Add assets -- Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users.
        
        Select a display experience -- Select a display experience for your chat assistant. Display experiences are the different places where a user can find and interact with an assistant. Select from a list of portals, messaging channels, and mobile apps. To activate an assistant, at least one display experience must be configured.
        
        Display assistant on Platform or ServiceNow Studio -- Use a chat experience for your ServiceNow Otto panel - Platform (default) assistant or ServiceNow Otto panel - Developer assistant.
        
        Brand and personalize an assistant -- Decide how your ServiceNow Otto for Virtual Agent assistant should look by using the default branding or by creating a branding.
        
        Manage chat experience -- Manage the chat experience of your assistant.
        
        Enable additional chat features -- Add chat features to your chat assistant.
        
        Configure voice settings for a chat assistant -- References to voice mode within the doc was removed because Sudhanshu said it's not GA for Oct. '26Turn voice dictation on or off for an assistant on the Voice experience page.
        
        Review settings -- Review your chat assistant settings.
        
        Test a chat assistant -- Test your chat assistant.
        
        Edit a chat assistant -- Edit a chat assistant.
        
        Manage response feedback -- When a user rates a response, they may provide response feedback. Configure the options so that users can share feedback regarding what worked about the response, or what needs improvement. Managing response feedback is accessible when editing an assistant and not when creating a new assistant.
        
        Create a voice assistant -- Create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents.
        
        Test a voice assistant -- Test your voice assistant and the AI voice agents assigned to the assistant from the Assistant Designer. You can make browser-based voice calls and view turn-by-turn analysis of AI voice agents invoked, tools executed, and tool execution latency during the conversation.
      - Configure ServiceNow Otto in Conversational Catalog Request -- Speed up and provide a conversational and streamlined experience based on generative AI while submitting a catalog item request in Virtual Agent. Your organization can increase self-service and reduce operating costs.
      - Disable the org chart -- Disable your organizational chart either for a particular deployment channel or for the instance.
      - Customize citation message -- Inline citations are intended to show from which ServiceNow knowledge articles the response is generated. This can include information from attachments and knowledge blocks, or from external content such as Microsoft SharePoint and Confluence. Inline citations also appear when the user is presented with an action to perform, for example, within a Virtual Agent topic or a catalog item.
    - Set up branding -- Create different ServiceNow Otto for Virtual Agent branding configurations for the various organizations that use your instance. These configurations only apply to chat widget branding on portals.
    - Theming for ServiceNow Otto for Virtual Agent enhanced and premium chat -- You can customize the look and feel of the ServiceNow Otto for Virtual Agent enhanced and premium chat experience in your ServiceNow portal by updating the relevant Cascading Style Sheet (CSS) variables.
  - Build conversations -- The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.
    - Designing a Virtual Agent topic -- Walk through the design of an example Virtual Agent topic that enables users to view incidents they submitted. The example highlights the design controls that you can use to build the conversation flow.
    - Creating a Virtual Agent topic -- Use the Assistant Designer Asset library to create and modify Virtual Agent topics (conversations). Build your topic to meet a specific objective or goal, such as fulfilling a user's request or helping a user complete a task.
      - Branch a Virtual Agent conversation with a Decision utility -- Your conversations may need to branch depending on end user input or choices. Use the Decision utility to branch the conversation when certain conditions are met.
      - Insert a header card in a Static Choice or Dynamic Choice control -- When you create a Virtual Agent topic, you can include images and YouTube videos on Static Choice and Dynamic Choice user input controls.
      - Define script variables for a topic -- Use the Variables sidebar to define script variables for a topic. Script variables can store information that is not found in ServiceNow tables. This information can then be shared elsewhere in a topic.
      - Create a small talk topic -- Build small talk topics that let Virtual Agent engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.
      - Control topic discovery and visibility -- Administrators and topic authors can enable Virtual Agent to discover topics for use in chats, include a topic in the list users see, or both. The topics can be setup topics and small talk topics.
    - Duplicating a Virtual Agent topic -- Create a topic or topic block by copying an existing Virtual Agent topic or topic block and customize it.
    - Publish a Virtual Agent topic -- Deploy an inactive topic or an updated topic to save it and make it available to users on Virtual Agent clients.
    - Delete a Virtual Agent topic -- Delete a Virtual Agent topic that is no longer needed.
    - Promote or demote AI assets -- You can promote assets, including conversational subflows, conversational actions, and topics, after associating them with an assistant.
      - Reorder promoted AI assets -- Rearrange AI assets like conversational subflows, conversational actions, and Virtual Agent topics to the desired order after promoting them for recommendation by Virtual Agent.
      - Add a condition builder to promoted assets -- You can define a condition for a given promoted Virtual Agent asset to bring it higher up on the list of promoted assets in a panel conversation.
    - Conversational settings -- Manage asset settings from the Asset library for individual active assets.
    - Managing asset library items -- The Assistant Designer Asset library supports assets that are created in other tools. Admins must either have privileges to work with those tools, or they must work with team members who do.
      - Managing conversational subflows -- View and manage conversational subflows through Assistant Designer.
      - Managing conversational actions -- View and manage conversational actions using Assistant Designer.
      - Managing custom skills -- View custom skills in the Assistant Designer Asset library.
      - Managing AI agents -- AI agents created in AI Agent Studio appear in Assistant Designer, where you can view their status and visibility.
        
        AI agents in Virtual Agent topics -- An AI agent custom skill performs a task that you pass to it from a Virtual Agent topic, such as consolidating the content of a knowledge base article.
    - Test and improve -- Simulate and test assistant conversations from Asset library.
      - Testing LLM topics -- Preview, test, and debug topics that use large language models (LLMs) in the Assistant Designer Asset library chat window.
        
        Test details -- The chat test window displays adjoining tabs that provide details about your topic as you test it.
      - Debug a Virtual Agent topic -- Investigate and resolve unexpected behavior in your custom Virtual Agent topics, topic blocks, and controls.
      - Testing assistant conversations -- The Testing tab in Assistant Designer helps you assess the quality and performance of your conversational assistant. You can test conversations manually or run automated evaluations on generated scenarios to measure the assistant's success in addressing the user request and usage of available assets.
        
        Customizing severity levels -- Assign a severity level to each failure pattern that automated evaluations can detect, so your evaluation results reflect how your organization wants to weigh each type of failure.
        
        Set up an automated evaluation -- Run an automated evaluation to measure how well your assistant handles generated conversation scenarios.
        
        Insights into failed scenarios -- Analyze failed scenarios in an automated evaluation and see the recurring failure patterns behind them, to prioritize what to fix without reviewing every failed scenario one by one.
        
        Clone evaluations -- To reuse the configuration of a completed evaluation, you can clone it instead of setting up a new evaluation from scratch.
        
        Evaluation metrics for automated evaluation -- Metrics used to define success for evaluations.
        
        Data sets for conversation evaluations -- Test data sets supply the scenarios and expected results that conversation evaluations run on to measure how your assistant performs.
    - Other Virtual Agent features -- After creating topics with the basic Assistant Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
      - Use custom controls -- Custom controls are components that ServiceNow developers can create for use in Virtual Agent topics or topic blocks. Such controls include sliders or video players. Custom controls complement the controls provided in Assistant Designer.
        
        Create a custom control definition -- Define a custom input or response control definition that maps to a custom component.
        
        Create a custom control -- Build a custom input or response control that topic authors can use in topics or topic blocks. In Virtual Agent conversations, an input control gathers information from end users, while a response control displays information to end users.
        
        Add a custom control to a topic or topic block -- Add a custom control to a Virtual Agent topic or topic block. During the conversation, you can gather inputs from the user or display outputs to the user.
        
        Custom input properties sheet -- Custom input properties define a custom input control in Virtual Agent.
        
        Secure custom input properties sheet -- Secure custom input properties define secure inputs, such as a password, in a custom input control in Virtual Agent.
        
        Custom output properties sheet -- Custom response properties define a custom response control in Virtual Agent.
      - Deploying topics in other channels -- When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. Conversation design in Assistant Designer Asset library provides built-in guardrails to help you tailor your conversations to those channels.
      - Link unfurling -- Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.
        
        Configure link unfurling -- Use the Hostname allow list [sys_cs_hostname_allow_list] table to identify the list of hosts and domains that can be unfurled.
      - Maximizing code reuse with topic blocks -- Topic blocks are reusable components that you can create to run common tasks and conversational elements in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.
        
        Create a reusable topic block -- Build a reusable component that performs a specific subflow of tasks and conversational elements in Virtual Agent conversations.
        
        Add a reusable topic block to a calling topic or topic block -- Add a reusable topic block to a calling (parent) topic or topic block to run a specific function or task in the calling topic. You specify input parameters used in the topic block, and you specify output parameters that are used by the calling topic.
        
        Maintain reusable topic blocks -- When you update topic blocks, Assistant Designer provides built-in checks to help you identify changes to topic blocks that affect the calling topics that use them. Updates include changing input and output parameters, deleting topic blocks, and publishing inactive and active topic blocks and calling topics.
      - Integrating Virtual Agent with Workflow Studio workflows -- The workflows of ServiceNow Workflow Studio can be integrated within ServiceNow Virtual Agent topics. You can then use these workflows in Virtual Agent conversations.
        
        Add actions or subflows to topics -- Use the Action utility to integrate ServiceNow Workflow Studio workflows in Virtual Agent topics. The Action utility node triggers the required Workflow Studio workflows used in the Virtual Agent conversation.
        
        Virtual Agent secure password inputs -- The Include a password input toggle switch on the Action utility properties sheet lets you enter passwords securely for use in Virtual Agent conversations.
        
        Workflow Studio scoped application requirements for secure inputs -- Adhere to the following scoped application requirements to implement secure (password2) inputs in your Virtual Agent topics.
        
        Test the Action utility -- Test the Action utility to make sure that the integrated action works as intended in the conversation.
        
        Specify the action workflow timeout -- Set the length of time before the Workflow Studio Integration Hub action workflow times out.
      - Login to transfer guest chat history to an authenticated Virtual Agent session -- Elevate guest users to an authenticated session by logging in, and without losing chat context or history.
    - Migrating NLU topics to LLM -- The topic migration workflow enables you to migrate your existing Natural Language Understanding (NLU)/keyword topics into new large language model (LLM) topics.
      - Migrate NLU topics to LLM -- Migrate one or more of your existing Natural Language Understanding (NLU) or keyword topics into new large language model (LLM) topics while maintaining your original NLU/keyword topics. After migration is complete, choose whether to publish your new LLM topics.
      - NLU to LLM migration log -- The Topic Migration Execution Items [topic_migration_execution_item.list] table includes data when migrating Natural Language Understanding (NLU) topics to large language model (LLM) topics such as the migration status, migration issues, and migrated or published topic information.
  - Analyze and optimize -- Monitor, evaluate, and optimize the performance of your AI-powered assistants from the Analytics tab of the Assistant Designer.
    - Overview page -- View high-level summary of assistant activity, assist usage, user engagement and overall customer satisfaction (CSAT) score.
    - Usage page -- View assistant activity, highlighting conversation volumes, channel distribution, and conversation outcomes.
    - Adoption & Engagement page -- View how users are adopting assistants and engaging with them over time, helping you track growth, activity, and interaction patterns.
    - Sentiment page -- Analyze user sentiment through customer satisfaction (inferred CSAT) score and CSAT factors such as empathy, frustration and confusion, transfers and escalations from conversations with assistants to improve the quality of user interactions.
    - Self-Solve Performance page -- Analyze self-solve and deflection metrics to measure how effectively assistants help users resolve issues without live agent intervention.
      - Deflection Details page -- View detailed insights into how your assistants resolve user queries, including deflection outcomes and the types of deflection methods used.
    - Assists page -- View usage of assists across assistants and optimize their consumption for improved outcomes.
    - Voice page -- Monitor the performance of voice assistants from the Voice page of Assistant analytics in Assistant Designer.
    - Related dashboards page -- The Related Dashboards page in Assistant analytics dashboard provides a centralized location to view and manage dashboards created in the Platform Analytics experience and shared across your organization.
      - Add a dashboard to dashboard library -- Add a dashboard to the Related Dashboards page in Assistant analytics so that users can access it from the dashboard library.
      - Edit a dashboard in the dashboard library -- Edit an existing dashboard in the Related Dashboards page to update details such as the display name, description, or the associated dashboard itself.
  - Reviewing voice conversations -- Investigate completed voice interactions and troubleshoot individual interaction behavior from the Conversations tab in Assistant Designer.
  - Use -- Virtual Agent is a self-service messaging platform that enables requesters to resolve common issues independently through a conversational chat interface, and transfers conversations to a live agent when human attention is required.
    - Using ServiceNow Otto for Virtual Agent -- ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.
      - Standard chat -- ServiceNow Otto for Virtual Agent standard chat is a conversational support experience within a static chat window.
      - Enhanced chat -- ServiceNow Otto for Virtual Agent enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Turning on enhanced chat's full-page experience further combines chat and search capabilities by redirecting you into a full-page chat after entering a query into a portal's search bar.
        
        Prerequisites for enhanced chat -- Before configuring enhanced chat for ServiceNow Otto for Virtual Agent, your environment must meet the requirements for your deployment channel.
        
        Portal prerequisites for enhanced chat -- ServiceNow Otto for Virtual Agent provides users with a content-driven and search-driven generative AI experience. To benefit from chat and search capabilities, your portal must have AI Search enabled before configuring your assistant.
        
        Mobile app prerequisites for enhanced chat -- ServiceNow Otto for Virtual Agent provides users with a content-driven and search-driven generative AI experience. Depending on whether you have opted into standard or enhanced chat when configuring your assistant, you can integrate three different mobile app components with an assistant.
      - Premium chat -- ServiceNow Otto for Virtual Agent premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing.
        
        Prerequisites for premium chat -- Your instance must meet eligibility requirements to use premium chat, and your network must allow traffic to the premium chat service.
        
        Prompt library -- The prompt library provides a centralized place to browse, save, and reuse prompt templates from within chats. Instead of typing frequently-used prompts from scratch, you can select from promoted templates or save your own custom prompts for quick access.
      - Chat streaming responses -- Synthesized responses stream in real time for ServiceNow Otto LLM chat conversations instead of waiting for the entire message to render. Streaming enables responses from the LLM to be sent immediately to help improve performance when replying to requests.
      - Mid-topic switching during ServiceNow Otto for Virtual Agent conversations -- Mid-topic switching easily lets you switch between requests, using plain language whenever new queries are made in the same ServiceNow Otto for Virtual Agent conversation.
      - Proactive triggers and Virtual Agent notifications in enhanced chat -- Proactive triggers and Virtual Agent notifications can be selected and completed in a Virtual Agent conversation.
      - Upload documents -- Upload or drag files into ServiceNow Otto for Virtual Agent to extract relevant data from a file. The assistant analyzes and understands the content of the files, and you can ask questions about the content of the files or get a summary.
      - Web search -- The web search mode performs an internet search to answer a query. Web search mode provides external search results from the internet and these results don't represent company content or policies.
      - Small talk in conversations -- Small talk topics and small talk utterances from the Semantic Filter Framework are recognized in ServiceNow Otto for Virtual Agent chat conversations.
    - Escalate to human assistance -- Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.
      - Transferring Virtual Agent conversations to a live agent -- Manage live chat support, including the chat support interface used when a Virtual Agent conversation is transferred to a live agent.
      - Closing Virtual Agent and Agent Chat conversations -- Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day.
      - Hide or show the faulted reason message in Virtual Agent -- Set the system properties to hide or show the faulted reason message for various Virtual Agent chat channels and pending notifications.
    - Case and incident deflection -- Virtual Agent provides several self-service options for your user that can help deflect tickets.
  - Translate conversations -- If your chat audience is diverse, you want to support them in their own language whenever possible. Use language detection combined with dynamic machine translation to meet that need.
    - Prerequisites for using Dynamic Translation in Virtual Agent -- To enable dynamic machine translation, install ServiceNow language plugins and Dynamic Translation plugins. Then configure Dynamic Translation for your instance.
    - Enable Dynamic Translation for languages in Virtual Agent -- Enable Dynamic Translation for one or more languages in Chat Settings for Virtual Agent.
    - Configure multilingual service for ServiceNow Otto applications -- Turn on multilingual service for user-entered text with native translation or Dynamic Translation in ServiceNow Otto applications.
    - Enable Dynamic Translation for an unsupported language -- The ServiceNow platform supports several languages, but you can enable dynamic machine translation for additional languages in Virtual Agent.
    - Specify a fallback language -- Provide language locale support by specifying a fallback language for Virtual Agent to use for topics, keywords, and LLM prediction. For example, the ServiceNow platform doesn't support Mexican Spanish (mx-es), but you can designate Spanish (es) as the fallback language for a better user experience.
    - Language detection and dynamic translation in enhanced chat -- Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.
    - Language detection and dynamic translation in standard chat -- Language detection and machine translation work together in Virtual Agent to improve the chat experience for users across languages. You can designate fallback languages for locales or dynamically translate languages that aren't professionally localized or aren't supported in topic discovery.
  - Reference -- Reference topics provide descriptions about the Assistant Designer interface components and technical details to learn more about scripting methods and the Virtual Agent Interactions table.Asha, please review: new intro topic - I set the collection-type = family on the ditamap. This will make links to child topics appear.
    - Components installed with Virtual Agent -- Several types of components are installed with activation of the Virtual Agent plugin, including tables, user roles, and scheduled jobs.
    - Assistant Designer interface reference -- The Assistant Designer interface lets you create, modify, test, publish, and localize topics, topic blocks, and custom controls.
      - Assistant Designer Asset library -- The Assistant Designer Asset library page lists all LLM assets and NLU/Keyword topics for Virtual Agent conversations. You can also create more topics, subflows, actions, custom skills, AI agents, and agentic workflows.
      - Create a topic form -- The Create a topic form is used to set the properties for a new conversational topic for Virtual Agent.
      - Topic Properties tab -- Use the Topic Properties tab to identify a topic and how it's used. You can control who uses the topic and what channels it can run in.
      - Topic Flow tab -- Use the topic Flow tab to build the conversation flow. Use the controls for user inputs, bot responses, and utilities to define the flow.
      - Assistant Designer controls -- A Virtual Agent topic consists of a collection of controls within a topic flow. Use these controls to collect, process, and present information to your users. Controls can also read, create, and update records on your instance.
      - Assistant Designer user input controls -- Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a conversation.
        
        Input Collector user input control -- Use the Input Collector control to gather data for use by ServiceNow Otto in conversations that use large language model (LLM) topic discovery.
        
        Text user input control -- The Text user input control in a Virtual Agent topic prompts the user for a text string.
        
        Static Choice user input control -- Use the Static Choice user input control in a Virtual Agent topic to list predefined choices available to the user. You can select only one item from a choice list.
        
        Grouped Choice user input control -- Use the Grouped Choice user input control in a Virtual Agent topic to list multiple groups of choices in one message.
        
        Dynamic Choice user input control -- Use the Dynamic Choice user input control in a Virtual Agent topic to dynamically create a list of available choices for your users. Create these choices by querying a table or by using a script to dynamically create them.
        
        Boolean user input control -- Use the Boolean user input control in a Virtual Agent topic to present a Yes/No prompt to the user.
        
        Date Time user input control -- Use the Date Time user input control in a Virtual Agent topic to enable the user to select a calendar date, time (hours and minutes), or both.
        
        File Picker user input control -- Use the File Picker user input control in a Virtual Agent topic to prompt a user to upload an image or any file type. After the user uploads an image file, the image appears immediately in the Virtual Agent client.
        
        Carousel user input control -- Use the Carousel user input control in a Virtual Agent topic to present a prompt and a horizontal series of labeled images. The user can select a single item from the carousel.
        
        Secure Text user input control -- The Secure Text control provides a means to encrypt sensitive information provided as simple text or other formats. Use this control to encrypt sensitive information in topics that use large language model (LLM) discovery.
      - Assistant Designer bot responses -- Assistant Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.
        
        Text bot response control -- Use the Text bot response control in a Virtual Agent topic to display a bot response as text. You can format the Text bot responses using the text editor controls. For example, you can bold or italicize the text, as well as include links, bulleted lists, and emojis.
        
        LLM Text bot response control -- Use this control to write a prompt description that will dynamically create an output message to the user in conversations that use large language model (LLM) topic discovery.
        
        Image bot response control -- Use the Image bot response control in a Virtual Agent topic to upload and display an image from a URL link. The image aspect ratio determines how the image is sized in the bot chat bubble.
        
        Link bot response control -- Use the Link bot response control in a Virtual Agent topic to present a bot response. The response contains a header prompt with either a single URL link to an item or multiple URL links for up to three items.
        
        HTML bot response control -- Use the HTML bot response control to display static HTML text in the Virtual Agent bot response.
        
        Multi-response bot response control -- Use the Multi-response bot response control in a Virtual Agent topic to sequentially display two or more outputs. Outputs can be text, image, link, or HTML. Users can move from one output to the next through a provided navigation button.
        
        Script bot response control -- Use the Script bot response control in a Virtual Agent topic to run a script that returns a single response or a multi-part response.
        
        Card bot response control -- Use the Card bot response control in a Virtual Agent topic to upload and display selected information from a record on your instance, along with rich content, such as a video or image.
        
        Table bot response control -- Use the Table bot response control in a Virtual Agent topic to display a bot response as a table.
        
        Video bot response control -- Use the Video bot response control in a Virtual Agent topic to include a video in the conversation.
      - Assistant Designer utilities -- You can control interactions within a topic by using utilities in Assistant Designer. These utilities perform various actions such as adding topic blocks (reusable components), running a script, or adding different conversation paths (branches) in a topic. Utilities are represented as nodes in a conversation flow but do not display anything to the user.
        
        Lookup utility -- Use the Lookup utility in a Virtual Agent topic to return a ServiceNow record query.
        
        Script Action utility -- Use the Script Action utility in a Virtual Agent topic to run a script.
        
        Record Action utility -- Use the Record Action utility in a Virtual Agent topic to create or update a ServiceNow record in a table.
        
        Decision utility -- Use the Decision utility in a Virtual Agent topic to add two or more branches that represent different paths in a conversation.
        
        Topic Block utility -- Use a Topic Block in a Virtual Agent conversation to perform a specific function or subflow that runs certain steps in a calling topic.
        
        Action utility -- Use the Action utility in a Virtual Agent topic to select the flow action properties that the node should create. The Action utility integrates Virtual Agent with the ServiceNow Workflow Studio product.
        
        Custom control utility -- Use the Custom Control utility in a Virtual Agent topic or topic block to reference a custom input control or a custom response control. Custom controls complement the controls provided in Assistant Designer.
        
        AI Connector utility -- Use this utility to link generative AI to custom skills for added versatility in your Virtual Agent LLM (large language model) conversations.
        
        Deflection utility -- Use the Deflection utility in Virtual Agent to track issues that Virtual Agent helped to resolve or actually resolved for a user.
        
        Diagnostic Topic Executor utility -- Use the Diagnostic Topic Executor utility in Virtual Agent to ensure the proper function of components in a topic.
        
        Geolocation utility -- Use the Geolocation utility to gather map coordinates from a user, to personalize topics to a user's location, provide data for navigation or on-site tasks, and other services.
        
        Multi File Upload utility -- Use the Multi File Upload utility to upload more than one file at a time in a Virtual Agent conversation.
        
        Pause utility -- Use the Pause utility to create a temporary halt in your Virtual Agent conversations.
      - Assistant Designer capabilities -- Add in-depth functions to Virtual Agent conversations with Assistant Designer capabilities. These controls provide special filters and abilities to your Virtual Agent topics.
    - Virtual Agent technical reference -- Use these topics to learn more about scripting methods, NLU system entities, and the Virtual Agent Interactions table.
      - Virtual Agent interaction records -- Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers.
      - Data management in Conversational Interfaces -- Use data management tools, such as table cleaners, to maintain Conversational Interfaces tables.
        
        Activate table cleaning for Virtual Agent tables -- Activate table cleaning for certain tables used in Virtual Agent and Conversational Interfaces.
      - Virtual Agent scripts -- Use ServiceNow Virtual Agent script methods and variables to write chat scripts, such as response, trigger, and flow scripts. Variables can also provide context for your live support topics and conversations.
      - Input data types in Virtual Agent topics -- You can define inputs of commonly used Glide Virtual Agent (com.glide.cs.chatbot) data types in Assistant Designer without writing a script. Define the input data type on the Start node of a custom control or topic block.
      - Virtual Agent URL parameters -- Virtual Agent provides various system parameters that admins can add to an instance URL to control how page content is rendered.
      - Latency feedback in Virtual Agent -- The com.glide.cs.message.processing.enabled system property notifies requesters whenever the generative AI large language model (LLM) is processing their request in the Virtual Agent chat widget and ServiceNow Otto panel.
    - ServiceNow Otto for Virtual Agent reference -- Virtual Agent topic developers can create topics for use in the ServiceNow Otto panel channel. The following Assistant Designer controls are currently supported.
      - Interactive view customization tables -- Make your own user interface applicable to the interactive view with some customization in the following two tables: Now Canvas Definition [sn_now_canvas_definition.list] and Now Canvas Configuration [sn_now_canvas_configuration.list].
      - ServiceNow Otto for Virtual Agent system properties -- Use system properties to customize your assistant. Some properties are available on a system properties form, but some lesser-used properties are available only from the System Property [sys_properties] table. Legacy refers to the standard or enhanced chat experience. Premium refers to the premium chat experience.
      - Setup topic requirements -- Setup topics handle the basic parts of a chat, such as greeting users, ending the chat, and responding when the assistant can't interpret a request.
      - Assistant analytics dashboard indicator details -- View the data and calculations behind an indicator that is presented in the form of a visualization on the Assistant analytics dashboard.
      - Multilingual support for voice assistants -- Voice assistants support multiple languages to enable users to interact in their preferred language. This topic lists the languages available for voice interactions and linguistic capabilities of the voice assistant.
- Conversational Integration apps for Virtual Agent -- Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, and any other popular chat or messaging app.
  - Integrate VA with messaging apps -- Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance.
    - Redirect user authentication to service portal -- After installing a pre-built Conversational Integration, you can specify a Service Portal in which unauthenticated end users complete the user authentication step (user account linking), instead of in their ServiceNow instance. Users who do not have linked accounts complete authentication before continuing with Virtual Agent in the messaging application.
    - Account linking in pre-built messaging integrations -- In Virtual Agent, account linking maps the users of a supported chat or messaging application to their ServiceNow user profile. Account auto-linking authenticates your messaging users, which enables users to automatically access Virtual Agent topics that involve ServiceNow records. If needed, users can also manually unlink from or link to their ServiceNow accounts.
      - Unlink your ServiceNow user account from a messaging application for Virtual Agent conversations -- If needed, you can unlink your ServiceNow user account from a messaging app used for the Now Virtual Agent.
      - Link your ServiceNow user account to a messaging application for Virtual Agent conversations -- Link your ServiceNow account to a third-party messaging application to access non-public Virtual Agent topics that use ServiceNow records.
    - Control topic visibility in Virtual Agent messaging channels -- Suppress the display of a topic in a Virtual Agent messaging channel by using a condition script that excludes the topic from a channel.
    - Apple Messages for Business -- Use the Conversational Integration with Apple Messages for Business application to empower customers to engage with your business using their Apple devices. Conversational Integration with Apple Messages for Business provides rich messaging capabilities such as Apple pay, forms, time picker, and authentication.
      - Explore -- Use Conversational Integration with Apple Messages for Business to connect a requester with a virtual agent or live agent using your company's Apple Messages for Business account.
      - Configure -- Install and set up the Conversational Integration with Apple Messages for Business application to enable requesters to interact with virtual and live agents.
        
        Install -- Install the Conversational Integration with Apple Messages for Business so that your business can interact with requesters on the Apple Messages for Business app. The application installs related ServiceNow Store applications and plugins if they are not already installed.
        
        Set up -- To integrate Apple Messages for Business with your ServiceNow instance, you need to set up your Apple Messages for Business account, and then link your Apple Messages for Business messaging service provider account to your ServiceNow instance.
        
        OAuth setup -- Integrate your Identity Provider (IdP) with Apple Messages for Business using OAuth2 authentication.
        
        Create a profile parser action -- Create an action to parse the user information response and find the corresponding user on the ServiceNow instance for Conversational Integration with Apple Messages for Business using the information provided here.
        
        Complete the payment provider configuration -- Fill out the information in the Payment Provider Configuration table to connect your payment provider information to your ServiceNow instance.
        
        Uninstall -- To remove the integration of Apple Messages for Business with your ServiceNow instance, you need to log in to your Apple Messages for Business account, and then unlink your Apple Messages for Business partner account from your ServiceNow instance.
        
        Integrate with other applications -- Other ServiceNow applications and features can use the Conversational Integration with Apple Messages for Business application.
      - Use -- Enable a requester to converse with an agent using Apple Messages for Business chat conversations. An administrator can configure the Conversational Integration with Apple Messages for Business application for integrating the Apple Messages for Business messaging app with a ServiceNow application.
        
        Transfer chat conversations to live agents -- Configure the Advanced Work Assignment application to transfer a Apple Messages for Business chat conversation initiated by a requester to a live agent.
        
        Capture user information -- Use Assistant Designer for creating and managing topics, which are blueprints for conversations between a virtual agent and user.
    - Facebook Messenger -- Use this application to empower customers to engage with your business using Facebook Messenger.
      - Explore -- Use this application to enable your users to initiate a Facebook Messenger chat conversation with Virtual Agent.
      - Configure -- Install and set up the Conversational Integration with Facebook Messenger application to enable your users to interact with virtual and live agents.
        
        Install -- You can install the Conversational Integration with Facebook Messenger application (sn_va_fb_messenger) if you have the admin role. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
        
        Set up -- Integrate Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.
        
        Close idle chat conversations -- Enable agents to effectively manage their active Facebook Messenger chat conversations by automatically closing conversations after they have been inactive for a pre-configured amount of time.
        
        Integrate with other applications -- Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.
        
        Uninstall -- Users can remove the Conversational Integration with Facebook Messenger application when the app is no longer needed.
        
        Legacy setup and configuration -- Set up and configure Conversational Integration with Facebook Messenger (Legacy).
        
        Legacy setup -- Configure the Virtual Agent integration for Facebook Messenger and associate the app with your instance.
        
        Legacy configure help link -- Use the va.messenger.help.url system property to create the link that opens a web help page when requesters use the Help command in the Virtual Agent Facebook Messenger integration.
      - Use -- Enable a requester to converse with an agent using the Facebook Messenger chat conversations.
        
        Transfer chat conversations to live agents -- Configure the Advanced Work Assignment application to transfer a Facebook Messenger chat conversation initiated by a requester (customer contact or consumer) to a live agent.
        
        Capture user information -- Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a Facebook Messenger chat conversation.
    - Google Chat -- Enable requesters to chat with Google Chat or live agents using the Google Chat application. Use the Conversational Integration with Google Chat app, available from the ServiceNow Store, to associate your instance with Google Chat.
      - Explore -- Use the Conversational Integration with Google Chat application to connect your end users with Virtual Agent or live agents through your Google Chat account.
      - Install Conversational Integration with Google Chat -- Activate the necessary plugins and ServiceNow Otto for Virtual Agent for Google Chat
        
        Plugins -- Activate the Glide Virtual Agent [com.glide.cs.chatbot] plugin and the Conversational Integration with Google Chat [sn_va_google-chat] plugin.
        
        Activate ServiceNow Otto for Virtual Agent for Google Chat -- Add ServiceNow Otto for Virtual Agent to your Google Chat bot.
      - Configuring your Conversational Integration with Google Chat -- Integrate the Now Virtual Agent bot or self-configured bot with Google Chat.
        
        Install -- Install the Google Chat (sn_va_google-chat) application so that Now Virtual Agent and Google Chat users can interact with each other.
        
        Integrate Virtual Agent with Google chat -- Add either the Now Virtual Agent bot or self-configured bot to your ServiceNow instance to integrate with Google Chat.
    - LINE -- Conduct user-initiated, system-initiated, or agent-initiated conversations using the Conversational Integration with LINE application. The application connects a requester with a virtual agent or live agent using your company's LINE account.
      - Configure -- Install and set up the Conversational Integration with LINE application to enable your users to interact with virtual and live agents.
        
        Install -- Install the Conversational Integration with LINE so that your business can interact with requesters on the LINE app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
        
        Set up -- Set up the Conversational Integration with LINE application so that you can engage customers in conversations with bots.
        
        Capture user information -- Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a LINE chat conversation.
        
        Close idle chats -- Enable agents to effectively manage their active LINE chat conversations by automatically closing conversations after they have been inactive for a pre-configured amount of time.
        
        Integrate with other applications -- Other ServiceNow applications and features can use the Conversational Integration with LINE application.
        
        Uninstall -- Users can remove the Conversational Integration with LINE application when the app is no longer needed.
      - Use -- Enable a requester to converse with an agent using the LINE chat conversations.
        
        Transfer chat conversations to live agents -- Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or consumer) to a live agent.
    - Microsoft Teams -- Enable requesters to chat with Microsoft Teams or live agents using the Microsoft Teams application. Use the Conversational Integration with Microsoft Teams app, available from the ServiceNow Store, to associate your instance with Microsoft Teams.
      - Explore -- Use the Conversational Integration with Microsoft Teams application to connect your end users with Virtual Agent or live agents through your company’s Microsoft Teams account.
        
        Plugins -- Activate the Glide Virtual Agent [com.glide.cs.chatbot] plugin, the Conversational Integration with Microsoft Teams [sn_va_teams] plugin, and verify its additional plugins to enable other features for conversation design.
      - Install -- You can install the Microsoft Teams (sn_va_teams) application to integrate with Now Virtual Agent if you have the admin role.
        
        Remove -- Remove the integrations between your ServiceNow Virtual Agent bot or the Self-configured bots and Microsoft Teams to disassociate the app with your ServiceNow instance.
        
        Activate ServiceNow Otto for Virtual Agent for Microsoft Teams -- Add ServiceNow Otto for Virtual Agent to your Microsoft Teams and Microsoft Copilot bot.
      - Integrate VA with Teams -- Enable ServiceNow Virtual Agent to integrate with the Microsoft Teams application.
        
        Integrating ServiceNow Otto for Virtual Agent with Microsoft Teams -- ServiceNow Otto for Virtual Agent uses large language models (LLMs) and generative AI to improve deflection rates and reduce the amount of work that Natural Language Understanding (NLU) topic discovery once required.
        
        Integrate -- Add the Now Virtual Agent bot to your ServiceNow instance to integrate with Microsoft Teams.
        
        Override -- Override Virtual Agent integration with Microsoft Teams.
        
        Manage -- Manage your ServiceNow Virtual Agent bot branding and customize the bot messages in your ServiceNow instance after integration with Microsoft Teams.
        
        Specialized VA integrations for Teams -- The specialized Virtual Agent integrations for Microsoft Teams support different users as per their need.
        
        Integrate multiple ServiceNow instances with a single MS Teams tenant -- Enables ServiceNow Virtual Agent to allow multiple ServiceNow instances to integrate with single Microsoft Teams tenant.
        
        Create a bot in Microsoft Teams -- You must create a bot in Microsoft Teams to be able to integrate with the Virtual Agent.
        
        Integrate your self-configured bot with single Microsoft Teams tenant -- Integrate multiple ServiceNow instances with a single Microsoft Teams tenant by creating multiple bots on the Microsoft Teams tenant. Use your ServiceNow Virtual Agent application, which supports multiple bots on a single Microsoft Teams tenant, to install Conversational Integration with Microsoft Teams application.
        
        Integrate VA with MS Teams using self-configured bot -- You can integrate Virtual Agent with Microsoft Teams by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. Unlike the pre-published app, the self-configured bot bypasses the collaboration proxy architecture.
        
        Auto-generate the manifest file for uploading on Microsoft Teams -- Auto-generate the manifest file and customize the branding of your Microsoft Teams app so that you can make Virtual Agent available in your organization.
        
        Upload the manifest package file to publish your bot -- Upload the manifest file that you generated to the Microsoft Teams and test your app experience to make it be available in the Microsoft global app store.
        
        Integrate VA with MS Teams for GCC-H -- You can integrate Virtual Agent with Microsoft Teams for GCC-H (Government Community Cloud - High) or DoD (Department of Defense) customers by configuring your own bots. The self-configured method provides another way for customers to enable the integration without installing the default Now Virtual Agent app that is published on the Microsoft Store. The self-configured bot bypasses the collaboration proxy architecture.
        
        Create a bot in Microsoft Teams for GCC-H or DoD -- Create a self-configured bot with Microsoft Teams for GCC-H or DoD customers to be able to integrate with the Virtual Agent.
        
        Integrate your self-configured bot with Microsoft Teams for GCC-H or DoD -- Link your registered Microsoft Teams bot with your ServiceNow instance to integrate it with the Virtual Agent. Use your ServiceNow Virtual Agent application to install and configure Conversational Integration with Microsoft Teams.
        
        Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD -- After you complete integrating the bot on the ServiceNow instance, configure the manifest file, auto-generate it, and upload the package file to Microsoft Teams to start conversing with the Virtual Agent.
        
        Limitations in GCC-H or DoD for Microsoft Teams integration with Virtual Agent -- Learn about the limitations for Microsoft Teams Government Community Cloud - High (GCC-H) or the US Department of Defense (DoD) Microsoft Teams integration with Virtual Agent.
        
        Deactivate streaming for all GCC customers in Microsoft Teams -- Control streaming in Microsoft Teams for any and all Government Community Cloud (GCC) varieties.
        
        Create and integrate a self-configured bot for a single tenant page -- Create a self-configured single tenant bot with Microsoft Teams for integration with Virtual Agent.
        
        Enable MS Teams integration in SPP -- When installing Conversational Integration with Microsoft Teams, the ServiceNow AI Platform makes the instance configuration simpler by dynamically determining the bot type for commercial and SPP (ServiceNow Protected Platform) environments from the Tokyo release.
      - Configure VA for Teams -- Configure your Microsoft Teams bots that are integrated with Virtual Agent to enable notifications, to link ServiceNow user profiles, and to set up system messages and contextual actions.
        
        Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams -- Enable users to configure branding for the published Microsoft Teams bot app, the ServiceNow Virtual Agent. Users are provided with the flexibility to customize the default ServiceNow branding for the Microsoft Teams production bot name and icon.
        
        Configure link authentication and opening experience in Microsoft Teams -- Link authentication and opening experience in Microsoft Teams provides a seamless experience for end users to interact with ServiceNow links when you use Virtual Agent on Microsoft Teams.
        
        Configuring smart links in Microsoft Teams -- Configure smart links for your Virtual Agent app in Microsoft Teams to enable different link opening experiences.
        
        Installing Microsoft Teams for all Virtual Agent users -- Pre-link your Virtual Agent requesters to a ServiceNow instance before they run the Conversational Integration with Microsoft Teams. Batch pre-linking enables your Virtual Agent users to immediately chat with a virtual agent and receive notifications without going through the initial authentication linking process.
        
        Customize auto-linking for Conversational Integration with Microsoft Teams -- Customize auto-linking for user profiles by defining the email Id of the user in any custom table rather than just the User [sys_user] table.
        
        Configure promoted topics for Conversational Integration with Microsoft Teams -- Configure promoted topics to push out important, common topics for users' quick consumption during a conversation with the Microsoft Teams bot. You can configure up to six different promoted topics to be displayed on the Microsoft Teams channel greeting message.
        
        Configure Microsoft Teams Message Extension -- Configure Microsoft Teams Message Extension to enable users to use AI Search to find content (Knowledge articles and catalog items), and share information in a one-on-one or group chat. For the base system Virtual Agent integration with Microsoft Teams, this feature is enabled by default.
        
        Configure Microsoft Azure Conditional Access for Microsoft Teams tenant -- You must configure conditional access in Microsoft Azure to restrict users from accessing the production applications. Conditional access helps you from accidentally overriding your production integration with a custom or personal instance integration.
        
        Set up your language preferences for your Virtual Agent integration with Microsoft Teams -- Set language preferences so that Virtual Agent is in the same language as the user's preferred Microsoft Teams language.
        
        Localize the bot messages -- Localize the bot messages to receive them in a language of your choice during your conversations with the bot.
      - Use ServiceNow Otto for Virtual Agent in Teams conversations -- The ServiceNow Otto provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Microsoft Teams.
        
        Enable ServiceNow Otto for Virtual Agent for Microsoft Teams -- Enable the large language model (LLM)-based conversational experience with ServiceNow Otto for Virtual Agent integrated with Microsoft Teams.
        
        Integrating ServiceNow Otto for Virtual Agent with Microsoft Copilot -- Integrate ServiceNow Otto for Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.
        
        Setting up the Self-configured bot for using Microsoft Copilot -- Using your Self-configured bot with Microsoft Copilot for ServiceNow Otto conversations requires you to complete a few additional setup actions.
        
        ServiceNow Otto for Virtual Agent in conversations with Microsoft Copilot -- Use ServiceNow Otto plugins in Microsoft Copilot to connect with the Copilot by providing your bot or plugin name during your generative AI conversations.
        
        Synthesized response in Microsoft Teams conversations -- Conversational Integration with Microsoft Teams is designed to provide new and rich user experience with synthesized responses using Large Language Models (LLM) based results summarized in a single response for users to see information in a conversational way, and avoid browsing through carousels.
      - VA feature support in Teams conversations -- The Microsoft Teams app supports Virtual Agent features, such as Assistant Designer controls for creating conversations, notifications, AI Search results, and more.
        
        Assistant Designer Asset library user input and bot response controls in Microsoft Teams -- The Assistant Designer Asset library user input and bot response controls for creating conversation topics are supported in Microsoft Teams conversations, including the table bot response, the card control that can display images, and the image bot response controls.
        
        Virtual Agent notifications supported in Microsoft Teams -- Microsoft Teams app supports Virtual Agent notifications during conversations.
        
        Unsupported Virtual Agent features in Microsoft Teams -- Refer to the unsupported features of Virtual Agent in Conversational Integration with Microsoft Teams.
        
        Common errors and resolution -- The Conversational Interfaces Diagnostic Tool runs a health report to define and capture information for different categories of the Conversational Integration with Microsoft Teams app, such as plugin details, configuration settings, system properties, integration failures, and so on, and lets the user validate and review these settings to start a bot-conversation.
    - Slack -- Use the Conversational Integration with Slack application to connect your requesters with Virtual Agent or live agents through your company’s Slack workspace.
      - Integrate Virtual Agent with Slack -- The Virtual Agent integration with Slack creates a one-to-one association between the ServiceNow instance that you are installing from and the Slack workspace in which the integration runs. By default, Virtual Agent supports one-click installation that integrates one Slack workspace with one ServiceNow instance.
        
        Install the Conversational Integration with Slack -- You can install the Conversational Integration with Slack (sn_va_slack) application if you have the admin role.
        
        Integrate Virtual Agent with Slack -- Add the Virtual Agent bot to your ServiceNow instance to integrate with Slack.
        
        Associate a Slack integration with a different instance -- Override a Virtual Agent integration with Slack.
        
        Manage the Virtual Agent integration with Slack -- Manage your Conversational Integration with Slack application, its branding, and customize the bot-specific messages in your ServiceNow instance after integration.
        
        Remove Virtual Agent integration with Slack -- Remove the Virtual Agent integration from your ServiceNow instance to disassociate the Slack app.
        
        Integrating a self-configured bot with Slack workspace -- Enables ServiceNow Virtual Agent to allow multiple ServiceNow instances to integrate with single Slack workspace. This integration also supports GCC deployments.
        
        Create a bot in Slack -- You must create a self-configured bot in the targeted workspace in Slack to be able to integrate with the Virtual Agent.
        
        Retrieve self-configured bot details -- Retrieve the details of the bot that you created in the Slack workspace to integrate with the ServiceNow instance.
        
        Integrate your ServiceNow instance with a self-configured bot -- Add the self-configured bot to your ServiceNow instance to complete the integration with Slack.
        
        Manage the self-configured bot integration with Slack -- Manage your Conversational Integration with Slack application, its branding, and customize the self-configured bot-specific messages in your ServiceNow instance after integration.
        
        Remove the self-configured bot integration with Slack -- Remove the self-configured bot integration from your ServiceNow instance to disassociate the Slack app.
      - Configure Virtual Agent settings for Slack -- Configure your Slack bots that are integrated with Virtual Agent to enable notifications, to link ServiceNow user profiles, and to set up system messages and contextual actions.
        
        Configure branding for your Virtual Agent bot in Slack -- You have the flexibility to customize the default branding for your Slack Virtual Agent. You can change the production bot's name and icon.
        
        Configure branding for your self-configured bot -- Configure your self-configured Slack app's branding. You have the flexibility to customize the default ServiceNow branding for the Slack self-configured bot name and icon.
        
        Link Virtual Agent requesters before integration with Slack -- Link your Virtual Agent requesters to a ServiceNow instance before they run the Conversational Integration with Slack. Batch linking lets your Virtual Agent users chat immediately and receive notifications without going through the initial authentication linking process.
        
        Configure promoted topics for Conversational Integration with Slack -- Configure promoted topics to push out important, common topics for users' quick consumption during a conversation with the Slack bot. You can configure up to six different promoted topics to be displayed on the Slack channel greeting message.
      - Use ServiceNow Otto conversations with Slack -- ServiceNow Otto provides a large language model (LLM)-based conversational experience in your conversations with a Virtual Agent bot or a self-configured bot that is integrated with Slack.
        
        Enable ServiceNow Otto for Virtual Agent in Slack -- Enable large language model (LLM) conversational experiences with ServiceNow Otto in your Slack integration.
        
        Synthesized response in Slack conversations -- Synthesized responses in Slack conversations are results that are summarized as a single response, allowing users to see information in a conversational way.
      - VA feature support in Slack conversations -- Virtual Agent features, such as AI Search results, Virtual Agent notifications, and controls for creating Virtual Agent conversations are supported in Slack bot conversations.
        
        Assistant Designer user input and bot response controls in Slack -- The Assistant Designer user input controls and bot responses for creating conversation topics are supported in Slack conversations, including the table bot response and the card control that can display images.
        
        Virtual Agent notifications supported in Slack -- Slack app supports Virtual Agent notifications during conversations.
        
        Unsupported Virtual Agent features in Slack -- Refer to the unsupported features of Virtual Agent in Conversational Integration with Slack.
    - SMS with Amazon End User Messaging -- Install the Conversational SMS with AWS End User Messaging (sn_sms_aws_adapter) plugin from the ServiceNow Store to enable users to connect to customer support agents via SMS using the Amazon End User Messaging as the SMS provider.
      - Configure -- Install and set up the Conversational SMS Integration with AWS End User Messaging application to enable requesters to interact with virtual and live agents.
        
        Install -- You can install the Conversational SMS Integration with AWS End User Messaging application (sn_sms_aws_adapter) from the ServiceNow store and integrate it with AWS End User Messaging to enable customer support agent conversations via an SMS channel.
        
        Set up SMS End User Messaging Service and AWS resources -- Set up conversational SMS with Amazon Web Services (AWS) end user messaging to enable customers to seamlessly talk to virtual or live agents.
        
        Set up SMS integration on ServiceNow instance -- Set up conversational SMS on a ServiceNow instance to enable customers to seamlessly talk to virtual or live agents.
      - Use -- Enable a customer to converse with a live or virtual agent using the SMS integration with AWS End User Messaging.
    - SMS Twilio -- Use this ServiceNow Store application to host Virtual Agent conversations on Twilio SMS to chat with virtual agent or live agents.
      - Explore -- Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.
      - Configure -- Install Conversational SMS Integration with Twilio from the ServiceNow Store, configure it, and then configure SMS authentication.
        
        Install Conversational SMS Integration with Twilio -- You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.
        
        Set up the Conversational SMS Integration with Twilio -- Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.
        
        Configure SMS authentication -- Authenticate all users using Conversational SMS Integration with Twilio with Soft PIN (SN) and Google authenticators as the 2-factor authentication mechanisms for account linking.
        
        Rate limiting policy for SMS Authentication -- Rate limiting policy locks out a user when an invalid or incorrect Soft PIN is entered consecutively for three times in a span of 24 hours.
      - Use -- Enable a requester to converse with an agent using SMS conversations with Twilio.
    - WhatsApp (powered by Twilio) -- Use this application to enable requesters to interact on WhatsApp chat with a virtual agent or live agent. The application connects a requester with a virtual agent or live agent using your company's WhatsApp-enabled Twilio phone number.
      - Configure -- Install and set up the Conversational Integration with WhatsApp (powered by Twilio) application to enable requesters to interact with virtual and live agents.
        
        Install Conversational Integration with WhatsApp (powered by Twilio) -- Install the Conversational Integration with WhatsApp (powered by Twilio) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
        
        Set up Conversational Integration with WhatsApp (powered by Twilio) -- Set up the Conversational Integration with WhatsApp (powered by Twilio) application so that you can engage requesters in bot conversations. Integrating with ServiceNow Virtual Agent enables you to interact on WhatsApp chat with a Virtual Agent or Live Agent.
        
        Set the URL navigation for WhatsApp chat -- When agents share links in their WhatsApp chat conversations, customize the portal that those links point to. For example, you can configure links to point to your brand’s portal, or to the ServiceNow portal.
        
        Closing idle WhatsApp chat conversations -- Enable agents to effectively manage their active WhatsApp chat conversations by automatically closing idle conversations after they have been inactive for a pre-configured amount of time.
        
        Integrating the WhatsApp messaging app with other applications -- Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (powered by Twilio) application.
      - Using -- Enable a requester to converse with an agent at their convenience using the WhatsApp chat conversations through Virtual Agent.
        
        Create a provider notification -- Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.
        
        Transfer WhatsApp chat conversations to live agents -- Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.
        
        Capturing information from a user in a WhatsApp chat conversation -- Use the collection of input controls provided by the Assistant Designer to prompt and capture information from a requester in a WhatsApp chat conversation.
    - WhatsApp Cloud API -- Use this application to enable requesters to interact on WhatsApp chat with a Virtual Agent or live agent. The application connects a requester with a Virtual Agent or live agent using your company's WhatsApp business phone number.
      - Configure -- Install and set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) application to enable requesters to interact with virtual and live agents.
        
        Install Conversational Integration with WhatsApp (WhatsApp Cloud API) -- Install the Conversational Integration with WhatsApp (WhatsApp Cloud API) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
        
        Set up Conversational Integration with WhatsApp (WhatsApp Cloud API) -- Set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) application so that you can engage requesters in bot conversations. Integrating with ServiceNowVirtual Agent enables you to interact on WhatsApp chat with a Virtual Agent or live agent.
        
        Set the URL navigation for WhatsApp chat -- When agents share links in their WhatsApp chat conversations, customize the portal that those links point to. For example, you can configure links to point to your brand’s portal, or to the ServiceNow portal.
        
        Closing idle WhatsApp chat conversations -- Enable agents to effectively manage their active WhatsApp chat conversations by automatically closing idle conversations after they’ve been inactive for a preconfigured amount of time.
        
        Integrating the WhatsApp messaging app with other applications -- Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (WhatsApp Cloud API) application.
        
        Configure WhatsApp Cloud API provider properties -- You can customize the behavior of the Conversational Integration with WhatsApp (WhatsApp Cloud API) application by configuring its provider properties.
      - Using -- Enable a requester to converse with an agent at their convenience using the WhatsApp chat conversations through Virtual Agent.
        
        Enable WhatsApp channel notifications -- Turn on notifications for the WhatsApp channel to send system-generated messages and automated communications.
        
        Create a provider notification -- Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.
        
        Transfer WhatsApp chat conversations to live agents -- Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.
        
        Capturing information from a user in a WhatsApp chat conversation -- Use the collection of input controls provided by the Assistant Designer to prompt and capture information from a requester in a WhatsApp chat conversation.
        
        WhatsApp Cloud API provider properties -- Use provider properties to customize the behavior of the Conversational Integration with Conversational Integration with WhatsApp (WhatsApp Cloud API) application.
- Virtual Agent API -- The ServiceNow Virtual Agent API is a REST API built on ServiceNow's conversational custom chat integration framework, enabling integration with enterprise or third-party chat interfaces, or as a secondary bot in multi-bot environments.
  - Explore -- Use the ServiceNow Virtual Agent API app to integrate any chat interface or a bot with ServiceNow Virtual Agent or Agent Chat. The app is available from the ServiceNow Store.
    - Supported features -- You can use the Virtual Agent API to integrate many of the same features that are available in Virtual Agent and Agent Chat into your chat environment. Feature support varies depending on your ServiceNow release and the store app version number of the Virtual Agent API.
    - Supported versions and licensing requirements -- Get a quick overview of the important information that is related to the Virtual Agent API.
  - Configure -- Configure Virtual Agent API to connect ServiceNow Virtual Agent and Live Agent with any conversational interface.
    - Install -- Install the Virtual Agent API app to integrate any chat interface or a bot with ServiceNow Virtual Agent or Agent Chat.
    - Review inbound response REST endpoint and configure inbound authentication -- After you install the Virtual Agent API, navigate to the Scripted REST API resource to review the endpoint and set up authentication.
      - Configure Message Authentication for inbound communication -- You can configure Message Authentication for the Virtual Agent API instead of Basic or OAuth. Message Authentication involves configuring either Static or Hash tokens, setting up Provider Authentication, and setting the channel identity.
    - Configure output response REST endpoint and outbound authentication -- Specify the outbound endpoint URL to which the Virtual Agent responses are posted. Configure outbound authentication.
    - Test your Virtual Agent API configuration -- Test your Virtual Agent API configuration using API testing tool.
  - Use -- Virtual Agent API enables ServiceNow developers, advanced users, and admins to use Virtual Agent with an enterprise or any other third-party chat interface that supports conversational interfaces or as a secondary bot in an environment with multiple, specialized bots managed by a primary bot.
    - Enable synthesized response -- You can now enable synthesized response in the conversations with the primary bot.
    - Configure interaction record to store clientSessionId -- You can configure to store clientSessionId to support third-party chat applications.
    - Configure to support chat history -- You can now support your live agents to see chat history in their conversations with the primary bot.
      - Setting logo for the primary bot -- You can customize your agent chat interface by setting a logo for the primary bot that appears in the chat history.
    - Enable Now Assist experience -- Enable ServiceNow Otto in Virtual Agent API to support generative AI skills across multiple provider channels.
    - Configure multiple provider applications -- You can configure multiple provider applications to support AI agents where there are multiple primary bots using Virtual Agent API and you need to distinguish between them.
    - Transform Virtual Agent API request and response -- You can transform Virtual Agent API request and response into supported formats through the scripted extension points provided in Virtual Agent API.
    - Enable synchronous support -- You can support synchronous mode for your conversation with primary bot.
    - Virtual Agent bot-to-bot integration -- The Virtual Agent API supports environments that use multiple bots. In this situation, a primary bot communicates with third-party secondary bots, such as a ServiceNow bot.
    - Closing idle bot-to-bot conversations -- In bot-to-bot integrations (Virtual Agent API), abandoned conversations that are "idle" for more than an hour are automatically closed by the scheduled job, Time Out Abandoned B2B Conversations. This job runs hourly each day.
    - Controls in Virtual Agent API -- Virtual Agent API provides you various controls to manage the responses in your conversation.
  - Virtual Agent API reference -- Reference topics provide information about troubleshooting common errors, logs, and debugging while using Virtual Agent API.
    - Common errors -- This section describes some common errors in Virtual Agent API and how they can be resolved.
- Virtual Agent Bot Interconnect -- Use Virtual Agent Bot Interconnect to create a unified chat experience across multiple channels. You can support secondary bots, such as Google Dialogflow, Microsoft Power Virtual Agents, and ServiceNow Virtual Agent.
  - Install Virtual Agent Bot Interconnect -- You can install the Bot Interconnect application if you have the admin role. The application is available from the ServiceNow Store.
  - Using Google Dialogflow as a secondary bot -- With Bot Interconnect, you can use ServiceNow Virtual Agent as the primary bot with a Google Dialogflow secondary bot. All of the skills and topics available to Google Dialogflow are made available to and executable from channels that are configured for ServiceNow Virtual Agent.
    - Create a new agent in Google Dialogflow -- To use Google Dialogflow with Virtual Agent Bot Interconnect, you must first create a new agent in Google Dialogflow.
    - Create a service account and private key for the Google Dialogflow project -- To use Google Dialogflow with Virtual Agent Bot Interconnect, the second step is to create a service account and private key for the new agent in Google Dialogflow.
    - Generate a Java Keystore file from the JSON private key file -- To use Google Dialogflow with Virtual Agent Bot Interconnect, the third step is to generate a JKS file from the JSON private key you created in the previous step.
    - Configure connections to Google Dialogflow in your Virtual Agent Bot Interconnect instance -- To use Google Dialogflow with Virtual Agent Bot Interconnect, the fourth step is to configure the connection in your ServiceNow instance.
    - Create a Virtual Agent Bot Interconnect shell topic to call Google Dialogflow topics -- To access topics in the Google Dialogflow secondary bot, you must create at least one Virtual Agent Bot Interconnect topic.
  - Using Microsoft Power Virtual Agents as a secondary bot -- With Bot Interconnect, you can use ServiceNow Virtual Agent as the primary bot with a Microsoft Power Virtual Agents secondary bot. All of the skills and topics available to Power Virtual Agents are made available to and executable from channels that are configured for ServiceNow Bot Interconnect.
    - Create a JavaScript function in Microsoft Azure using Visual Studio Code -- To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must create a JavaScript function in Microsoft Azure using the sample code files in Bot Interconnect.
    - Locate and copy the Direct Line secret key in Microsoft Power Virtual Agents -- To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must locate and copy the Direct Line security key in your Power Virtual Agents account.
    - Add the Direct Line secret key to your Virtual Agent Bot Interconnect instance -- To use Power Virtual Agents with Virtual Agent Bot Interconnect, you must add the Direct Line security key as a credential in your Bot Interconnect instance.
    - Create a Virtual Agent Bot Interconnect shell topic to call Microsoft Power Virtual Agents topics -- To access topics in the Power Virtual Agents secondary bot, you must create at least one Virtual Agent Bot Interconnect topic.
  - Using ServiceNow Virtual Agent as a secondary bot -- Virtual Agent Bot Interconnect enables you to use ServiceNow Virtual Agent as the primary bot with a ServiceNow Virtual Agent secondary bot.
    - Synchronous or asynchronous mode -- Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode with Bot Interconnect.
      - Enable synchronous mode on the secondary ServiceNow Virtual Agent instance -- Enable synchronous mode on the secondary ServiceNow Virtual Agent instance to use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect.
      - Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance -- Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance to use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect.
    - Create a connection and credential in Virtual Agent Bot Interconnect -- To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, configure the connection and credential records in the Bot Interconnect (primary) instance.
      - Create a connection and credential in Virtual Agent Bot Interconnect -- Create a connection and credential in Virtual Agent Bot Interconnect (primary instance) to enable uploading of attachments in the secondary bot.
    - Create an auth token in the ServiceNow secondary instance -- To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, create an authentication token in the secondary instance.
    - Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics -- To use ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you must create at least one shell topic in Bot Interconnect.
    - Enable live agent connection on the primary instance -- Enable live agent connection on the primary instance to route an interaction to a live agent on the secondary instance.
    - Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot -- Debug Workflow Studio executions of your Virtual Agent Bot Interconnect and Virtual Agent secondary bot integration.
- (Legacy) Virtual Agent for NLU -- Use ServiceNow Virtual Agent with Natural Language Understanding (NLU) topic discovery.
  - Explore NLU -- The ServiceNow Virtual Agent platform provides user assistance through conversations within an intelligent messaging interface. Automated conversations help users obtain information, make decisions, and perform common work tasks with Virtual Agent.
    - NLU to LLM topic migration -- Migrate your Natural Language Understanding (NLU) and keyword Virtual Agent topics to large language model (LLM) topics in phases. You can improve topic discovery without disrupting conversations that already work.
    - Monitoring and managing NLU applications -- Use the Conversational Interfaces Home page to monitor the performance of recent Virtual Agent conversations or test your bot. Plugin update notices will alert you when a feature update is ready.
    - NLU topic discovery -- Apply Natural Language Understanding (NLU) models that enable Virtual Agent to process user statements in automated conversations. An NLU model provides information that your virtual agent uses to determine what users want to do and to extract relevant values from their input. With NLU, Virtual Agent can offer a more natural and engaging conversational experience.
      - Advantages of NLU over keywords -- Natural language models help Virtual Agent to process human language based on context and your company's data. In this way, what the user needs can be more accurately matched with a corresponding topic. Virtual Agent supports large language models (LLMs) and Natural Language Understanding (NLU).
      - Dialog Acts -- As part of the Vancouver release, the Dialog Acts feature expands natural language communication with Virtual Agent, leading to more fluid conversations between user and agent.
      - Implement NLU -- Create and maintain NLU model groups and intents that map to your conversation topics in Virtual Agent. You can create and edit model groups in NLU Workbench or from topics in Virtual Agent Designer.
    - (Legacy) Virtual Agent chat widget interface for NLU -- The Natural Language Understanding (NLU) Virtual Agent chat widget interface captures an automated messaging session between Virtual Agent and the user. Users can see a list of all the topics that the bot can help with, enter a request, request a transfer to a live agent, send and receive attachments, and receive visual and/or audio notifications.
      - Example NLU conversation -- Virtual Agent can automate many workflows, and a number of common solutions are available when you install Virtual Agent and related plugins, such as ITSM Virtual Agent Conversations.
        
        Create the Asset Refresh topic in Assistant Designer Asset library -- Create the topic in Assistant Designer Asset library using topic blocks that come with the ITSM Virtual Agent Conversations plugin. When the user receives a notification that it's time to upgrade, they will be directed to this topic.
        
        Create the Open Incident workflow in the Asset Refresh topic -- Each Decision branch introduces additional workflows. After creating our main Asset Refresh workflow, we need to ensure that the user can get help if something goes wrong. In this example, we will help the user create an incident.
        
        Create the More Information workflow -- In our example, we must provide the workflow for the "more information" Decision branch. If the user wants to learn more before upgrading, we can point them to a specific KB article explaining how your organization's policy works.
        
        Create the notification for the Asset Refresh topic -- Create an actionable notification to trigger the Asset Refresh Virtual Agent example topic you just created. The user will automatically receive the notification when it's time for them to order a new hardware asset.
        
        Associate content with the Asset Refresh notification -- After creating the actionable notification for the Asset Refresh topic, go back into the notification and add content. This links the notification with the Virtual Agent topic that you created.
    - NLU channels -- The various ways in which your end users engage with virtual and live agents are called channels. In Conversational Interfaces, users and agents converse through channels that have specific communication modes: chat mode for real-time conversations and messaging mode for long-running conversations.
    - Virtual Agent Lite -- Virtual Agent Lite is a limited version of Virtual Agent that is available to ITSM standard customers.
      - Quick start -- Virtual Agent Lite comes pre-installed, so all you have to do to try it is activate the ITSM Virtual Agent Conversation Topics Lite plugin and set it up.
      - Preview and test Virtual Agent Lite topics -- Run a pre-built IT Service Management (ITSM) Virtual Agent Lite topic to decide whether you want to deploy it to your end users.
      - Duplicate and publish Virtual Agent Lite topics -- Copy and publish a pre-built ITSM Virtual Agent Lite topic to deploy it to your users.
  - Activate and get started -- Using the Conversational Interfaces console, you can quickly add Virtual Agent to a portal, configure branding, personalize the greeting, and begin to use pre-built ITSM Virtual Agent conversations.
    - Activate Virtual Agent for NLU -- You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.
  - Configure NLU -- Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers.
    - Installing NLU components -- Use the Conversational Interfaces Home page to install Virtual Agent and related plugins. Once installed, select a card to customize your bot or set up Agent Chat.
      - Plugins installed with Virtual Agent -- Various types of components are installed with activation of the Glide Virtual Agent [com.glide.cs.chatbot] plugin, including tables and user roles.
    - Install NLU conversational plugins -- Install Virtual Agent plugins for your business areas. These plugins contain predefined conversations and Virtual Agent assets that help users with common self-service tasks, such as creating or updating cases or providing answers to frequently asked questions.
      - Additional plugins for NLU -- After activating Virtual Agent, you can activate additional plugins to enable other features for conversation design.
    - Conversational Interfaces Home for NLU -- You can use the Conversational Interfaces console and the Chat Settings option in the Home page to explore and configure general chat functionality and set up Virtual Agent and Agent Chat features.
      - General chat settings -- Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.
        
        Branding your NLU chat client -- Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.
        
        Create a new user for an NLU branded bot -- The default branding configuration includes the Virtual Agent bot, which has a ServiceNow avatar. To create a new bot with your own branding, create an active user profile for the bot and link it to a Live Profile.
        
        Set up your NLU bot's branding -- Create different Virtual Agent branding configurations for the various organizations that use your instance. These configurations apply to the web-based chat and mobile clients only.
        
        Create chat surveys -- Use Survey Designer to build conversational questionnaires for gathering pre-chat information and post-chat feedback from end users. These questionnaires run in the chat client for Virtual Agent and Agent Chat.
        
        Define pre-chat survey configurations -- Use pre-chat surveys to capture preliminary information from a customer. You can define a configuration that determines the pre-chat survey to be presented to your customers. From the responses received, Advanced Work Assignment routes chat conversations to appropriate queues and groups.
        
        Using pre-chat surveys with context variables for topic discovery -- Capture user input from pre-chat surveys to use as utterances or keywords for topic discovery.
        
        Define topic context intent configurations -- Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to end users (requesters), rather than prompting them to choose from a list of conversation topics.
        
        URL navigation in NLU -- Use URL navigation settings to specify where and how chat links open. You can configure certain links to open in a specific portal. You can also specify the link target, such as a popup window.
        
        Configure URL navigation for chat links -- Configure the portals in which links to ServiceNow records in live agent and Virtual Agent conversations are opened, including links in output cards and cards for Virtual Agent notifications and AI Search results.
        
        Create a smart link preference -- Create smart links to specify where a URL should open. For example, the URL could open in a new browser window, in a new browser tab, in the chat window, or in a pop-up window.
        
        Configure sensitive data handler -- Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.
    - Customizing an NLU chat experience -- Create different chat experiences for your end users based on the context in which they initiate a conversation with Virtual Agent.
      - Configure an NLU chat experience -- Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.
      - Working with NLU setup topics -- Setup topics are part of a standard conversation structure applied to all your conversations, such as the welcome greeting or fallback responses. Setup topics run at the appropriate spot in a conversation based on the context, keywords, or utterances entered by the user, and any conditions that are specified for the setup topic.
        
        Change Show me everything button text -- Configure the text in the Show me everything button displayed in the chat window to control the display of the initial greetings and the Show me everything button in Virtual Agent conversations. Edit the message in the System Properties [sys_properties] table, or in a copy of the Greetings setup topic.
        
        Hide or reveal Show me everything button -- Set properties to hide or reveal the Show me everything button in Virtual Agent conversations that use NLU/Keyword (Natural Language Understanding) topic discovery.
        
        Change messages in the Greeting topic -- The Virtual Agent greeting setup topic provides default greeting messages for your conversations. Customize these greetings by adding system properties that change the default welcome message and the top selection message prompting users to enter an issue or request.
      - Test NLU chat experiences -- After you create or modify a Virtual Agent chat experience, you can test (simulate) it to verify that it works as expected.
    - Configure NLU in Virtual Agent -- Configure Natural Language Understanding (NLU) in Virtual Agent to identify the NLU service provider for your instance. You can also specify the languages of NLU models used during conversation design, based on the languages supported by your NLU provider and the ServiceNow AI Platform.
      - Configure IBM Watson Assistant -- Use the intents, entities, and utterances defined in IBM Watson Assistant and apply them as an NLU model for your Virtual Agent conversations.
      - Configure Google Dialogflow ES -- Use the intents, entities, and utterances defined in Google Dialogflow ES. Apply them as an NLU model for your Virtual Agent conversations.
        
        Create a service account and private key -- To use Google Dialogflow as your NLU provider for Virtual Agent, create a service account and private key for your agent in Google Dialogflow.
        
        Generate a JKS file and configure security -- To use Google Dialogflow as your NLU provider for Virtual Agent, use the private key you downloaded to generate a JKS file and set up authentication in your ServiceNow instance.
        
        Activate and enable -- When you activate the Google Dialogflow ES service in the Open NLU Drivers [open_nlu_driver] table, the service becomes available as an option in Virtual Agent NLU settings.
        
        Test -- Test topic discovery with Google Dialogflow and Virtual Agent in the Virtual Agent Designer interface.
      - Enhanced handling of user inputs -- Give Virtual Agent the capability of recognizing natural variations on yes and no from the user, such as sure or nope. By defining a range of boolean responses as affirmative or negative, Virtual Agent doesn't have to prompt the user to restate their preference.
        
        Configure enhanced user input handling -- Add enhanced natural language handling for boolean user responses to your Virtual Agent environment. If you're using additional languages or third-party NLU providers, specify the model and intents that define variations in yes/no utterances for your bot.
    - Configure Virtual Agent for a mobile application -- Virtual Agent provides optimized templates for the mobile experience. Configure a service portal to run Virtual Agent on a ServiceNow mobile application.
      - Notification of unread chat messages -- When Now Mobile app users navigate away from the app after starting an active conversation, they can automatically receive Virtual Agent mobile push notifications informing them of new, unread chat messages and  Virtual Agent notifications that have arrived.
      - View and modify style templates -- Virtual Agent provides optimized templates for the mobile experience. You can view and modify the style sheets in the Adapter Cards [sys_cs_adapter_card] table.
    - Configuring notifications for NLU -- Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.
      - Create notifications for NLU -- Create a notification that is sent directly to users via the Virtual Agent chatbot. The notification specifies when users receive the notification (triggers for the notification) and who receives it (recipients with and without accounts in the User [sys_user] table).
      - Create additional recipients for NLU notifications -- Create and define additional recipients for a Virtual Agent notification to be delivered on chat channels or messaging channels.
      - Define notification contents for NLU -- Create the content for a Virtual Agent notification delivered in a chat or messaging channel.
      - Configure a delivery channel for NLU notifications -- Configure a delivery channel for Virtual Agent notifications by specifying the messaging channel information to send notifications to users.
      - Define NLU notification actions -- Create the actions for a Virtual Agent chat or messaging channel to send actionable notifications.
      - Define NLU link actions to notification content -- Create the link actions for Virtual Agent notification content to be delivered in a chat or messaging channel as actionable notifications.
      - Enable NLU notifications -- Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.
    - Using catalogs and autopilot -- Use catalogs to search for and request services and products in chat widget conversations.
      - Set up catalog branding -- Customize the appearance of catalogs in Virtual Agent to match your business' branding.
    - Using multiple active conversations -- Virtual Agent for NLU features the ability to have multiple conversations at the same time, separated and directed by chosen context.
      - Set NLU portal consumer context values -- Use context values to determine which portals receive certain messages and notifications for users in that portal.
      - Set a default NLU context value -- Use consumer account context values to define where Virtual Agent messages are directed by default when using the multiple active conversations feature.
      - Activate multiple active conversations -- Use the multiple active conversations system, in combination with defined context values and a default portal, to handle concurrent conversations with Virtual Agent.
      - Route NLU notifications through multiple portals -- Send notifications and other Virtual Agent messages through as many portals as desired.
    - Embed the Virtual Agent chat widget in an external web page (legacy method for standard chat) -- Load the Virtual Agent chat widget interface in an external web page by using an inline frame element (iframe). You can also optionally enable the single sign-on (SSO) authentication process to run automatically for guest users who are using the chat widget and are not logged in.
    - Conversational Interfaces Guided Setup -- Use the Conversational Interfaces Guided Setup to create a personalized setup process for just the conversational interface features you need. The Conversational Interfaces Guided Setup starts with a survey and creates a personalized task list based on your survey responses.
  - Build and deploy NLU conversations -- Convert the time your agents and technicians spend handling low-impact user requests into an intelligently managed interaction. Enable Virtual Agent with NLU to understand the intent of what people are looking for and provide them with more relevant answers.
    - Getting started with Virtual Agent Designer -- The Virtual Agent Designer is a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.
    - Designing an NLU topic -- Walk through the design of an example Virtual Agent topic that enables users to view incidents they submitted. The example highlights various design controls that can be used to build the conversation flow.
    - Create an NLU topic -- Use Virtual Agent Designer to create and modify Virtual Agent topics (conversations). Build your topic to meet a specific objective or goal, such as fulfilling a user's request or helping a user complete a task.
      - NLU model mapping -- ServiceNow model groups help you to manage the localization of both topics and Natural Language Understanding (NLU) models more easily. You can map Virtual Agent topics to a new or existing model group directly from Virtual Agent.
      - Topic mapping to a multilingual model group -- When you map a topic to a multilingual model group in Virtual Agent Designer, the topic mappings for enabled languages are set up automatically.
      - Modify NLU utterances and entities -- View, test, and modify NLU utterances for a Virtual Agent topic on the NLU Intent tab in Virtual Agent Designer.
      - Change the application scope for topics -- Set the application scope before you create or update a topic. For example, if you're creating ITSM topics, verify that you're in the ITSM Virtual Agent Conversations scope (and not the scope for the ITSM NLU (Natural Language Understanding) Model for Virtual Agent Conversations).
      - Create a small talk topic for NLU -- Build small talk topics that let Virtual Agent engage in casual conversation with users. A small talk topic provides a response to a casual question that users might ask during a conversation, such as the time or date. A small talk topic can occur anytime within a conversation session and can be unrelated to the original conversation intent.
      - Add NLU to a keyword topic -- Create and map an NLU model group and intent for the topic from Assistant Designer.
      - Add nodeless NLU entities as input variables -- You can add nodeless NLU entities as input variables to a topic if NLU is enabled for Virtual Agent. These variables can be slot-filled from NLU service provider predictions or provided outside of the scope of the topic.
      - Use system-derived entities -- Associate system-derived entities such as such as date, time, duration, or location with a node in a topic.
    - Testing NLU and keyword topics -- Use the chat test window to preview, test, and debug Natural Language Understanding (NLU)/keyword topics.
      - Train and test your NLU model -- Use the NLU Intent tab to train and try a Natural Language Understanding (NLU) model that is mapped to a topic without leaving Virtual Agent Designer.
      - Automated testing for NLU topics -- Automated testing for your Virtual Agent topic flows uses the ServiceNow Automated Test Framework product through Assistant Designer. You can create and run automated tests through the Automated Test Framework to confirm that your topic flow works after making a change.
        
        Manage and run automated test cases -- Run reusable test cases of your published topics using the Automated Test Framework through Virtual Agent Designer to identify performance issues and prevent regressions before production.
        
        Create an automated test -- Create automated tests in Virtual Agent Designer and run tests regularly against ideal conversation topic flows. You can create multiple automated tests for a topic to capture different conversation flows for various situations such as ideal conversation paths or errors.
        
        Handle dynamic input failures -- Avoid failures when performing automated tests for topics in Assistant Designer by controlling which inputs that you want to run as part of a test case.
      - Debug an NLU topic -- Investigate and resolve unexpected behavior in your custom Virtual Agent topics, topic blocks, and controls.
        
        Resolve NLU discovery issues -- If an intent is not being chosen when expected, you can troubleshoot NLU prediction errors.
        
        NLU topic discovery logic -- Understand how Virtual Agent returns intents and how it selects which intents to show to the user.
    - Using Virtual Agent Topic Recommendations -- Use the Topic Recommendations app to identify pre-built Virtual Agent topics that can be quickly implemented in your organization. Topic Recommendations uses Intent Discovery to analyze data from your organization and to find relevant pre-built topics that your organization can benefit from, and new topics that would be useful to create.
      - Update Topic Recommendations -- You can install updates to the Topic Recommendations application (com.snc.va_topic_recommender) if you have the admin role.
      - Quick start -- To get recommended topics based on your data, configure analysis reports, run the reports, and then review the results. You can either add new topics to Virtual Agent or link a recommendation to an existing topic.
      - Configure analysis reports -- To generate Topic Recommendations, specify a default data source (ServiceNow table and field) and the conditions for filtering the data records.
      - Run an analysis -- Generate a report that analyzes a given data source and identifies the appropriate Virtual Agent pre-built topics that you can implement. For intents that do not have matching pre-built topics, the report identifies the user intents (topics) that you can create.
      - Add recommended topics and intents -- After you run and review a Topic Recommendations report, select the pre-built topics and suggested intents to add to Virtual Agent.
      - Link a recommendation to a topic -- Instead of creating a new topic from a topic recommendation, you can link it to an existing topic. This lets Virtual Agent know that you have a topic that addresses the recommendation.
      - Unlink a recommendation from a topic -- You can unlink a topic recommendation from a topic. This lets you link it to a new or alternate topic.
      - Hide a recommendation -- You can choose to ignore a topic recommendation by hiding it. Doing so hides it for everyone on the instance. You can still view hidden recommendations and show it again later.
      - Troubleshoot -- Investigate and resolve unexpected behavior with Topic Recommendations, or find answers to common questions.
      - Interface reference -- The Topic Recommendations app provides two main pages: a configuration page and the Topic Recommendations page, where you find any recommended topics.
        
        Settings -- Use the Topic Recommendations settings page to configure analysis reports based on your ServiceNow data.
        
        Topic Recommendations page -- Use the Topic Recommendations page to run analysis reports, view recommendations, add topics to Virtual Agent, or link a recommendation to an existing topic.
        
        Cards -- Recommended topic and intent cards display the status of the recommendation, allowing you to track them more easily over time.
    - Exploring other Virtual Agent NLU features -- After creating topics with the basic Virtual Agent Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
      - Deploying NLU topics in other channels -- When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. During conversation design, Virtual Agent Designer provides built-in guardrails to help you tailor your conversations to those channels.
      - Case and incident deflection for NLU -- Virtual Agent provides several self-service options for your user that can help deflect tickets.
        
        Using Issue Auto Resolution -- You can proactively deflect issues and expedite the resolution process for your agent and user with the Issue Auto Resolution (IAR) application. Through machine learning and Natural Language Understanding (NLU), users get immediate self-service and can access Virtual Agent topics, Knowledge articles, and catalog items.
        
        Configure and run -- Use the incident data from your organization to run simulations from the matching intents that the Issue Auto Resolution application based its predictions on from the case descriptions.
        
        Configuration settings -- Learn about the different configuration settings that you can use for the Issue Auto Resolution (IAR) application. For example, you can see the status of your Issue Auto Resolution configurations and decide to turn off or edit each configuration setting to fit your organization's needs.
        
        Diagnostic chat -- Admin users can initiate a chat conversation to troubleshoot the settings and functionality of Issue Auto Resolution if an issue arises that wasn't addressed as expected.
        
        Using the deflection topic block -- Use the pre-built deflection topic block in ServiceNow Virtual Agent to track the issues that Virtual Agent helped to resolve or actually resolved for a user. Incident deflection patterns and metrics can help you optimize and analyze the effectiveness of Virtual Agent.
        
        Create deflection configurations and patterns -- Set up deflection settings to create deflection configurations and deflection patterns that you can map to deflection topic blocks in Virtual Agent conversation topics. These deflections help you to track the issues that Virtual Agent helped to resolve or actually resolved for a user.
      - Implementing AI Search in NLU -- Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic.
        
        Activate AI Search -- Once activated, AI Search configurations that are part of the Virtual Agent default chat experience become available. The AI Search Fallback setup topic controls the AI Search experience.
        
        Create a custom AI Search experience -- Define a custom AI Search experience in a conversation using the AI Search topic block. You create a Search Application Configuration used by the topic block to control the AI Search results returned in the conversation. Or you can use the Search Application Configuration to control AI Search results in a custom chat experience.
      - NLU topic blocks -- Topic blocks are reusable components that you can create to run common tasks and conversational elements in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics.
        
        Pre-built topic blocks for NLU -- Virtual Agent provides pre-built topic blocks that topic authors or admins can use to perform specific platform-related functions or tasks in bot conversations. For example, certain topic blocks enable you to check agent availability or generate AI Search results.
        
        Using the Geolocation topic block -- Topic authors can include a pre-built topic block called Geolocation in conversations with users. The Geolocation topic block retrieves the latitude and longitude coordinates of the user's location.
    - Using NLU Virtual Agent with a live agent -- Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.
      - Transferring NLU conversations to a live agent -- Manage live chat support, including the chat support interface used when a Virtual Agent conversation is transferred to a live agent.
      - Closing NLU and Agent Chat conversations -- Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day.
    - Localization options for NLU conversations -- The ServiceNow platform provides several methods for serving your international Virtual Agent users, regardless of their language and locale. Professionally localize your conversations, use dynamic machine translation, or a combination of the two.
      - Language detection and dynamic translation in NLU -- Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.
      - Prerequisites for Dynamic Translation for NLU -- To enable dynamic machine translation, install ServiceNow language plugins and Dynamic Translation plugins. Then configure Dynamic Translation for your instance.
      - Configure Dynamic Translation service integration credentials -- Configure the credential and connection for your translation service.
      - Activate your translation service in Dynamic Translation -- Activate your preferred Dynamic Translation provider and mark it as the default service for both translation and language detection.
      - Enable Dynamic Translation for NLU Virtual Agent -- Enable Dynamic Translation for one or more languages in Chat Settings for Virtual Agent.
      - Specify a fallback language -- Provide language locale support by specifying a fallback language for Virtual Agent to use for topics, keywords, and NLU prediction. For example, the ServiceNow platform doesn't support Mexican Spanish (mx-es), but it does support Spanish (es), which you can designate as the fallback language for a better user experience.
      - Enable Dynamic Translation for unsupported languages -- The ServiceNow platform supports several languages, but you can enable dynamic machine translation for additional languages in Virtual Agent.
      - Localizing NLU conversations -- The ServiceNow platform provides several methods for localizing Virtual Agent conversations, depending on your needs. Use the Localization Framework to manage all aspects of the translation process, whether you are using machine translation, a third-party provider, or both.
        
        Enable NLU language settings -- If you plan to use language-specific NLU models, you must enable the installed languages in the Supported NLU Languages list. A language is enabled if the Enabled column displays true. English language is enabled by default.
        
        Localize keyword topics -- Use the ServiceNow Localization Framework to manage the process of localizing Virtual Agent conversations and keywords.
        
        Localize NLU topics -- Use the ServiceNow Localization Framework to manage the process of localizing Virtual Agent conversations that use Natural Language Understanding (NLU).
        
        Map a topic to a secondary NLU model -- Map a Virtual Agent topic to a secondary model in the model group or to a standalone, single-language NLU model for each supported language.
        
        Test topic and NLU model translations -- Test a translated Virtual Agent topic and the localized NLU model to ensure that it works as expected in a conversation.
        
        Edit topic translations -- A Virtual Agent admin user can edit and publish translations directly in Virtual Agent Designer.
        
        Request bulk translations -- If you need to translate many Virtual Agent topics across multiple models at one time, you can use the [sys_cs_topic] table list view to request translations.
        
        Authoring conversations for localization -- Use localization methods in your Virtual Agent scripts to ensure that the content can be translated. Localization methods are designed to show the original text when no translation is found. These methods can be applied to your code before you have created translations.
        
        Language support for NLU services -- Entity extraction is supported on ServiceNow NLU models for specific languages only. The remaining languages support intent matching only. If you are using IBM Watson Assistant, supported languages vary.
        
        Localization roles -- Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.
        
        Localization requestor -- Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.
        
        Localization fulfiller -- Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.
        
        Localization editor -- Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.
        
        Virtual Agent admin -- Assign localization roles according to a user's scope in the localization process. Users may request translations, fulfill translation requests, and edit translations, based on their role.
        
        Translation tables -- Virtual Agent uses the [sys_translated_text] and [sys_ui_message] tables to store translated text.
  - Virtual Agent channel integrations -- Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and messaging applications.
    - Integrate VA for NLU with messaging apps -- Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance.
      - Integrating IBM Watson Assistant conversations -- Use the IBM Watson Assistant topic to enable Virtual Agent to exchange information with conversations that were created in IBM Watson Assistant.
        
        Integrating with IBM Watson Assistant -- Set up the IBM Watson Assistant topic to run dialog skills (conversations created in IBM Watson Assistant) in the web-based chat client. This topic returns information exchanged during the Virtual Agent conversation to IBM Watson Assistant.
        
        Integrating with Watson Assistant V2 API -- Configure the IBM Watson Assistant Chat Integration to run a dialog skill (conversation) created in IBM Watson Assistant with the Assistant V2 API. The V2 API enables the Virtual Agent chat widget to run a topic that uses Watson Assistant's intent disambiguation feature to improve topic discovery.
    - Integrate VA for NLU with voice channels -- Enable users to run voice-based Virtual Agent bot conversations by integrating with supported third-party Contact Center applications and voice-assistant-based applications. Use the Conversational Integration apps that are available from the ServiceNow Store to configure these voice-based apps for your ServiceNow instance.
      - Conversational IVR with Amazon Connect -- Use Conversational IVR with Amazon Connect to enable Conversational Interactive Voice Response (IVR) on your instance. Users will be able to conduct conversations with a bot via the phone channel, powered by ServiceNow Virtual Agent.
        
        Explore -- Use this application to build an integration with Amazon Connect. This allows your users to initiate an IVR (Interactive Voice Response) conversation with Virtual Agent. This integration also allows the user to connect with an agent using Advanced Work Assignment (AWA) over SoftPhone.
        
        Install -- Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.
        
        Installed components -- After installing the Conversational IVR with Amazon Connect application from the ServiceNow Store, the additional dependant plugins and spokes get auto-installed to enable other features for interactive voice response.
        
        Configure -- Install and configure the Conversational Integration with Amazon Connect application to enable users to have a conversational voice response with Virtual Agent.
        
        Configure your AWS account -- To enable the Conversational IVR functionality within your ServiceNow instance, you must utilize a third-party Contact Center application. One such option is Amazon Connect, which is part of the Amazon Web Services (AWS) platform. You must configure your organization’s AWS account prior to making it available for use in the Conversational IVR feature.
        
        Grant access to an IAM role -- Grant a ServiceNow user the required permissions to complete the Conversational Integration with Amazon Connect on the AWS Console.
        
        Create an Amazon S3 bucket -- Create an Amazon S3 bucket to store the files required for configuring Conversational IVR within your AWS account.
        
        Create an AWS CloudFormation stack -- Create an AWS CloudFormation stack to provision all the infrastructure resources required to enable the Conversational IVR feature. You will be populating a template provided by ServiceNow that will then generate the required configuration.
        
        Configure localization -- Configure localization in Conversational IVR to use localization with Virtual Agent in other supported languages.
        
        Customize keywords -- Customize the IVR integration-specific keywords that are provided by default for better conversation in another language with the Virtual Agent.
        
        Claim a phone number -- Claim a phone number to set up IVR (Interactive Voice Response).
        
        Create inbound and outbound contact flows -- Create the inbound and outbound Amazon Connect contact flows to set up IVR (Interactive Voice Response).
        
        Set up transcription -- Configure Conversational IVR with Amazon Connect application to store the conversation between the agent and the user over Softphone as a transcript.
        
        Configure Conversational IVR -- Configure Amazon Connect service provider to integrate with Virtual Agent and use interactive voice response.
        
        Enroll user Soft PIN and Device -- Enroll the user Soft PIN and Device in your ServiceNow instance to setup callback authentication.
        
        Set up the Amazon Connect spoke -- Set up the Amazon Connect spoke to integrate your ServiceNow instance with Amazon Connect.
        
        Sync agents for live agent transfer -- After the installation and configuration of Amazon Connect, you must sync agents to enable live transfer. You can sync agents stored in Amazon Connect with the agents on your ServiceNow agents.
        
        Configure user authentication -- You must configure the authentication level for how the end-user can be authenticated to be the logged-in ServiceNow user using Voice.
        
        Manage bot messages -- Edit your custom messages to ensure that your conversations are optimized for Conversational IVR.
        
        Provider properties -- View and update the provider properties available for Amazon Connect
      - Conversational Integration with Alexa -- Use the Conversational Integration with Alexa application to empower customers to engage with your business using their Alexa devices. The application connects a requester with a Virtual Agent using your company's Alexa account.
        
        Install Conversational Integration with Alexa -- You can install the Conversational Integration with Alexa application (sn.va.alexa) if you have the admin role. The application installs the related ServiceNow Store applications and plugins if they are not already installed.
        
        Configure Conversational Integration with Alexa -- Install and set up the Conversational Integration with Alexa application to enable users to interact with a virtual agent.
        
        Set up -- Set up the Conversational Integration with Alexa application so that you can engage customers in conversations with bots.
        
        Create an Alexa skill -- Create an Alexa-hosted skill using the Alexa developer console. Creating an Alexa skill helps you prepare to use the Alexa app.
        
        Configure an Alexa skill -- Configure your Alexa skill to talk to your ServiceNow instance.
        
        Build an Alexa skill model -- Build your Alexa-hosted skill on the Alexa developer console. Building a saved Alexa skill model helps you prepare the skill for testing.
        
        Get the Alexa skill ID -- Get the Alexa Skill ID from your Alexa developer console after configuring the skill. The Skill ID is the Alexa identifier for the application.
        
        Test an Alexa skill on the developer console -- Test your Alexa skill using the Alexa simulator and developer account once the installation is complete and the skill is built.
        
        Test a skill on the Alexa mobile app -- Test your Alexa skill using the Alexa mobile app.
        
        Test a skill on an Echo or Echo Show -- Test your Alexa skill using the Alexa Echo or Echo Show screen device.
        
        Alexa intents -- Use the Alexa intents supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.
        
        Create a provider channel identity record -- Create a provider channel identity record to connect to your Alexa account.
        
        Set up message authentication -- Define a token in your ServiceNow instance to set up a message authentication with your Alexa account.
        
        Account linking -- Link your Alexa account with your ServiceNow instance to retrieve information from your custom skill.
        
        Configure your Alexa account -- Configure your Alexa account to link it with your ServiceNow instance.
        
        Link Alexa events using macOS Terminal -- Link Alexa events using your macOS Terminal to complete the Alexa account linking process with your ServiceNow instance.
        
        Link your account using the Alexa app -- Link your ServiceNow account using your Alexa mobile application.
        
        Fine-tune settings and topics -- Fine-tune your Virtual Agent settings and topics provided by the Virtual Agent Designer for the best voice chat experience with Alexa.
        
        Contextual actions -- Use the contextual actions supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.
        
        Closing idle chat conversations -- Enable virtual agents to effectively manage their active Alexa chat conversations by automatically closing the conversations after they have been inactive for a preconfigured amount of time.
  - Analyze Virtual Agent performance -- Analyze the performance of Virtual Agent through preconfigured dashboards.
    - Conversational Analytics dashboard -- The Conversational Analytics dashboard in Platform Analytics experience helps you improve Virtual Agent (VA) interactions with users by providing insights into conversational data. The dashboard helps you refine topics and improve the deflection rate of Virtual Agent.
      - Explore -- Use Conversational Analytics dashboard to improve Virtual Agent (VA) interactions with users. The dashboard provides insights into conversational data, and helps you refine topics and improve the deflection rate of VA.
      - Setup -- Set up custom events and formula definitions to create more targeted analytics.
        
        Install Conversational Analytics dashboard -- Get updates to the Conversational Analytics dashboard from the ServiceNow Store.
        
        Create custom events -- Create custom events and monitor them in the Conversational Analytics dashboard.
        
        Create custom override definitions -- Use scripts to override the default formulas used to create the analytics on the Conversational Analytics Dashboard.
        
        Formula override example -- Use the following formula override example to craft your own formula overrides.
      - Using -- Use the Conversational Analytics dashboard to get insights into Virtual Agent (VA) conversations.
        
        Set the date range -- Set the date range using the date picker on the Overview tab to view the data visualizations for the specified date range. The date range set on this tab applies to all the other tabs on the dashboard.
        
        Overview tab -- Use the Overview tab to view key indicators that help you evaluate the performance of Virtual Agent.
        
        Usage tab -- The Usage tab provides usage information related to conversation type, language used in the conversations, and engagement rate of actionable notifications delivered by Virtual Agent (VA).
        
        Conversations tab -- Use the Conversations tab to view the list of Virtual Agent conversations and details of each conversation that occurred during the selected date range.
        
        Conversation transcript template -- The conversation transcript .txt file contains information used to troubleshoot individual conversations.
        
        Use filters in the Conversation tab -- You can filter out conversation for a deeper understanding.
        
        Users tab -- Get detailed information on Virtual Agent users such as the time of the last conversation and duration of the conversation.
        
        Use filters in the Users tab -- You can use filters to get a deeper understanding of User data.
        
        Topics tab -- Use the Topics tab in the Conversational Analytics dashboard to identify the best and underperforming topics.
        
        Spokes -- Use the Spokes indicators to view details such as spoke usage, spoke actions, and subflows for the selected spoke.
        
        Categories -- Use the Category page in the Conversational Analytics dashboard to view the performance of Virtual Agent (VA) topics by the selected topic category.
        
        Topic details -- Use the Topic Details page in the Conversational Analytics dashboard to view key performance indicators of Virtual Agent (VA) topics.
        
        NLU Prediction tab -- Use the NLU Prediction tab to see how well NLU predicts intents, and to improve the intents so NLU makes better predictions.
        
        Modify models -- Test and modify the Virtual Agent models so they more accurately predict user intents.
        
        User Search Metrics tab -- By using user search metrics with the Virtual Agent application, you can see your users' queries and the results from their searches. With these metrics, you can identify the areas where you can improve Virtual Agent to offer more meaningful search results.
        
        Custom Events tab -- Use the Custom Events tab to view the list of custom events created for Virtual Agent.
        
        Funnels tab -- Funnels provide cumulative filtering of conversation flows. Using funnels, you can identify whether your conversation flows are performing effectively when users chat with Virtual Agent.
        
        Issue auto-resolution tab -- The Issue auto-resolution tab helps you understand how well your Virtual Agent (VA) chatbot anticipates user needs. It displays information about the number of user issues intercepted by the auto-resolution service and resolved by VA.
      - Reference -- Reference topics provide descriptions about the Conversational Analytics dashboard roles and system parameters to configure the dashboard.
        
        Roles -- Conversational Analytics dashboard is installed with these roles.
        
        Virtual Agent administrator -- Conversational Analytics dashboard is installed with these roles.
        
        Chat analytics administrator -- Conversational Analytics dashboard is installed with these roles.
        
        UI builder administrator -- Conversational Analytics dashboard is installed with these roles.
        
        Chat analytics viewer -- Conversational Analytics dashboard is installed with these roles.
        
        System property configuration -- Use system properties to configure the functionality of the Conversational Analytics dashboard.
  - NLU reference -- Reference topics provide descriptions about the Virtual Agent Designer interface components and technical details to learn more about scripting methods, Natural Language Understanding system entities, and the Virtual Agent Interactions table.
    - Virtual Agent Designer interface reference -- The Virtual Agent Designer interface lets you create, modify, test, publish, and localize topics, topic blocks, and custom controls.
      - Virtual Agent Designer Topics page -- The Virtual Agent Designer legacy home page lists cards for available topics in your instance.
      - All prebuilt topics page -- When you install prebuilt conversations, such as ITSM Virtual Agent, some topics may not appear on the home page unless you install their dependent plugins. This page shows the additional topics that are available.
      - Create a topic form (NLU) -- The Create a topic form is used to set the properties for a new conversational topic for Virtual Agent.
      - Topic Properties tab for NLU -- Use the Topic Properties tab to identify a topic and how it's used. You can control who uses the topic and what channels it can run in.
      - Topic NLU Intent tab -- You can edit and refine ServiceNow NLU models from within Assistant Designer. When a conversation topic is bound to an associated NLU model and intent, use the NLU Intent tab to review and edit utterances and associated entities.
      - NLU Topic Languages tab -- Use the Languages tab to view the topic's translation status for languages that have been activated in Virtual Agent. If NLU is enabled on your instance, you can also view model mappings for each language.
      - User input controls for NLU -- Use the collection of input controls provided by Virtual Agent Designer to prompt and capture information from the user in a conversation.
        
        Text user input control (NLU) -- The Text user input control in a Virtual Agent topic prompts the user for a text string.
        
        Static Choice user input control (NLU) -- Use the Static Choice user input control in a Virtual Agent topic to list predefined choices available to the user. You can select only one item from a choice list.
        
        Grouped Choice user input control (NLU) -- Use the Grouped Choice user input control in a Virtual Agent topic to list multiple groups of choices in one message.
        
        Dynamic Choice user input control (NLU) -- Use the Dynamic Choice user input control in a Virtual Agent topic to dynamically create a list of available choices for your users. Create these choices by querying a table or by using a script to dynamically create them.
        
        Boolean user input control (NLU) -- Use the Boolean user input control in a Virtual Agent topic to present a Yes/No prompt to the user.
        
        Date Time user input control (NLU) -- Use the Date Time user input control in a Virtual Agent topic to enable the user to select a calendar date, time (hours and minutes), or both.
        
        File Picker user input control (NLU) -- Use the File Picker user input control in a Virtual Agent topic to prompt a user to upload an image or any file type. After the user uploads an image file, the image appears immediately in the Virtual Agent client.
        
        Carousel user input control (NLU) -- Use the Carousel user input control in a Virtual Agent topic to present a prompt and a horizontal series of labeled images. The user can select a single item from the carousel.
      - Bot response channel support for NLU -- Virtual Agent Designer offers various controls for displaying bot responses in a conversation. Because the bot responses occur in third-party platforms, the format for each output may vary.
    - NLU technical reference -- Use these topics to learn more about scripting methods, NLU system entities, and the Virtual Agent Interactions table.
      - Domain separation -- Domain separation is supported in the Virtual Agent application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      - Roles for NLU -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        ATF designer -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        Chat analytics administrator -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        Chat survey administrator -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        CI guided setup administrator -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        Issue auto resolution administrator -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        Localization requestor -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
        
        NLU administrator -- Virtual Agent adds several roles for users operating as Virtual Agent administrators.
      - Live agent chat context variables for NLU -- Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.
      - NLU system entities -- Use globally defined NLU entities to identify system information that Virtual Agent can extract from the conversation. You can define entities as "nodeless" input variables for a topic. These variables can be slot-filled from NLU service provider predictions or provided outside of the scope of the topic.
      - Prebuilt topics, topic blocks, and NLU models -- Prebuilt Virtual Agent conversations (topics), reusable topic blocks, and ServiceNow NLU models are available for the Virtual Agent platform and various business applications, such as Customer Service Management, HR Service Delivery, IT Service Management, and more.
- Agent Chat -- Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.
  - Explore -- Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information.
    - Agent Whisper -- Agent Whisper lets agents and chat managers have a conversation without the requester knowing.
    - Chat surveys -- Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent.
    - Chat transcript downloads for requesters -- Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.
    - Profanity Filter -- The Profanity Filter for Agent Chat prevents agents from sending messages to requesters that include profane language (also known as forbidden keywords). If an agent is upset and tries to send a message with offensive language, the Profanity Filter prevents the requester from seeing the message.
    - Sensitive Data Handler -- During an Agent Chat or Virtual Agent conversation, the agent or requester may accidentally enter sensitive data. The Sensitive Data Handler detects and masks the sensitive data so it is not viewed by the agent or requester. The Sensitive Data Handler can also collect sensitive data as part of a business process, such as user authentication.
    - Dynamic Translation for Agent Chat -- Dynamic Translation for Agent Chat (DTAC) translates chat conversations from one language to another. This translating enables agents and requesters to have chat conversations with each other without the need of a shared language.
    - Agent-Initiated Messaging Interface -- Enable agents to initiate conversations with customers on a messaging app of customers' choice by using the ServiceNow Agent-Initiated Messaging Interface application.
  - Configure -- Configure Agent Chat to enable customers to ask questions and receive information by chatting with a live agent.
    - Set up -- Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.
    - Configure Agent-Initiated Messaging Interface -- Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.
      - Install -- You can install the Agent-Initiated Messaging Interface application (sn_agent_initiated) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
      - Set up for a messaging channel -- Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel.
      - Associate user profiles -- Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages.
      - Validate recipient IDs -- Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel.
      - Determine available messaging channels -- Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message.
      - Components installed -- Several types of components are installed with installation of the Agent-Initiated Messaging Interface application, including tables, plugins, and ServiceNow Store applications.
      - Messaging channels -- Install and configure applications to enable a messaging channel for use with the Agent-Initiated Messaging Interface application.
    - Associate user profiles on messaging interactions -- Use extension points to call custom scripts.
    - Add Agent Chat to a portal -- Give your users a place to interact with your bot and human agents. Choose a Service Portal chat configuration provided with your base system, such as the Service Portal Agent Chat configuration used for Agent Chat and Virtual Agent. Your end users can initiate and maintain a bot or Agent Chat conversation in any page of the portal.
    - Control idle live chat sessions -- Configure how active chat sessions are handled by the system when live chats become idle.
    - Control the browser experience -- Anonymous users (unauthenticated guests) can chat with support agents in the web chat client, without logging in to a service portal. Admins can control certain aspects of the conversational experience for unauthenticated guest users, such as enabling resumable chat sessions after a browser refresh.
    - Configure quick actions -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
      - Create quick action -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
      - Define quick action -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
      - Configure quick action button -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
      - Set up quick action toolbar controls -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
      - Activate chat context quick actions -- Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
    - Send missed chat activity emails -- Send email to users with summaries of chat messages sent to them while they were offline.
    - Configure Profanity Filter -- Configure the Profanity Filter for Agent Chat to detect flagged words in the manner that best suits your company's needs.
    - Configure DTAC -- Activate Dynamic Translation for Agent Chat (DTAC) so chat conversations can be translated from one language to another.
    - Set up conversation history -- Enable and customize the conversation history options that are available on the conversation history screen.
    - Disable live agent support for a channel -- Add the disable_live_agent property to the Channel Properties related list to exclude it from live agent support.
  - Use -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Use quick actions -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Automatically display topics with Conversation Autopilot -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Convey emotions using emojis -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Converse in a different language with DTAC -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Send an agent-initiated message during an async chat -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
    - Use action bar in chat interaction records -- Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.
  - Reference -- Reference topics provide descriptions about Agent Chat.
    - Domain separation and Agent Chat -- Reference topics provide descriptions about Agent Chat.
    - Build a report to track the number of help requests -- Reference topics provide descriptions about Agent Chat.
    - Agent Chat Interaction related records -- Reference topics provide descriptions about Agent Chat.
- Sidebar -- Agents can collaborate with others through Sidebar discussions, either as standalone conversations or linked to a Workspace record.
  - Exploring Sidebar -- Using Sidebar, agents can have real-time collaboration with others as a standalone conversation or based around a Workspace record. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes.
    - Activity stream in Sidebar -- If Sidebar is integrated with the activity stream, you can create links to discussions and post discussion messages directly to the related record as an activity stream record.
    - Participant suggestions in Sidebar -- Activate Participant suggestions to display a list of users and user groups who may be helpful additions to a Sidebar discussion.
  - Configuring Sidebar -- Install and configure Sidebar so agents can have real-time collaboration with others.
    - Installing Sidebar -- You can install Sidebar, which is part of the Omni-Experience Standard Feature Set, if you have the admin role.
    - Setting up Sidebar -- Enabling participant suggestions in Sidebar displays a list of knowledgeable users who can help with the issue. After you enable participant suggestions, you can configure who Sidebar decides is knowledgeable user and which groups have access. After installing Sidebar, activate and configure Sidebar so agents can collaborate with others to resolve issues.
      - Sidebar requester mapping -- Create a requester mapping to define the requesting user for a record. This requester is used to identify the main contact for a record and Sidebar sends an email notification to the requester when they have unread messages in their discussions in the last 24 hours.
      - Sidebar discussion subject mapping -- Create a requester mapping to customize what displays in the subject field of a Sidebar conversation. The subject field defaults to the short description.
    - Integrating Sidebar and activity stream -- For agents to post Sidebar discussions in the activity stream, Sidebar must be integrated with the activity stream and Sidebar options must display in the post filters. If the Sidebar options don’t display in the post filters, you must add them.
    - Adding the Discuss button -- To use Sidebar, you must add the Discuss button to assets that do not have it automatically installed and to custom workspaces where you must enable Sidebar on an asset. After you add the Discuss button, you can create Sidebar discussions.
    - Adding the Discuss button for non-task tables -- To use Sidebar in non-task tables, follow this procedure to add the Discuss button to the layout.
    - Configuring Sidebar member query -- Configuring the Sidebar member query pre-populates the participants list on the Start a Sidebar discussion screen.
    - Sidebar and Microsoft Teams -- Sidebar's integration with Microsoft Teams enables Sidebar users and Microsoft Teams users to communicate with each other from their respective platforms.
      - Integrate Sidebar and Microsoft Teams -- Enable conversations between Sidebar and Microsoft Teams users by integrating Sidebar with Microsoft Teams.
      - Enable or configure the Microsoft Teams integration -- Enable or configure the Microsoft Teams integration as part of integrating Sidebar with Microsoft Teams.
      - Manage Microsoft Teams permissions -- Configure which groups or users can access Sidebar discussions in Microsoft Teams.
    - Sidebar and Slack -- Sidebar's integration with Slack enables Sidebar users and Slack users to communicate with each other from their respective platforms.
      - Integrate Sidebar and Slack -- Enable conversations between Sidebar and Slack users by integrating Sidebar with Slack.
        
        Set up the Slack account -- Set up the Slack account.
        
        Add Slack users -- Invite users to Slack if the Slack users do not already exist.
        
        Enable Slack from ServiceNow -- Ensure the email field of system user records that will be mapped to Slack users are properly updated. This must be done before the scheduled job that syncs the users between Slack and ServiceNow runs.
        
        Configure event subscription and Webhook URL -- Configure the event subscription and the Webhook URL.
  - Using Sidebar -- You can create a Sidebar discussion for a task-based or interaction record or as a standalone conversation. Sidebar discussions for a task-based or interaction record can be created from a configurable workspace or a Next Experience Core UI record page.
    - Create a Sidebar discussion for a record -- Collaborate with others by creating a Sidebar discussion for a task or interaction record. These discussions can be created from a Next Experience page or Core UI record page.
    - Create a standalone Sidebar discussion -- Create a standalone Sidebar discussion that is not tied to a specific record.
  - Sidebar reference -- Read information about how Sidebar works with domain separation.
    - Domain separation and Sidebar -- Domain separation is supported for Sidebar . Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
- Manage people and work -- Use these applications to help streamline communications and manage work assignments and interactions.
  - Advanced Work Assignment -- Advanced Work Assignment (AWA) automatically assigns work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define.
    - Explore -- Use Advanced Work Assignment (AWA) to automatically assign work items to your agents, based on their availability, capacity, and optionally, skills. AWA pushes work to qualified agents using work item queues, routing conditions, and assignment criteria that you define. Agents see their assignments in their Agent Workspace inbox.
      - Advanced Work Assignment home page -- Explore, implement, and maintain ServiceNow Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins.
      - Service channels -- Provide customer support by automatically routing incoming work to agents through service channels.
      - Service channel capacity and utilization -- In Advanced Work Assignment, capacity is the number of work items automatically assigned to agents supporting a service channel. Utilization is the condition that identifies the work item states supported in the channel.
      - Conversational SMS service channel -- Using the Conversational SMS service channel app on the ServiceNow Store, workspace agents can provide support for long-running SMS conversations and conversations that use multiple service channels.
      - Work items -- View Advanced Work Assignment work items using the Work Items menu options.
        
        Work item queues -- In Advanced Work Assignment, queues store a specific type of work item for a service channel.
      - Work assignments -- After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.
      - Inbox layout -- The inbox layout determines the information shown on work item cards displayed in an agent's inbox.
      - External routing overview -- External Routing involves routing to external queue based on the service channel and queue conditions, and then the assignment is completed by the third-party system.
      - Agent Inbox controls -- Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.
      - Advanced Work Assignment Inbox Sentiment display -- Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.
      - Wrap up overview -- When agents close an interaction, the wrap up feature enables them to enter closing details and wrap up codes for future reference.
      - Management -- Configure Advanced Work Assignment properties using the Management menu options.
      - AWA group queue priorities -- Use the group queue priority feature to set a queue or work item preference for a given group of agents. For a given group or agent with limited capacity, this feature controls which queues should be preferred if matching work items are found in both.
    - Configure -- Quickly install the required and popular plugins through the plugin page after selecting any Get [plugin] button on the Advanced Work Assignment home page. Plan and configure Advanced Work Assignment (AWA).
      - Get started -- To implement Advanced Work Assignment, complete these initial configuration and setup steps.
        
        Activate Advanced Work Assignment -- You can activate the Advanced Work Assignment plugin (com.glide.awa) if you have the admin role.
        
        Activate related plugins for Advanced Work Assignment -- After activating the Advanced Work Assignment plugin, activate related AWA plugins to enable other base system service channels and the Performance Analytics Solutions dashboard for AWA.
        
        Move from Connect Support to Advanced Work Assignment and Agent Chat -- Move from ServiceNow Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents.
      - Install Conversational SMS service channel -- You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.
      - Create or configure a service channel -- Create or configure a service channel that is used in Advanced Work Assignment (AWA).
      - Set up the Conversational SMS service channel -- Configure the Conversational SMS service channel store app.
      - Set up a custom service channel -- Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents.
        
        Tutorial: Set up a custom service channel for change requests -- Learn how to configure Advanced Work Assignment to automatically assign change requests to agents. Use this tutorial as a guideline to help you understand how service channel records, queues, and assignment rules work together to create a custom service channel.
        
        Create a service channel to route requests -- Create a service channel in Advanced Work Assignment so that you can route change requests to agents.
        
        Create an assignment rule for change requests -- Create an assignment rule in Advanced Work Assignment that assigns change requests to agents who are available to do the tasks.
      - Create a queue to route new change requests -- Create a work item queue in Advanced Work Assignment that routes new change requests through the service channel that handles change requests.
      - Create an assignment pool of agents -- Create an eligible assignment pool in Advanced Work Assignment that receives overflow work items, just in case you need more help from other agents to handle change requests.
      - Make your service channel available in Agent Workspace -- Make your service channel available in Agent Workspace so that agents can receive change requests in their inbox.
      - Customize how change requests appear in an agent inbox -- Customize how change requests appear in an agent inbox so that agents receive enough information to decide whether to accept or reject the work item.
      - Create or change a work item size override -- Create a work item size override if you want Agent Affinity to calculate an agent's workload using a work item size other than the default.
      - Create a work item queue -- Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.
      - Configure agent assignment rules -- Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.
        
        Tutorial: Automatically assign work to agents by skill -- Learn how you can configure Advanced Work Assignment to automatically route cases to agents who speak German. Use this tutorial as a guideline to help you understand how you can route work items to agents according to their designated skills.
        
        Create a skill -- Create a "German" skill.
        
        Create an assignment rule that auto assigns agents' work -- Create an assignment rule that routes cases according to skills.
        
        Create a queue -- Create a queue where you can route work to agents who have the German skill.
        
        Define assignment eligibility -- Define who is eligible to receive cases from the German Cases queue.
        
        Enable skill determination -- Activate the skill determination business rule to tag skills for your work items.
        
        Define a skill determination rule -- Create a skill determination rule to tag the German skill to incoming cases from German speakers.
      - Create or change an inbox layout -- Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.
      - Override agent capacity for selected agents -- Change the default number of work items that an agent can handle for a service channel.
      - Define agent pools eligible for assignment -- Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents.
      - Set work item sort order -- Specify the order in which work items in a queue are sorted.
      - Create and manage queue triggers -- Create and manage queue triggers to set off multiple actions during customer wait times for a particular queue.
      - Create a connection Alias for third-party provider -- Create a connection Alias for your third-party provider to enable external routing on your instance.
      - Create a custom flow action -- Create a custom flow action in Workflow Studio for enabling external routing.
      - Create a subflow -- Create a subflow for the Workflow Studio for enabling external routing.
      - Create a payload for external third-party providers -- Create a payload for external third-party providers to send your work items to the external queue.
      - Link Subflow and Payload to External Queues -- Link the subflow and the payload to your external queue to complete external routing.
      - Enable external routing for queues -- Configure Advanced Work Assignment to route work items in the queue using external routing.
      - Configure External Routing events and payload -- Configure Advanced Work Assignment with external routing using AWA External Service API for CCaaS and third-party providers to enable them to submit events.
      - Define external routing test implementation -- Define the External Routing Test Tools plugin [com.glide.awa.external.test_tools] with a simplified external-routing-provider sample Automated Test Framework (ATF) by using the demo data that is available with the plugin installation.
      - Configure Agent Affinity rules -- Create or change the Agent Affinity rules that route work items in Advanced Work Assignment.
      - Set Agent Affinity rules -- Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.
      - Deactivate Agent Affinity -- Deactivate Agent Affinity if you do not want Agent Affinity to assign work assignments to agents.
      - Configure agent presence states -- Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.
      - Configure reasons for rejecting work items -- Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify.
        
        Tutorial: Route interactions by context -- Learn how you can configure Advanced Work Assignment to route conversations to agents according to the context of the conversation.
        
        Create a queue for product issues -- Create a queue for the Chat service channel that routes product issues.
        
        Create a queue for billing issues -- Create a queue for the Chat service channel that routes billing issues.
        
        Create a queue for order issues -- Create a queue for the Chat service channel that routes order issues.
      - Configure reassignable settings -- Configure whether an agent who rejected a work item is eligible to be offered the same work item.
      - Wrap up configuration -- Set up the wrap up configuration.
      - Wrap up codes -- Define the wrap up codes.
      - Wrap up segments -- Define the wrap up segments.
      - Configure an agent's maximum universal capacity -- Prevent an agent from being assigned too many work items by configuring the agent's maximum universal capacity. If the agent's maximum universal capacity has been reached, additional work items won’t be assigned to the agent.
      - Create or change groups for Advanced Work Assignment queues -- Create or manage groups that have associated Advanced Work Assignment queues.
      - AWA post work item subflow -- Configure the base system AWA post work item subflow by defining the input in Workflow Studio.
      - Configure messaging actions -- Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.
      - Enable logging for Advanced Work Assignment -- Enable logging to monitor AWA routing and assignment.
      - Activate Agent Affinity -- You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.
      - Activate Conversational Messaging -- You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.
      - Define post-chat survey configurations -- Control the post-chat questionnaire displayed to your requesters to gather feedback on their experience with live agents. You configure the post-chat surveys to be used for chat queues defined in Advanced Work Assignment.
      - Support AI agents -- Enable AI agents to automatically accept work items by configuring the Include AI agents flag in AWA assignment rules. This allows eligible AI agents in a group to participate in work distribution alongside live agents, improving coverage and reducing manual assignment overhead.
    - Use -- The following sections detail how awa_manager or awa_agent roles can use Advanced Work Assignment (AWA) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.
      - Check for an agent's presence and capacity -- View a list of agents in Advanced Work Assignment, their presence status, and capacity for each of the agent's service channels to see which agent can handle a case. This list is filtered across different teams, channels in teams, and channels dashboards.
      - Check unassigned interactions -- View a list of unassigned interactions in Advanced Work Assignment from chat and phone that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are not being assigned.
      - Check unassigned task work items -- View a list of unassigned task work items in Advanced Work Assignment, such as cases and incidents, that are currently waiting in the queue and are not assigned to any agents. You can use this list to debug, implement advanced work assignments, or determine why certain work items are unassigned.
      - Check work items and AWA events -- View a list of work items and AWA events.
      - Using Agent Affinity -- Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.
      - Agent initiated SMS conversation -- Customer Service Management supports additional messaging channel such as SMS which tracks interactions between the agent and customer.
      - Compose an SMS conversation -- An agent can compose an SMS to interact with a customer for resolving various issues. If the interaction is not messaging type, you see the Compose SMS option.
    - Reference -- The following sections detail the installed components and properties for Advanced Work Assignment (AWA), along with domain separation and performance statistics information.
      - Analytics & Reporting Solutions -- The following sections review advanced analytics and Platform Analytics Solutions. Advanced analytics equips you to view cards that represent the Advanced Work Assignment dashboards that you can access.
        
        Using Advanced analytics to access AWA dashboards -- Advanced analytics enable you to view cards that represent the Advanced Work Assignment dashboards that you have access to. You can also see a dashboard picker, which lets you view the cards for all the dashboards in a group. You can then search and choose a dashboard from a list.
        
        Operations dashboard -- Enable managers to monitor work items across all service channels so that their agents can better support customer needs.
        
        Platform Analytics Solutions for Advanced Work Assignment -- This Platform Analytics Solution contains preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.
        
        Advanced Work Assignment dashboard for interactions -- Enable managers to monitor Interaction [interaction] work items so that their agents can better support customer needs.
        
        Advanced Work Assignment dashboard for operations -- Enable managers to monitor work items across all service channels so that their agents can better support customer needs.
        
        Advanced Work Assignment dashboard for tasks -- Enable managers to monitor Task [task] work items so that their agents can better support customer needs.
        
        Advanced Work Assignment dashboard for messaging -- Enable managers to monitor Conversation [interaction] work items so that their agents can better support customer needs.
        
        Migrating Advanced Work Assignment Dashboards -- Migrating the Advanced Work Assignment CoreUI dashboards to Next Experience increases the product adoption of key platform capabilities to drive customer benefit.
      - Assignment Rule form -- When creating or changing an Advanced Work Assignment assignment rule, the Assignment Rule form contains the following fields.
      - Advanced Work Assignment monitoring page -- Administrators (admin or awa_admin) can monitor Advanced Work Assignment activity by reviewing information on the Advanced Work Assignment Stats page.
      - Advanced Work Assignment roles -- Advanced Work Assignment (AWA) is installed with these roles.
        
        AWA administrator [awa_admin] -- The AWA administrator configures and manages AWA.
        
        AWA agent [awa_agent] -- The AWA agent handles customer interactions and manages workload across multiple service channels.
        
        AWA integration user [awa_integration_user] -- The AWA integration user uses the AWA integration APIs.
        
        AWA manager [awa_manager] -- The AWA manager monitors the performance of agents across all service channels.
      - Components installed with Advanced Work Assignment -- Several types of components are installed with activation of the Advanced Work Assignment plugin, including tables, user roles, and scheduled jobs.
      - Domain separation and Advanced Work Assignment -- Domain separation is supported in the Advanced Work Assignment feature. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      - Properties for Advanced Work Assignment -- The Advanced Work Assignment Properties page provides configuration options for AWA.
  - Conversational Interfaces Diagnostic Tool -- Use the Conversational Interfaces Diagnostic Tool to identify, troubleshoot, and find solutions for issues with conversational interfaces, before reaching out to Now Support.
    - Explore -- The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces.
    - Use -- Use the tool to diagnose general Conversational Interfaces errors and system property settings, as well as issues with Microsoft Teams and Advanced Work Assignment configuration.
      - Diagnose Conversational Interfaces errors -- Use the Conversational Interfaces Diagnostic Tool to resolve issues related to conversational interfaces such as error messages and system property issues before reaching out to Now Support.
      - Diagnose Microsoft Teams configuration issues -- Use the Conversational Interfaces Diagnostic Tool to identify and help solve Microsoft Teams configuration issues before reaching out to Now Support.
      - Diagnose Advanced Work Assignment configuration issues -- Use the Conversational Interfaces Diagnostic Tool to identify and resolve common Advanced Work Assignment (AWA) configuration issues before reaching out to Now Support.
  - Omnichannel Callback -- ServiceNow Omnichannel Callback app enables other ServiceNow apps to display or announce callback options to users. The Omnichannel Callback app is available through the ServiceNow Store.
    - Explore -- Omnichannel Callback is a ServiceNow AI Platform capability that enables agents to call users back instead of requiring them to wait in a queue.
    - Configure -- Omnichannel Callback enables agents to handle callback requests. Use this information to set up and configure the features and components for your implementation.
      - Get started with Omnichannel Callback -- Review the following information before you start setting up Omnichannel Callback.
      - Install Omnichannel Callback -- You can install the Omnichannel Callback application (sn_omni_callback) if you have the admin role.If the application does NOT include demo data or it does NOT install related applications and plugins, delete or revise the following sentence:The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.
      - Configure callback behavior for a channel -- Configure callback behavior for a channel using the callback parameters. You can create a separate callback configuration for each supported conversational integration channel.
      - Customize a default callback topic -- Customize the default callback topics as per your requirements.
    - Work -- Use Workspace to work on callback records originating from Omnichannel Callback.
    - Reference -- Reference topics provide additional information that you can use to configure and administer Omnichannel Callback.
      - Components installed with Omnichannel Callback -- Activating the Omnichannel Callback plugin installs user roles, scheduled jobs, and tables on your instance.
        
        Callback API role [sn_omni_callback.callback_api] -- Activating the Omnichannel Callback plugin installs user roles, scheduled jobs, and tables on your instance.
      - Domain separation and Omnichannel Callback -- Domain separation is supported for Omnichannel Callback. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
  - Proactive Triggers -- Proactive Triggers supports end users by providing helpful platform actions, using real-time data. Admin users can customize rules and actions to present rich text pop-up messages to specific users.
    - Exploring Proactive Triggers -- Proactive Triggers is a ServiceNow Store application that is available to all Virtual Agent chat widget and Agent Chat customers by default. Proactive Triggers can increase adoption of Virtual Agent by proactively sending context-specific messages to end users.
      - How Proactive Triggers work -- Explore example use cases and how information flows through the Proactive Triggers process.
    - Installing Proactive Triggers -- Enable Proactive Triggers so that you can begin working with the feature.
      - Enable Proactive Triggers -- Use Proactive Triggers to create and view context-specific messages and use relevant actions on the chat widget.
      - Application scopes -- To upload and distribute custom applications on the ServiceNow Store, you need to create a private scope for your applications.
    - Configuring Proactive Triggers -- Plan, configure, and review your Proactive Triggers.
      - Create rules and actions for Proactive Triggers -- Create rules and related actions for Proactive Triggers. These rules and their related actions determine the messages that end users see on the ServiceNow portal.
      - Create custom trigger types -- Create your own trigger type during the rule creation process that is specific to your organization for improved Proactive Triggers usage.
      - Multiple Proactive Triggers rules and actions -- The Proactive Triggers feature uses rules and actions to trigger context-specific Virtual Agent conversations with end users on the web client.
      - Manage Proactive Triggers -- After admins have installed Proactive Triggers and created related actions and rules, admins can check that the Proactive Triggers feature is performing as expected. For example, admins can view the Proactive Execution History table and the Proactive Daily Report table.
    - Proactive Triggers reference -- The following section details the installed components for Proactive Triggers.
      - Components installed with the Proactive Triggers feature -- When the Proactive Triggers feature is installed, the feature includes required components, such as specific roles and tables. Admins can review these roles and tables to make sure that the feature has been installed correctly.
        
        Proactive Triggers roles -- Proactive Triggers adds the Proactive Triggers admin role.
        
        Proactive Triggers admin [sn-pt.proactive_admin] -- Proactive Triggers adds the Proactive Triggers admin role.
      - Domain separation and Proactive Triggers -- Domain separation is supported for Proactive Triggers. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.
      - Proactive Rule form -- When creating a Proactive Triggers rule, the Proactive Rule form includes the following fields.
      - Proactive Action form -- When creating a Proactive Triggers rule, the Proactive Action form includes the following fields.
  - Zoom extension for Omnichannel Callback -- The ServiceNow Zoom extension for Omnichannel Callback application enables other ServiceNow applications to display a Zoom callback option to users. The Zoom extension for Omnichannel Callback application is available through the ServiceNow Store.
    - Install Zoom extension for Omnichannel Callback -- You can install the Zoom extension for Omnichannel Callback application (com.sn.zoom.callback) if you have the admin role.
      - Components installed with Zoom extension for Omnichannel Callback -- The Zoom extension for Omnichannel Callback application installs script includes and business rules that manage Zoom callbacks, including transcript processing, recording storage, host assignment, and interaction closure.
    - Setting up Zoom extension for Omnichannel Callback -- Enable your users to request a callback over Zoom by integrating your  Zoom account with your ServiceNow instance. You can also enable the account to authenticate requests from your instance by creating a custom OAuth application in the account.
      - Setting up the Zoom spoke for Zoom extension for Omnichannel Callback -- Enable the Zoom spoke to perform various actions such as creating meetings, rescheduling meetings, deleting meetings, or fetching participant details from your Zoom account by integrating your Zoom account with your ServiceNow instance.
        
        Create a connected app in Zoom -- Enable the Zoom spoke to perform various actions such as creating meetings, rescheduling meetings, deleting meetings, or fetching participant details from your Zoom account by integrating your Zoom account with your ServiceNow instance.
        
        Configure a Zoom connection on your ServiceNow instance -- Enable the Zoom spoke to perform various actions such as creating meetings, rescheduling meetings, deleting meetings, or fetching participant details from your Zoom account by integrating your Zoom account with your ServiceNow instance.
      - Setting up the Notify Zoom connector for Zoom extension for Omnichannel Callback -- Setting up the Notify Zoom connector in Zoom and then in your ServiceNow instance enables your instance to receive event information from Zoom. Events are meeting-related actions, such as a meeting starting or a recording completing.
        
        Configure the Notify Zoom connector in Zoom -- Setting up the Notify Zoom connector in Zoom and then in your ServiceNow instance enables your instance to receive event information from Zoom. Events are meeting-related actions, such as a meeting starting or a recording completing.
        
        Configure the Notify Zoom connector in ServiceNow -- Setting up the Notify Zoom connector in Zoom and then in your ServiceNow instance enables your instance to receive event information from Zoom. Events are meeting-related actions, such as a meeting starting or a recording completing.
      - Configure a Zoom webhook for Zoom extension for Omnichannel Callback -- Configure a Zoom webhook in ServiceNow to notify the Zoom extension for Omnichannel Callback app when a callback meeting transcript is completed in Zoom.
      - Configure the Zoom channel for callbacks -- Allow agents to call users back over Zoom by enabling the Zoom channel and specifying the host email address.
- Additional resources for Conversational Interfaces -- If you’re looking for Conversational Interfaces (CI) best practices, troubleshooting, or other implementation guidelines, select a feature or resource type to discover ServiceNow resources on other relevant websites.

title	Brazil Conversational Interfaces
locale	en-US
release	australia
bundle	convint
doc_type	toc