Virtual Agent

Add ServiceNow Otto for Virtual Agent to your Google Chat bot.

Add ServiceNow Otto for Virtual Agent to your Microsoft Teams and Microsoft Copilot bot.

Activate table cleaning for certain tables used in Virtual Agent and Conversational Interfaces.

Add a dashboard to the Related Dashboards page in Assistant analytics so that users can access it from the dashboard library.

Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users.

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.

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.

Assign search sources to a chat assistant. Search sources are used to determine what the assistant looks at to answer user queries.

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 the Now Virtual Agent bot to your ServiceNow instance to integrate with Microsoft Teams.

To use the portable chat widget for Virtual Agent on third-party web pages, add the necessary code to your web page.

Add the Virtual Agent bot to your ServiceNow instance to integrate with Slack.

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.

Add chat features to your chat assistant.

Activate the Glide Virtual Agent [com.glide.cs.chatbot] plugin and the Conversational Integration with Google Chat [sn_va_google-chat] plugin.

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.

View how users are adopting assistants and engaging with them over time, helping you track growth, activity, and interaction patterns.

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.

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.

Monitor, evaluate, and optimize the performance of your AI-powered assistants from the Analytics tab of the Assistant Designer.

Manage asset settings from the Asset library for individual active assets.

View the data and calculations behind an indicator that is presented in the form of a visualization on the Assistant analytics dashboard.

Investigate completed voice interactions and troubleshoot individual interaction behavior from the Conversations tab in Assistant Designer.

Create, configure, manage, and test LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience.

View usage of assists across assistants and optimize their consumption for improved outcomes.

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.

Elevate guest users to an authenticated session by logging in, and without losing chat context or history.

Decide how your ServiceNow Otto for Virtual Agent assistant should look by using the default branding or by creating a branding.

Virtual Agent provides several self-service options for your user that can help deflect tickets.

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.

Implement controls that involve multiple steps to get user input.

An example of multi-step response is a set of images in a carousel or a date control.

Pass an outbound token from the authentication API to the sender script.

Inbound message authentication is performed before the message is added to the hybrid queue.

Display a typing indicator when a bot or live agent is preparing a response to a requester.

Implement and leverage custom controls built using the custom control framework in your integration.

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.

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.

To reuse the configuration of a completed evaluation, you can clone it instead of setting up a new evaluation from scratch.

Install and set up the Conversational SMS Integration with AWS End User Messaging application to enable requesters to interact with virtual and live agents.

Enable topic authors and developers to access Virtual Agent topic blocks and custom controls from other scoped applications.

Configure a delivery channel for Virtual Agent notifications by specifying the messaging channel information to send notifications to users.

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.

Use the Hostname allow list [sys_cs_hostname_allow_list] table to identify the list of hosts and domains that can be unfurled.

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 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.

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.

Configure the portable Virtual Agent chat widget to run Virtual Agent on third-party web pages.

Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits.

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.

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.

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.

Integrate Twilio with Virtual Agent so that you can engage in SMS bot conversations.

Integrate the Now Virtual Agent bot or self-configured bot with Google Chat.

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 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.

Manage your Conversational Integration with Slack application, its branding, and customize the bot-specific messages in your ServiceNow instance after integration.

Install Conversational SMS Integration with Twilio from the ServiceNow Store, configure it, and then configure SMS authentication.

Manage your ServiceNow Virtual Agent bot branding and customize the bot messages in your ServiceNow instance after integration with Microsoft Teams.

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.

Create an AI voice assistant to enable natural, conversational voice interactions between users and AI voice agents.

You can customize the behavior of the Conversational Integration with WhatsApp (WhatsApp Cloud API) application by configuring its provider properties.

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.

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.

Suppress the display of a topic in a Virtual Agent messaging channel by using a condition script that excludes the topic from a channel.

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.

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.

Set up the transforms that your custom chat integration needs to communicate through the chat process.

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 and define additional recipients for a Virtual Agent notification to be delivered on chat channels or messaging channels.

Create a chat assistant on your instance. Add basic details and set your assistant as a primary assistant.

Run an automated evaluation to measure how well your assistant handles generated conversation scenarios.

Create channel-specific bot messages.

You must create a bot in Microsoft Teams to be able to integrate with the Virtual Agent.

Create a channel identifier for your custom chat integration in the Provider Channel Identities [sys_cs_provider_application] table.

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.

Define a custom input or response control definition that maps to a custom component.

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.

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.

Create a self-configured bot with Microsoft Teams for GCC-H or DoD customers to be able to integrate with the Virtual Agent.

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.

Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.

Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.

You must create a self-configured bot in the targeted workspace in Slack to be able to integrate with the Virtual Agent.

Create a self-configured single tenant bot with Microsoft Teams for integration with Virtual Agent.

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.

Build a reusable component that performs a specific subflow of tasks and conversational elements in Virtual Agent conversations.

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.

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).

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.

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.

Custom input properties define a custom input control in Virtual Agent.

Custom response properties define a custom response control in Virtual Agent.

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.

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.

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.

Test data sets supply the scenarios and expected results that conversation evaluations run on to measure how your assistant performs.

Control streaming in Microsoft Teams for any and all Government Community Cloud (GCC) varieties.

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.

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 the actions for a Virtual Agent chat or messaging channel to send actionable notifications.

Create the content for a Virtual Agent notification delivered in a chat or messaging channel.

Create the link actions for Virtual Agent notification content to be delivered in a chat or messaging channel as actionable notifications.

View detailed insights into how your assistants resolve user queries, including deflection outcomes and the types of deflection methods used.

Delete a Virtual Agent topic that is no longer needed.

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.

Execute the following steps to create a provider notification for Virtual Agent and Workspace providers.

Disable your organizational chart either for a particular deployment channel or for the instance.

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.

Use a chat experience for your ServiceNow Otto panel - Platform (default) assistant or ServiceNow Otto panel - Developer assistant.

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.

Create a topic or topic block by copying an existing Virtual Agent topic or topic block and customize it.

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 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.

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.

Edit an existing dashboard in the Related Dashboards page to update details such as the display name, description, or the associated dashboard itself.

Edit a chat assistant.

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.

Create and configure multiple assistants with specific scope and map the assistants to one or more portals.

Turn on notifications for the WhatsApp channel to send system-generated messages and automated communications.

The ServiceNow platform supports several languages, but you can enable dynamic machine translation for additional languages in Virtual Agent.

Enable Dynamic Translation for one or more languages in Chat Settings for Virtual Agent.

Turn on multilingual service for user-entered text with native translation or Dynamic Translation in ServiceNow Otto applications.

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.

Enable large language model (LLM) conversational experiences with ServiceNow Otto in your Slack integration.

Enable the large language model (LLM)-based conversational experience with ServiceNow Otto for Virtual Agent integrated with Microsoft Teams.

Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.

Metrics used to define success for evaluations.

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.

Use the Conversational Integration with Google Chat application to connect your end users with Virtual Agent or live agents through your Google Chat account.

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.

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 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.

Use this application to enable your users to initiate a Facebook Messenger chat conversation with Virtual Agent.

Conversational SMS Integration with Twilio enables users to initiate conversations with Virtual Agent by messaging your Twilio phone number.

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.

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.

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.

Set properties to hide or reveal the Show me everything button in Virtual Agent conversations.

When you create a Virtual Agent topic, you can include images and YouTube videos on Static Choice and Dynamic Choice user input controls.

Activate the necessary plugins and ServiceNow Otto for Virtual Agent for Google Chat

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.

You can install the Conversational Integration with Slack (sn_va_slack) application if you have the admin role.

You can install the Conversational SMS Integration with Twilio (sn_va_sms_twilio) application to host Virtual Agent conversations in the SMS Twilio application.

Install the Google Chat (sn_va_google-chat) application so that Now Virtual Agent and Google Chat users can interact with each other.

Add the self-configured bot to your ServiceNow instance to complete the integration with Slack.

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.

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.

Add either the Now Virtual Agent bot or self-configured bot to your ServiceNow instance to integrate with Google Chat.

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.

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.

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].

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.

Set up and configure Conversational Integration with Facebook Messenger (Legacy).

Refer to the unsupported features of Virtual Agent in Conversational Integration with Microsoft Teams.

Refer to the unsupported features of Virtual Agent in Conversational Integration with Slack.

Link your ServiceNow account to a third-party messaging application to access non-public Virtual Agent topics that use ServiceNow records.

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.

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.

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.

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.

The topic migration workflow enables you to migrate your existing Natural Language Understanding (NLU)/keyword topics into new large language model (LLM) topics.

Localize the bot messages to receive them in a language of your choice during your conversations with the bot.

Manage the chat experience of your 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.

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.

Manage your Conversational Integration with Slack application, its branding, and customize the self-configured bot-specific messages in your ServiceNow instance after integration.

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.

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.

View and manage conversational actions using Assistant Designer.

View and manage conversational subflows through Assistant Designer.

View custom skills in the Assistant Designer Asset library.

AI agents created in AI Agent Studio appear in Assistant Designer, where you can view their status and visibility.

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.

Use Assistant Designer for creating and managing topics, which are blueprints for conversations between a virtual agent and user.

Install and set up the Conversational Integration with Apple Messages for Business application to enable requesters to interact with virtual and live agents.

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.

Other ServiceNow applications and features can use the Conversational Integration with Apple Messages for Business application.

Configure the Advanced Work Assignment application to transfer a Apple Messages for Business chat conversation initiated by a requester to a live agent.

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.

Use the collection of input controls provided by the Assistant Designer to prompt and capture information from a requester in a WhatsApp chat conversation.

Install and set up the Conversational Integration with WhatsApp (WhatsApp Cloud API) application to enable requesters to interact with virtual and live agents.

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.

Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (WhatsApp Cloud API) application.

Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.

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.

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.

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.

Enable a requester to converse with an agent at their convenience using the WhatsApp chat conversations through Virtual Agent.

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.

Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a Facebook Messenger chat conversation.

Install and set up the Conversational Integration with Facebook Messenger application to enable your users to interact with virtual and live agents.

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.

Review this topic to see which ServiceNow applications and features can use the Conversational Integration with Facebook Messenger application.

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.

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 Facebook Messenger with your ServiceNow instance using the Conversational Integration with Facebook Messenger application. Use the application to engage customers in conversations with bots.

Enable a requester to converse with an agent using the Facebook Messenger chat conversations.

Use this application to empower customers to engage with your business using Facebook Messenger.

Use the collection of input controls provided by Assistant Designer to prompt and capture information from the user in a LINE chat conversation.

Install and set up the Conversational Integration with LINE application to enable your users to interact with virtual and live agents.

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.

Other ServiceNow applications and features can use the Conversational Integration with LINE application.

Configure the Advanced Work Assignment application to transfer a LINE chat conversation initiated by a requester (customer contact or consumer) to a live agent.

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.

Set up the Conversational Integration with LINE application so that you can engage customers in conversations with bots.

Enable a requester to converse with an agent using the LINE chat conversations.

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.

Use the collection of input controls provided by the Assistant Designer to prompt and capture information from a requester in a WhatsApp chat conversation.

Install and set up the Conversational Integration with WhatsApp (powered by Twilio) application to enable requesters to interact with virtual and live agents.

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.

Other ServiceNow applications and features can use the Conversational Integration with WhatsApp (powered by Twilio) application.

Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live agent.

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.

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.

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.

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.

Enable a requester to converse with an agent at their convenience using the WhatsApp chat conversations through Virtual Agent.

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.

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.

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.

Integrate ServiceNow Otto for Virtual Agent with Microsoft Copilot using Conversational Integration with Microsoft Teams to leverage the generative AI conversational experience.

Use the Conversational Integration with Slack application to connect your requesters with Virtual Agent or live agents through your company’s Slack workspace.

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.

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.

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.

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.

Use ServiceNow Otto plugins in Microsoft Copilot to connect with the Copilot by providing your bot or plugin name during your generative AI conversations.

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.

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.

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.

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.

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.

ServiceNow Otto for Virtual Agent standard chat is a conversational support experience within a static chat window.

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.

Virtual Agent topic developers can create topics for use in the ServiceNow Otto panel channel. The following Assistant Designer controls are currently supported.

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.

Integrate your Identity Provider (IdP) with Apple Messages for Business using OAuth2 authentication.

Override Virtual Agent integration with Microsoft Teams.

Override a Virtual Agent integration with Slack.

View high-level summary of assistant activity, assist usage, user engagement and overall customer satisfaction (CSAT) score.

Fill out the information in the Payment Provider Configuration table to connect your payment provider information to your ServiceNow instance.

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.

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.

Your instance must meet eligibility requirements to use premium chat, and your network must allow traffic to the premium chat service.

To enable dynamic machine translation, install ServiceNow language plugins and Dynamic Translation plugins. Then configure Dynamic Translation for your instance.

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.

You can promote assets, including conversational subflows, conversational actions, and topics, after associating them with an assistant.

Deploy an inactive topic or an updated topic to save it and make it available to users on Virtual Agent clients.

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.