Configuring Virtual Agent

---
title: Configuring Virtual Agent
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/configure-virtual-agent.html
release: australia
product: Virtual Agent
classification: virtual-agent
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 3
keywords: [Configuring, Virtual Agent, Conversational Interfaces Console, Agent Chat]
breadcrumb: [Virtual Agent, Conversational Interfaces]
---

# Configuring Virtual Agent

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.

If you want to specify custom setup topics or promoted topics that are displayed to your users in the chat window, make those topics active \(published\) so that they're available for configuration in the chat experience.

Role required: virtual\_agent\_admin or admin

Use the Conversational Interfaces Console to activate and configure Virtual Agent. Some of the general settings in the console are shared with other applications, such as Agent Chat.

|I want to...|See these topics|
|------------|----------------|
|Display options|
|Branding|[Branding your chat client](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/branding-chat-client.md)|
|Message preview|[Enable message preview on the chat widget](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/web-client-message-preview.md)|
|Public access|[Enable public access to the chat widget](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/enable-public-access-web-client.md)|
|Channels and routing|
|Channels|[Integrating Virtual Agent with messaging apps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-integration-messaging-apps.md).|
|Context variables|[Configure context variables for storing chat-related information](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/ac-configure-context-variables.md)|
|System actions|
|System messages|[Change Virtual Agent and Agent Chat system messages](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/ac-change-system-messages.md)|
|Missed activity emails|[Sending missed chat activity emails](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ac-missed-activity-emails.md)|

<table id="table_grb_xf4_swb"><thead><tr><th>

I want to...

</th><th>

See these topics

</th></tr></thead><tbody><tr><td>

Get recommendations for Virtual Agent topics based on my data

</td><td>

 

</td></tr><tr><td>

Configure performance tracking for Virtual Agent topics

</td><td>

 

</td></tr><tr><td>

Create custom greetings and setup topics

</td><td>

[Customizing a Virtual Agent chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-conversation-settings.md)

</td></tr><tr><td>

Determine which issues are routed to Virtual Agent first

</td><td>

 

</td></tr><tr><td>

Send notifications to users in Virtual Agent

</td><td>

[Configuring Virtual Agent notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configuring-va-notifications.md)

 [Enable Virtual Agent notifications](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/enable-va-notifications.md)

</td></tr><tr><td>

Use AI Search to return fallback results for Virtual Agent

</td><td>

 

</td></tr><tr><td>

Detect and dynamically translate Virtual Agent topics into a different language

</td><td>

[Language detection and dynamic machine translation in Virtual Agent in enhanced chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/dynamic-lang-detection-translation-enhanced-chat.md)

</td></tr></tbody>
</table>## Virtual Agent security

Platform hardening for your instance is leveraged by Virtual Agent, so you should follow the overall platform hardening recommendations. For details, see [Secure your instance](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-security/platsec-landing.md).