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.
|
Property |
Description |
Legacy or premium |
|---|---|---|
|
com.glide.cs.doc_qna.va_attachment.max_attachments |
Set the maximum number of attachments that can be attached at one time for the assistant. Default value = 3. |
Legacy |
|
com.glide.cs.nass.synthesized_response.disabled_popover.hide |
Hide the popover for inactive catalog items forServiceNow Otto for Virtual Agent and ServiceNow Otto panel's enhanced chat. The default value is |
Legacy |
|
com.glide.interactive_view.enabled |
Open an interactive side panel view next to the chat window. The default value is |
Legacy |
|
sn_ai_websearch.perplexity_model_name |
Specify the Perplexity model to use for web search. The default value is |
Legacy |
|
sn_ais_assist.kgnlq_schema_name |
Control the information available to ServiceNow Otto for Virtual Agent through Knowledge Graph. The default value is |
Legacy |
|
sn_nowassist_va.display_default_catalog_image |
Show or don't show the default cart image if a catalog item doesn't have an image set in its record. Value = Note: A catalog item that is associated with an image continues to be displayed irrespective of the system property. |
Legacy |
|
sn_nowassist_va.enable_nass_show_all_option |
Displays the View all topics link on the chat's greeting screen. The default value is |
Legacy and premium |
|
sn_nowassist_va.enable_suggested_queries |
Enable suggested search queries for enhanced chat to appear in the chat window. Any search query performed in the portal's search bar appears as a part of the greeting topic for subsequent new conversations. The default value is |
Legacy |
|
sn_nowassist_va.enhanced_chat_pin_enabled.<portal-url> |
Create a system property to enable pinning a chat window on a portal. In the system property, <portal-url> is the URL suffix for the portal application. For example, the system property for enabling a chat window in Employee Center would be sn_nowassist_va.enhanced_chat_pin_enabled.esc. By default, pinning a chat window is enabled for Service Portal. For all other portals, create the system property. For a list of URL suffixes, navigate to All > Service Portal > Portals. |
Legacy and premium |
|
sn_nowassist_va.max_suggested_queries |
Determine the maximum number of suggested search queries to display within the greeting topic for enhanced chat window conversations. The default value is |
Legacy |
|
sn_nowassist_va.show_view_more_for_synthesized |
Show the Need more help button in a standard chat conversation. The Value field is empty by default so the button doesn’t appear. To show the Need more help button, enter
|
Legacy (standard chat only) |
|
sn_nowassist_va.synth_response_revisit_position |
Change the order of the fallback and revisit options in a conversation. In the Value field, enter |
Legacy |
|
sn_nowassist_va.synthesized_autostart_items |
When synthesized response only returns a singular action, configure whether to automatically launch the action. By default, only Virtual Agent topics and agents automatically launch. You can configure this for whenever synthesized response returns a single conversational catalog item, a single Virtual Agent topic along with Knowledge Base information appears, a single conversational catalog item along with Knowledge Base information appears, or an agent response with sourced Knowledge Base information appears.
|
Legacy |
|
sn_nowassist_va.use_planner2_response_as_fallback |
Set to |
Legacy |
|
sn_ais_assist.enable_pi_in_nba |
Enable relevant history-based suggestions.
|
Legacy |
--- title: ServiceNow Otto for Virtual Agent system properties description: 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. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/nava-sys-props.html release: australia product: Virtual Agent classification: virtual-agent topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [ServiceNow Otto for Virtual Agent reference, Reference, Virtual Agent, Conversational Interfaces] --- # 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. <table id="table_ycq_yzy_fgc"><thead><tr><th> Property </th><th> Description </th><th> Legacy or premium </th></tr></thead><tbody><tr><td> com.glide.cs.doc\_qna.va\_attachment.max\_attachments </td><td> Set the maximum number of attachments that can be attached at one time for the assistant. Default value = 3. </td><td> Legacy </td></tr><tr><td> com.glide.cs.nass.synthesized\_response.disabled\_popover.hide </td><td> Hide the popover for inactive catalog items forServiceNow Otto for Virtual Agent and ServiceNow Otto panel's enhanced chat. The default value is `false`. </td><td> Legacy </td></tr><tr><td> com.glide.interactive\_view.enabled </td><td> Open an interactive side panel view next to the chat window. The default value is `true` to activate AI Experience on your instance. </td><td> Legacy </td></tr><tr><td> sn\_ai\_websearch.perplexity\_model\_name </td><td> Specify the Perplexity model to use for web search. The default value is `sonar`. </td><td> Legacy </td></tr><tr><td> sn\_ais\_assist.kgnlq\_schema\_name </td><td> Control the information available to ServiceNow Otto for Virtual Agent through Knowledge Graph. The default value is `sn_kg.now_user_graph_nlq`. </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.display\_default\_catalog\_image </td><td> Show or don't show the default cart image if a catalog item doesn't have an image set in its record. **Value** = `true` shows the default cart image. This is the default value. **Value** = `false` removes the default cart image. **Note:** A catalog item that is associated with an image continues to be displayed irrespective of the system property. </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.enable\_nass\_show\_all\_option </td><td> Displays the **View all topics** link on the chat's greeting screen. The default value is `false`. </td><td> Legacy and premium </td></tr><tr><td> sn\_nowassist\_va.enable\_suggested\_queries </td><td> Enable suggested search queries for enhanced chat to appear in the chat window. Any search query performed in the portal's search bar appears as a part of the greeting topic for subsequent new conversations. The default value is `false`. </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.enhanced\_chat\_pin\_enabled.<portal-url> </td><td> Create a system property to enable pinning a chat window on a portal. In the system property, **<portal-url>** is the URL suffix for the portal application. For example, the system property for enabling a chat window in Employee Center would be **sn\_nowassist\_va.enhanced\_chat\_pin\_enabled.esc**. By default, pinning a chat window is enabled for Service Portal. For all other portals, create the system property. For a list of URL suffixes, navigate to **All** > **Service Portal** > **Portals**. </td><td> Legacy and premium </td></tr><tr><td> sn\_nowassist\_va.max\_suggested\_queries </td><td> Determine the maximum number of suggested search queries to display within the greeting topic for enhanced chat window conversations. The default value is `6`. </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.show\_view\_more\_for\_synthesized </td><td> Show the **Need more help** button in a standard chat conversation. The **Value** field is empty by default so the button doesn’t appear. To show the **Need more help** button, enter `regular`, `clarification`, or `regular,clarification`. - `regular`: The **Need more help** button appears only for synthesized responses. - `clarification`: The **Need more help** button appears only for clarification responses. Clarification responses typically occur when an end user's response is too vague and clarification is needed for a more targeted response. - `regular,clarification`: The **Need more help** button appears for both synthesized responses and clarification responses. </td><td> Legacy \(standard chat only\) </td></tr><tr><td> sn\_nowassist\_va.synth\_response\_revisit\_position </td><td> Change the order of the fallback and revisit options in a conversation. In the **Value** field, enter `BEFORE_FALLBACK` or `AFTER_FALLBACK`, and then select **Update**. </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.synthesized\_autostart\_items </td><td> When synthesized response only returns a singular action, configure whether to automatically launch the action. By default, only Virtual Agent topics and agents automatically launch. You can configure this for whenever synthesized response returns a single conversational catalog item, a single Virtual Agent topic along with Knowledge Base information appears, a single conversational catalog item along with Knowledge Base information appears, or an agent response with sourced Knowledge Base information appears. - Type: string - Default value: topic, agent, agent\_with\_sources - Location: System Property \[sys\_properties\] table </td><td> Legacy </td></tr><tr><td> sn\_nowassist\_va.use\_planner2\_response\_as\_fallback </td><td> Set to `false` \(default value\) to use the Virtual Agent fallback message when an answer cannot be found. Set to `true` to use an LLM-generated fallback message that is more specific in response whenever an answer cannot be found. </td><td> Legacy </td></tr><tr><td> sn\_ais\_assist.enable\_pi\_in\_nba </td><td> Enable relevant history-based suggestions. `False`: Only LLM-based suggestions appear. This is the default value. `True`: History-based suggested actions can appear and occupy multiple suggested action slot options. </td><td> Legacy </td></tr></tbody> </table>**Parent Topic:**[ServiceNow Otto for Virtual Agent reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/now-assist-in-va-reference.md)
| title | ServiceNow Otto for Virtual Agent system properties |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/nava-sys-props.html |
| release | australia |
| product | Virtual Agent |
| classification | virtual-agent |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | ServiceNow Otto for Virtual Agent referenceReferenceVirtual AgentConversational Interfaces |