ServiceNow Otto conversational experience in self-service portals

---
title: ServiceNow Otto conversational experience in self-service portals
description: Learn about the ServiceNow Otto enhanced chat feature in the Self-service portals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/nass-portal.html
release: australia
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Automate and optimize, Use, Customer Service Management]
---

# ServiceNow Otto conversational experience in self-service portals

Learn about the ServiceNow Otto enhanced chat feature in the Self-service portals.

ServiceNow Otto 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.

You can enable enhanced chat experience from the ServiceNow Otto in Virtual Agent guided setup. For details, see [Display your assistant on a portal, channel, or mobile app](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/display-assistant-portal-channel.md).

## Enhanced chat experience on self-service portal

-   **Refined portal header**

    Dynamically displays content based on the assigned taxonomy tags.

-   **Effortless navigation**

    Easily navigate to topics and their subcategories in one place, providing a seamless navigation experience.

-   **Multiple chats**

    Engage in multiple chat conversations instead of the existing single active conversations in the Virtual Agent.

-   **Redefined theme**

    The new theme is visually appealing, engaging, and user-friendly, with a focus on enhancing productivity.


## Search experience

When you search for information using the Now Assist enhanced chat on your self-service portals, you receive comprehensive and detailed answers compared to the traditional AI search.

Unlike the traditional AI search page, the Now Assist enhanced chat helps you find the information you need and combines them into a synthesized comprehensive answer. It searches information from KB articles, external content, Virtual Agent topics, catalog items, and people citations.

The search results include links to the sources of information and related actions. When you select the citation, different information is displayed depending on the type of source.

**Related topics**  


[ServiceNow Otto in Virtual Agent in self-service portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/nava-csp-csm-portals.md)

[Using Virtual Agent in Customer and Consumer Service Portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/va-csp-csm-portal.md)