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.
Before you begin
For more information about ServiceNow Otto for Virtual Agent citations, see Using ServiceNow Otto for Virtual Agent.
Role required: admin
Procedure
-
To change the citation text within the Sources section of an LLM-generated message before auto-executing the first step in the action, navigate to All > sys_cs_context_profile.list.
-
Select an assistant.
-
In the Custom Greetings and Setup Messages tab, select Starting "{0}" to modify the LLM-generated message in the citation.
[Omitted image "sno-context-profile-list-0826.png"] Alt text: Customize the LLM-generated message in the citation.
-
Select Update.
---
title: Customize citation message
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/conversational-interfaces/virtual-agent/customize-citation-message.html
release: brazil
product: Virtual Agent
classification: virtual-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure assistants overview, Create assistants, Virtual Agent, Conversational Interfaces]
---
# 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.
## Before you begin
For more information about ServiceNow Otto for Virtual Agent citations, see [Using ServiceNow Otto for Virtual Agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/conversational-interfaces/virtual-agent/using-now-assist-in-va.md).
Role required: admin
## Procedure
1. To change the citation text within the **Sources** section of an LLM-generated message before auto-executing the first step in the action, navigate to **All** > **sys\_cs\_context\_profile.list**.
2. Select an assistant.
3. In the **Custom Greetings and Setup Messages** tab, select **Starting "\{0\}"** to modify the LLM-generated message in the citation.
\[Omitted image "sno-context-profile-list-0826.png"\] Alt text: Customize the LLM-generated message in the citation.
4. Select **Update**.
| title | Customize citation message |
| description | 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. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/conversational-interfaces/virtual-agent/customize-citation-message.html |
| release | brazil |
| product | Virtual Agent |
| classification | virtual-agent |
| topic_type | task |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Configure assistants overviewCreate assistantsVirtual AgentConversational Interfaces |