Virtual Agent features supported in Slack conversations

concept brazil Updated Sep 10, 2026 2 min read va-slack-other-features.md
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Virtual Agent features, such as AI Search results, Virtual Agent notifications, and controls for creating Virtual Agent conversations are supported in Slack bot conversations.

Note: Conversational Integration with Slack is not supported for on-prem instances.

This section highlights key Virtual Agent features that are supported in the Conversational Integration with Slack app.

AI Search results

Virtual Agent can generate AI Search results that are displayed as Genius result cards and multiple-link outputs in conversations. The default AI Search configuration for Virtual Agent enables search results for Q&A (knowledge base) and catalog items.

For more information, see ServiceNow Otto for AI Search.

Trusted domains

In custom chat integrations, the values specified in the Trusted media domains field of the Provider Channel Identities table [sys_cs_provider_application] take precedence over values in the Connections table [sys_cs_provider], and therefore overrides.

Chat localization into conversation language

Starting with version 5.0.1, chat gets localized into the customer-specified language set in the Slack UI, though the session language is different.

Translation of responses to the conversation language is done using the function gs::getMessageLang(str, lang), where the language retrieved from Slack is passed through this function as a parameter. The translation process works with the following three use cases, as follows:

  • The requested language plugin is available in the ServiceNow instance.

    When the requested language plugin is available in the ServiceNow instance, the session language honors the conversation language set by the user.

  • The requested language plugin is absent, but a fallback language is configured​.

    When the requested language plugin is absent, the fallback language specified in the [sys_language] table is used for the translation process. However, for the fallback mechanism to work, you must enable the glide_i18n.language_fallback_enabled system property. By default, the value of the property is false. Set it to true to enable the fallback mechanism. For more information, see Set a fallback language.

  • The requested language plugin is absent, but a fallback language is not configured.

    When the requested language plugin is absent and fallback is not configured, the default translation language will be English.

  • Assistant Designer user input and bot response controls in Slack
    The Assistant Designer user input controls and bot responses for creating conversation topics are supported in Slack conversations, including the table bot response and the card control that can display images.

  • Virtual Agent notifications supported in Slack
    Slack app supports Virtual Agent notifications during conversations.

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

Parent Topic:Conversational Integration with Slack

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