How to customize header colors and input outline in Now Assist in Virtual Agent (Enhanced Chat)?

[Mohith A]

Hi everyone,

I'm currently working on configuring Now Assist in Virtual Agent using the Enhanced Chat interface, and I'm trying to customize its look and feel to match our company's branding. However, I’ve hit a bit of a wall trying to change a couple of specific areas.

As highlighted in the attached screenshot, I'm trying to update:

1. The top header bar — specifically changing the background color and the header text color.
2. The input field at the bottom — changing that default blue outline/border around the "Reply to Now Assist..." box.

I’ve already spent quite some time testing different methods, but none of them seem to apply. I've tried configuring it through Virtual Agent Branding settings, overriding Theme CSS variables, adding custom stylesheets via CSS Includes, and even tested using UI Scripts, but nothing has worked so far. The chat panel just keeps its default colors.

Does anyone know if there are specific theme properties or a supported way to brand these parts of Now Assist in Virtual Agent when using Enhanced Chat?

Any advice, suggestions, or pointers would be really appreciated.

Thanks in advance!

[Tanushree Maiti]

Hi @Mohith A 

Check this Servicenow Documentation and update branding as per your requirement.

Theming for ServiceNow Otto for Virtual Agent enhanced and premium chat 

[Mohith A]

Hi @Tanushree Maiti ,

Thank you for sharing the documentation. I followed the steps outlined in the article, but unfortunately, the branding changes are not reflecting on my instance.

Is there any additional configuration, plugin requirement needed to make the changes take effect? Any further guidance would be greatly appreciated.

Regards,

[Tanushree Maiti]

Hi @Mohith A 

Did you create your own branding or updating default one.

  https://<your instance_name>/now/conversation/settings/list/sys_cs_branding_setup

Also you can create your own assistant where as per your requirement, you can update your branding. 

 Assistant Designer > Assistants 

Share your screen shot.

[Mohith A]

Hi @Tanushree Maiti,

Yes, I updated the default branding record under sys_cs_branding_setup, but the changes are still not taking effect.

Regards,