In ServiceNow, the "Conversational Label" field in the item_option_new table (which defines variables) is used by Virtual Agent for conversational catalog requests, allowing you to specify a label that is used in the chatbot interface instead of the standard label.
Example:
If a variable's standard label is "Department", you might use "What department do you work in?" as the conversational label.
Use case:
This feature is particularly useful for making catalog items more user-friendly and natural-sounding within the context of a conversational interface like Virtual Agent.
Limitations:
ServiceNow documentation outlines limitations to variables, variable attributes, and scripts supported for Conversational Catalog in Now Assist in Virtual Agent.
