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What is the function of the new "Conversational label" field in the item_option_new table?

Allisson Henri1
Tera Contributor

‎01-03-2025 05:16 AM

Hello All,
I would like to understand the functionality of the "Conversational label" field created in the item_option_new table?

Any help on this is highly appreciated.

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JoePremKumarG
Tera Contributor

‎04-07-2025 11:45 PM

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.