question Re: How to Remove white X in ServiceNow Portal in Agent Chat, Routing, and Sidebar forum

How to Remove white X in ServiceNow Portal

Pankaj15 — Fri, 08 Aug 2025 18:01:50 GMT

How to Remove white in SeriveNow Virtal Agent white X. and new ICON or image

Re: How to Remove white X in ServiceNow Portal

GlideFather — Sat, 09 Aug 2025 12:49:44 GMT

Go to Conversational Interface > Settings > Branding and there you have unlimited options how to brand your virtual agent.

Under the branding tab, select your theme and go to Icons to replace the icon and for Colours to change its colour:

Let me know if this helped you

EDIT: added screenshots.

Re: How to Remove white X in ServiceNow Portal

abirakundu23 — Sat, 09 Aug 2025 13:35:16 GMT

Hi @Pankaj15,
Please navigate the following the below path and attached screenshots as your reference.
Conversational interface -> Settings -> General -> Branding Settings -> Default Branding

Before change the OOB X icon, attached screenshot as your reference.

After changed the new X icon, attached screenshot as reference.

Please mark helpful and correct answer if it's worthy for you.

Re: How to Remove white X in ServiceNow Portal

GlideFather — Sat, 09 Aug 2025 13:49:56 GMT

@Pankaj15 I just realised that the close Icon is for closing the conversation, the "X" icon as per your screenshot is a subject to your branding:

And the primary colour (maroon in my case).

Re: How to Remove white X in ServiceNow Portal

Pankaj15 — Sun, 10 Aug 2025 06:09:57 GMT

@GlideFather : this process I know that but i am talking remove White X .

Re: How to Remove white X in ServiceNow Portal

Pankaj15 — Sun, 10 Aug 2025 06:10:21 GMT

@abirakundu23 this process I know that but i am talking remove White X .

Re: How to Remove white X in ServiceNow Portal

GlideFather — Sun, 10 Aug 2025 07:12:15 GMT

@Pankaj15 So you want to basically deactivate the virtual agent?

Re: How to Remove white X in ServiceNow Portal

Pankaj15 — Sun, 10 Aug 2025 13:02:57 GMT

@GlideFather Thank you. This is the answer to my question.

Is there any Possible change through Service Portal.

Re: How to Remove white X in ServiceNow Portal

GlideFather — Sun, 10 Aug 2025 13:13:51 GMT

@Pankaj15 to remove (deactivate) the Virtual Agent, go to Service Portal > Agent chat:

There you will see your Portals (Employee Centres) and for the selected one(s) you can deactivate it. Simply Active true > false:

Setting to false make it disappear:

You can do this per Portal - e.g. SP will not have it while ESC will do have it...

If this is what you were looking for, please mark this reply as solution if not, ask more questions below to discus it further please

Re: How to Remove white X in ServiceNow Portal

GlideFather — Tue, 12 Aug 2025 08:08:36 GMT

@Pankaj15 and if you want to change the icon, please refer to this:

Variable Description$sp-agent-chat-btn-close: url("https://<instance-name>.service-now.com/tack-icon.png");

To use the default image, remove the variable.$sp-agent-chat-btn-open: url("https://<instance-name>.service-now.com/book-icon.png");

To use the default image, remove the variable.$sp-agent-chat-bg: #ff0000;

To use the default background color, remove the variable.

$sp-agent-chat-btn-close	Image to indicate that the chat window is closed. Use an image URL that contains: Your instance address The name of the Image [db_image] record to reference For example, to reference the tack-icon.png image in the database, enter the following:
$sp-agent-chat-btn-open	Image to indicate that the chat window is open. Use an image URL that contains: Your instance address The name of the Image [db_image] record to reference For example, to reference the book-icon.png image in the database, enter the following:
$sp-agent-chat-bg	Button background color. Use a Hex code to set the color. For example, to use red, enter the following:

Source: Configure Agent Chat in a portal

I believe I answered all your questions with this, please mark it as solution if it is so. Thank you