SOW Agent chat branding and chat visibility

Robert Crawley · ‎07-14-2025

Hello all. I'm working on adjusting the coloring of the chat backgrounds within the Service Operations Workspace. We want to change the color for the user's response so that it's easy for the agents to differentiate between the two. I don't see anything in the theme that seems to affect that color though. I know I can adjust them on the portal side using the branding features within Conversational Interfaces, so I'm assuming it should be possible within the SOW somewhere I just haven't found it. I've checked css, themes, etc, but nothing is popping out.

Also, what else would control visibility of the chat widget on the service portal? I have the service portal widget it set to private and the role set to itil, but users without itil can still see the widget and start a chat.

GlideFather · ‎07-14-2025

Hi @Robert Crawley,

for the themes, navigate to Theme management:

There you can select if you prefer SOW, Portal, etc and what part of it.

In the Workspace - anywhere - you can do following and it will show you hints - if you are on homepage only one option is available, if you are on a form then the form adjustments are there, same for the list etc:

Also refer to this:

¨

For the Virtual Agent - the branding can be achieved here:

font, icons, colour branding,
links and many more:

https://yourintsnace.service-now.com/now/conversation/settings/list/sys_cs_branding_setup
https://yourintsnace.service-now.com/now/conversation/settings/branding-settings/5d0eedb01b6d30508d16ca64604bcb02/params/ace-nav/general

Everything above is related to SOW, Portal and Virtual Agent, if you want to adjust branding in the overall environment, go to Basic Configuration UI16:

Let me know how are you happy with your new branding!

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

GlideFather · ‎07-17-2025

Hey @Robert Crawley,

just checking on this, I spent some of my free time helping out and haven’t heard back from you.

I hope everything worked out on your end.

It’d be great to know if you still need anything or if things are okay and you can accept this as solution.
Thank you in advance!

———
/* If my response wasn’t a total disaster ↙️ ⭐ drop a Kudos or Accept as Solution ✅ ↘️ Cheers! */

Robert Crawley · ‎07-31-2025

Thank you for this info. Pointing out the themes, I went and got the Theme Builder tool and started playing in there.

I set up a custom theme and started "pressing buttons" until I found the right one. So, the colors were tied to the System Primary color and System Neutrals from what I can tell. Still didn't get me to the object itself and the behavior. Our issue is that when the the chat is initially transferred to an agent, either from the virtual agent or using the quick action transfer to queue, the entire chat history is passed in as a set of chat bubbles that all use the same color and are left justified.

I got into the dev tools and found the element, now-chat-message.agent.left.uxf. From there I was able to adjust the parameters a bit to see what was what. I can change it to bot.right or agent.left/agent.center to move things around. Any of those options changes the color scheme and positioning for those messages, which is semi helpful. To the extent that I feel it's possible to set color and positioning.

However, this is all dom manipulation at this point and probably a bit of API work to adjust the transfer behavior? I could probably do something with the now-chat-message agent left section, but re-coloring it would still set that transfer block as one color and left justified. I would want the chat bubbles to retain some semblance of formatting from the previous chat. yes, that block of transferred messages shows the user's icon (va or user) but it's all left justified and one color so it's not an easy read. Especially if this were a longer chat that were transferred. Any suggestions or is it "working as intended" at this point?