Virtual Agent & NLU

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Conversational Interfaces Academy is now part of AI Academy in 2024!
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Conversational Interfaces Academy is now part of AI Academy in 2024!

Victor Chen
Virtual Agent FAQs
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Virtual Agent FAQs

Virtual Agent FAQs As of the Vancouver release Table of contents: Getting star...

Victor Chen
Virtual Agent Integrations with Microsoft Teams, Slack
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Virtual Agent Integrations with Microsoft Teams, Slack

ServiceNow Virtual Agent...

Victor Chen

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Marrying your IT and HR Virtual Agents – how they can co-exist and still respect boundaries

Getting Started with the Virtual Agent API for bot-to-bot integration

How to use AI Search and other search tool in your Virtual Agent to quickly discover answers

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Guide to building good NLU models

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Accelerating FSM with AI: Unpack...
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Accelerating FSM with AI: Unpack...

06/02/2025

Lolita Honkpo
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Now Assist in Virtual Agent Feat...

04/03/2025

Lolita Honkpo

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Featured Enhanced chat experiences for Virtual Agent available in Yokohama Patch 3/Xanadu Patch 9

A more dynamic chat experience is now available with Virtual Agent! Enhanced chat is the new conversational experience that includes a dynamic, movable, and resizable chat window, allowing users to choose their own mode of engaging with Virtual Age...

Article

Featured Conversational Interfaces Academy is now part of AI Academy in 2024!

Breaking News!: Starting January 9th, 2024, the Conversational Interfaces Academy day and time slot will feature the AI Academy. The Virtual Agent and Now Assist will now be featured in the AI Academy. Agent Chat and Sidebar will be featured in ot...

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Advanced Work Assignment
Agent Chat
Sidebar
Virtual Agent

Resolved! Pass variables between topics

Hi,Does anyone know how to pass variables between VA Topics? I have tried using session variables below, I just get a null response in the 2nd topic. It works fine both the set and get methods are within the same topic.Topic 1:var session = gs.getSe...

Question

To calculate the open days of a major problem from opened_at to today, need report that shows count

There is requirement of creating a report of number of days the problem is opened, based on the opened/created date to today for a major problem record, without modifying/creating a field column on Problem table

Question

Resolved! Virtual Agent Multi-Turn Catalog Ordering Fails on Short Description

Hi Community, I’m using ServiceNow Virtual Agent with Multi-Turn Catalog Ordering enabled on a Service Portal. Most catalog items work fine, but I have an issue with one specific item (a Record Producer for logging an Incident). This item includes mu...

Question

Using skip load history and load active only parameters for cross-portal experience

For the Vancouver release: we now provide new tools to separate your conversations between multiple portals for an improved user experience. See the documentation for setting "portal consumer contexts" here: https://docs.servicenow.com/bundle/vancouv...

Article

Virtual agent

Hello,I’m working on a project in my Personal Developer Instance (PDI). When I try to use Virtual Agent Designer, I get the error:"Upgrade required. Please upgrade to access all features. Contact your Account Executive for more information."Is Virtua...

Question

Question Regarding External MCP Server Connectivity Feature Release

Hi Everyone,Has the "AI Agent Fabric to support Agent-to-Agent interoperability and MCP" been released and generally made available yet? I read in another forum post that it will be available from Q3'25; however, I can't find whether it is available ...

Question

Resolved! Now Assist and integrations with external Agents

Hello Everyone, Just wondering if Now Assist supports integrations with external MCP servers or API based Agents?For example, I have an AI agent built with langChain that does some automation like adding records to Excel sheets.Is there a way to allo...

Question

Resolved! Google Chat Integration Not Appearing in Virtual Agent Channels After Plugin Installation

Hi everyone,I'm trying to set up the Google Chat integration for Virtual Agent in my PDI but have run into a problem. What I've done:Installed and Activated the Glide Virtual Agent plugin.Installed the Google Chat Integration for Virtual Agent plugin...

Question

"I'm having technical issues and won't be able to continue this conversation" error

Hi, The users are getting "I'm having technical issues and won't be able to continue this conversation" error in between Ai search topic. After "Here are the result you find helpful" its showing error message. We replicated the same issue but its sh...

Question

LLM Topic Node keep going circles

Hi everyone,I’m reaching out for some help as I’ve been stuck on an issue that’s keeping me up at night.I’m new to Virtual Agent, and my company recently purchased Now Assist. I started building an LLM topic with some straightforward instructions:The...

Question
AI Search
LLM
topic
Virtual Agent

Link to Virtual agent pop-up

Hi, We have a requirement to allow Guest users to access the Virtual Agent on a public site and interact with Virtual agent topics. It is currently not possible to embed the Virtual Agent widget on the site but we can add new URLs. Is it possible...

Question

Guest users session expired when select an option

When guest users select an option from a choice in virtual agent, this message is displayed: It's something like: 'Your session has expired. Login again". And when I look into console, I can see some failed http requests: Any idea of a possible reso...

Question
Virtual Agent

Restrict agent chat to one company

Hi, we want to enable agent chat just to one company. I wonder if anyone can help with how I can achieve this? I can't seem to find a way to use user criteria on agent chat.

Question
Agent Chat
Virtual Agent

Order Catalog Item from Virtual Agent

Hi Community, Service Catalogs are the core functionality in ServiceNow platform. Likewise, Virtual Agent helps in promoting self-service. It is then a great combination that if we are able to order Catalog Items from Virtual Agent as users won't hav...

Article
Multiple Versions
Virtual Agent

Bi directional updates between ServiceNow and Jira getting into a loop

Morning All, I have set up the Jira spoke so that we can create Jira tickets from a ServiceNow record. I am using a copy of the incoming Webhook flow and have added the Summary and Description fields to this, so if either of these change in Jira it w...