how to configure virtual agent

[SiddharudhaB]

i need to configure virtual agent

[GlideFather]

Hi @SiddharudhaB,

do you really expect anyone to give you a meaningful answer?

It's like going to supermarket saying "I want to buy something". Add some context or nobody can help you...

Tell us what you tried and where you got blocked

[GlideFather]

@SiddharudhaB,

to start, you can use Guided Setup (ootb in ServiceNow).

Go to your instance and check if this is available for you Conversational Interfaces Guided Setup:

Change the URL and go to:

https://yourinstance.service-now.com/now/nav/ui/classic/params/target/%24guided_setup.do%23%2Fcontent%2Ff40027b2dbc6dc10ab1354e4dc96194b%3Ffocus%3De2da53dc1b925410e5dcea08bc4bcb70%26group_focuses%3D%26home_options%3Dintro%26scroll_to%3D%26filter%3Dall

Let me know if you found this

[Connectmustaq]

Hi @SiddharudhaB ,

As @GlideFather  told try to give some context where is blocker so that we can help you!! Meanwhile i will give some basic info how to configure kindly go through below steps

Configuring Virtual Agent in ServiceNow involves activating the required plugins, enabling the chat experience, and designing conversation topics. Here’s a clear, step-by-step guide suitable for your Zurich release setup:

1. Activate Virtual Agent Plugins

You need admin rights to do this.
Go to
System Applications → All Available Applications → All
Search and install the following plugins :​

Plugin Purpose

com.glide.cs.chatbot	Core Virtual Agent functionality
com.glide.cs.chatbot_designer	Virtual Agent Designer (to create topics)
com.glide.cs.conversational_interfaces	Conversational interface management
com.glide.cs.nlu (optional but recommended)	Natural Language Understanding (NLU)
ITSM Virtual Agent Conversations (Store App)	Prebuilt ITSM topics

Wait until the installation completes before proceeding.

2. Run the Conversational Interfaces Guided Setup

This guided setup walks you through the entire configuration automatically.​

• Navigate to Guided Setup → Conversational Interfaces → Get Started.

• Follow the survey and setup tasks, which include:

  • Configuring a default chat channel.

  • Enabling Virtual Agent for Service Portal or Workspace.

  • Setting up NLU models (if you’re using Now Assist or topic recommendations).

This process ensures all dependent configurations are applied correctly.

3. Configure and Enable Virtual Agent

• Navigate to Virtual Agent → Administration → Settings.

• Set Enable Virtual Agent to True.

• (Optional) Configure chat branding, idle timeout, user greetings, etc.
  You can set custom icons, colors, and welcome messages for your organization.​

4. Add Virtual Agent to Your Portal

To make Virtual Agent visible on employee or IT self-service portals:

1. Go to Service Portal → Pages, then type your portal name (e.g., sp or ess_home).

2. Click Edit Page.

3. Add the widget Virtual Agent Service Portal Widget (vaSystemUI).

4. Save and test the widget in preview mode.

Now, your users will see the chatbot icon in the lower corner of the Service Portal.​

5. Create or Enable Topics

Open Virtual Agent → Designer.
Here, you can:

• Use OOB (out-of-box) topics (like password reset, request status, incident creation).

• Or click Create New Topic to design your own conversations with question and response nodes using the Flow Designer‑style canvas.​

To enable prebuilt ITSM Virtual Agent topics:
Virtual Agent → Topics → Activate Out‑of‑Box Topics.

6. (Optional) Integrate with Other Channels

Virtual Agent can run on multiple platforms:

• Service Portal or Workspaces (OOB)

• Microsoft Teams / Slack / Zoom / Web clients through channel integrations​

• Desktop Assistant — navigate to Desktop Assistant → Configuration → Application → Use Virtual Agent.​

7. Test Your Configuration

• Open your Employee or IT Portal.

• Click the Virtual Agent icon.

• Type or select a prebuilt topic (like Check Incident Status) to verify working chat flow.

• Review chat logs under Virtual Agent → Conversations → Chat Logs.

Summary

Step        Action Navigation Path

1	Install plugins	System Applications → All Available Applications
2	Guided setup	Guided Setup → Conversational Interfaces
3	Enable VA	Virtual Agent → Administration → Settings
4	Add to portal	Service Portal → Pages → Edit Page
5	Create topics	Virtual Agent → Designer
6	Integrations	Virtual Agent → Integration with Messaging Apps
7	Test	Portal preview / Virtual Agent icon

 

By following these steps, your instance will have a fully functional Virtual Agent chatbot integrated into ServiceNow’s Service Portal, capable of handling common ITSM or HR queries through conversational automation.

If it is helpful, please hit the thumbs button and accept the correct solution by referring to this solution in the future it will be helpful to them.

Thanks & Regards,

Mohammed Mustaq Shaik - ServiceNow Consultant - Lets connect on Linkedin:https://www.linkedin.com/in/shaik-mohammed-mustaq-43ab63238/

[GlideFather]

Hi @Connectmustaq,

can you please elaborate more on how to get to the following paths:

• Navigate to Virtual Agent → Administration → Settings
• Virtual Agent → Topics → Activate Out‑of‑Box Topics
• Virtual Agent → Conversations → Chat Logs

And also, to enable VA, how did you get to the SP Pages? Can you please also share something about that? Thank you

I might haven't installed some plugin(s) but I couldn't find this in any documentation, please share the source where did you get this information from and screenshot from your instance to better understand what you're sharing, thank you very much for supporting this Community