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Hi there,
With the Utah release, several improvements were introduced on Virtual Agent. One of the improvements which hasn't gotten that much attention is a highly asked one looking at Community posts... "Can we replace the font used on the Virtual Agent web client?" This a fair question, since a lot of companies are applying other fonts or company specific fonts on their portal.
To answer the question: Up till the Tokyo release you couldn't, as of the Utah release you can! Let's have a closer look.
Web client
Out-of-the-box, this is the look and feel and the font used on the Virtual Agent web client:
The default font applied is "Source Sans Pro".
Pre-requisite
To be able to use the new Branding option regarding applying different fonts on the Virtual Agent web client, there is an important pre-requisite: updating plugin "Plugin Omni-Experience Standard Feature Set" [sn_oe_sfs].
This concerns a small plugin that should update in 1 or 2 minutes. After having updated the plugin, the "Fonts" section should become visible on the Conversation Interfaces page.
Bot branding
When navigating to the Conversation Interfaces page (All > Conversation Interfaces > Settings) and the Branding Settings (General > CHAT CLIENT DISPLAY OPTIONS > Branding), the Fonts section should look something like this (note: I selected the branding record which is associated with Employee Center, your situation might differ):
Notice that in theory, you could apply different fonts for the Chat header and for the Chat body. Options for applying a different font are selecting one based on a URL or selecting one by uploading a font.
I'll demonstrate Upload font and will select the ServiceNow branding font!
After saving the branding record, the font should immediately be visible on the Virtual Agent web client.
Result
After uploading and applying the ServiceNow branding font, the Web Client looks like the below. The ServiceNow branding font has now been applied on both the Chat header and the Chat body.
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And that's it. Hope you like it. If any questions or remarks, let me know!
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Kind regards,
Mark Roethof
Independent ServiceNow Consultant
4x ServiceNow Developer MVP
4x ServiceNow Community MVP
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