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 Agent on their ServiceNow portals from a variety of entry points with multiple active conversations. For example, you can seamlessly flow from a search bar to a conversational experience.*
Features:
- Ability to re-size, move, and expand chat window in portal
- Retrieve past chat history
- Have multiple active conversations at once, with separate notifications
- Access the chat experience directly from the portal search bar or search results
- Seamlessly switch between conversation and search results
How to set up:
Requirements: Xanadu Patch 9+/Yokohama Patch 3+
1. Navigate to Conversational Interfaces > Assistants setup page. From the Assistant setup guide, navigate to "Display Experience".
2. In the Portals tab, select a portal to enable, e.g., Employee Center. Then click on the three-dot menu on the right hand side, and click "Edit settings." On new Yokohama instances, you'll be automatically prompted when adding a portal for the first time.
3. You'll then see the option to either keep standard chat, or use the new enhanced chat.
You can also enable this for the Now Mobile app. Click on the Mobile tab and select either the search widget or chat launcher you want enabled for enhanced chat.
Result:
More new features for Now Assist in Virtual Agent:
- Document upload and Q&A - upload any PDF or Word file and use Now LLM to ask questions regarding the document. Enable this feature via the checkbox in the "Chat Experience" setup page.
- Suggested actions - Receive proactive suggested actions after certain questions and requests. Enable this features with system property: sn_nowassist_va.enable_suggested_actions
- AI Agents for Now Assist in Virtual Agent - End-users can now call upon Now Assist AI Agents for self-service. Enable Virtual Agent as a display option in your AI Agent's "Define availability" page. Learn more here.**
- Web Search as Fallback - Learn more in this article.
Learn more from the official documentation.
*Not available in out-of-box CSM portal (/csp). Not available for NLU Virtual Agent.
**Agentic workflows (aka "use cases") are currently not visible in Now Assist in Virtual Agent.
Hi @Victor Chen
Thank you for this detailed post!
However few of the enhanced chat features are not working us:
1. Ask a follow up link in search results are not clickable for us
2. Chat pinning icon beside resize icon is completely missing for us
3. Citations are not working us - example whenever we are typing any conversational catalog item name in portal search, in the results the catalog item link which is retuning is directly opening the catalog item form and not showing the other option called "Show in chat". Please see the screenshot attached of the feature I am talking.
