UPDATE (December 11, 2025): The Google chat integration is now available for Now Assist in Virtual Agent as well in the Zurich Patch 4 release and version 2.0 of the Conversational Integration with Google Chat store app! Note that a custom bot is required for implementation. See the documentation link below. An out-of-box Google Marketplace is coming soon.
In the Yokohama Patch 6+ and Zurich GA release, you can now directly integrate your NLU Virtual Agent with Google Chat! Meet your users where they work and collaborate in Google Chat with self-service capabilities delivered by the ServiceNow Platform.
Features
- Search for knowledge articles and request items and services from Service Catalog directly in Google chat.
- Surface Virtual Agent topics for employee self-service and issue deflection with agentic reasoning
- Reach out to live agent chat.
- Note: Streaming is currently not available.
Prerequisites
- Yokohama Patch 6/Zurich Patch 1 (Yokohama Patch 11/Zurich Patch 4 for Now Assist support)
- Pro/Enterprise SKU with the Glide Virtual Agent plugin installed
- Pro Plus/Enterprise Plus SKU with a Now Assist app to integrate with the Now Assist in Virtual Agent
- Google Workspace/Chat account
You can download the integration today in the ServiceNow Store here: Conversational Integration with Google Chat.
You can find additional documentation here: Exploring Conversational Integration with Google Chat
