September 2026 ServiceNow is deprecating NLU Virtual Agent functionality as part of the broader transition to AI-native, LLM-based experiences: ServiceNow Otto. NLU-powered Virtual Agent topics, the NLU Workbench, and associated channel integration...
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...
September 2026 ServiceNow is deprecating NLU Virtual Agent functionality as part of the broader transition to AI-native, LLM-based experiences: ServiceNow Otto. NLU-powered Virtual Agent topics, the NLU Workbench, and associated channel integration...
Conversational Integration with Microsoft Teams – Installation, FAQ, and Troubleshooting (As of Xanadu GA) Table of Contents InstallationFAQ & Security FAQTroubleshootingCopilot Integration 1. Conversational Integration with Microsoft Teams I...
Do you like the Issue Auto-Resolution (IAR) feature for the Virtual Agent, but wish it could support more topics? Now it's possible! In the Utah release, custom intents for IAR enables customers to add intents beyond the ones that are supported ...
In the Zurich release, customers can integrate with Microsoft Copilot 365 to provide users with Now Assist-powered self-service in Microsoft Teams. With the Copilot integration, you get instant self-service for employees, fully supported by Servic...
The Google chat integration is now available for Now Assist in Virtual Agent with version 3.0.1 of the Conversational Integration with Google Chat store app! See the documentation link below. You can also download the app from the Google Workspace Ma...
Your Virtual Agent is live, but the topics you built aren't resolving users' questions the way you expected. Maybe the NLU isn't matching intents correctly, or the conversation flow hits a dead end, or the Microsoft Teams integration isn't working. G...
You built the topic, tested it in the designer, and it worked. Then it hit production and broke. Maybe the topic won't fire, the panel won't load, the Natural Language Understanding (NLU) model keeps guessing wrong, or every test ends in "I'm having ...
Your topics are published. NLU is trained. The handoff is wired up. Everything passed in Designer. Then you go live, and something still isn't right. That's because go-live depends on four separate layers: topics, NLU, portal configuration, and th...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, When working with the Virtual Agent web client, there are several parameters that you can add to Service Portal Agent Chat Configuration and a (legacy) Servi...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, When working with the Virtual Agent web client, there are several parameters that you can add to Service Portal Agent Chat Configuration and a (legacy) Servi...
Understanding Virtual Assistant Timeout Settings This guide explains managing timeout settings for your Virtual Assistant (VA) interactions. We'll focus on situations 1. Before connecting to live agent 2. After connecting to live agent 1. Befo...
The ServiceNow Virtual Agent web client can be embedded in an external site other than your Portal. Below is a step-by-step guide on how to embed your Virtual Agent in an external site. It also contains steps on creating a custom URL, which is a requ...
Now Assist in Virtual Agent was released in Vancouver. As mentioned in this article: Now Assist in Virtual Agent - What's New, what's different, and what's coming!, there are several differences between this and the existing Virtual Agent. As you eva...
Hi Guys, I'm Vishal. I'm working on Virtual Agent for a long time now. It is a great plugin and I want to share this knowledge and lessons I learnt during all this time to ease your work. I'll guide you through Virtual Agent Best Practices, Tips and ...
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...
Step 1: Turning on Virtual Agent The first step to getting Virtual Agent up and running in your environment is activating the plugins in the ServiceNow instance. These plugins can only be turned on if you have a subscription that entitles you to the...
Implementation Playbook How to Programmatically Toggle the Now Assist Chatbot in Employee Center Add an open/close toggle directly in the EC header — using the platform's own internal event lifecycle. No OOB code modified. In This Playbook 1 H...
UPDATE: The Conversational integration with Zoom Team chat application is no longer available. Please see the Employee Center integration with Zoom. Modern teams need the ability to access and request information, directly from the contexts they w...
As of June 2024 - Washington GA Patch 5 (To skip ahead and learn more about our Xanadu release, see this new post!) What's New and improved in the Washington release Now Assist in Virtual Agent provides a new low-code setup page that guides you th...
As of Washington GA: With the Virtual Agent, users can order catalog items within a conversation without opening a separate catalog window. This enables users to get the items they need faster whether they're on Portal or an integrated messaging ap...
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