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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Regarding your Virtual Agent client's branding, there are many configurable options regarding the colors, icons, and fonts. These are well described on the ...
The ServiceNow Virtual Agent meets your users where they are, including on their mobile devices. Users can reach the Virtual Agent or Agent Chat via SMS via the Conversational SMS integration with Twilio. To enable this capability, ensure that y...
UPDATE (December 11, 2025): The Google chat integration is now available for Now Assist in Virtual Agent 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 fo...
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, If you are an admin or Virtual Agent admin, you can use variables to customize the behavior of Virtual Agent Topics. On the ServiceNow Docs only a few of the...
Hi There, A prevalent use case exists across various businesses, wherein each organization possesses distinct bot functionalities. ServiceNow offers a pre-built and reliable virtual agent along with bot capabilities. Some business teams prefer to u...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A popular request on Virtual Agent is on changing the button icon. Often the Virtual Agent widget is cloned and edited to fulfill such a request. Though as y...
Hey Community, Idle Chat Reminder & Auto‑Close Timing – ExplanationUse Case - Inactive chats should automatically time out so that conversations that have been abandoned are properly closed and do not remain open or active in the system. Hint - com....
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, A frequently asked question concerning Virtual Agent: How to upload any type of file within a chat with the Virtual Agent. So far, this was limited to using ...
Hi there, The ServiceNow virtual agent Bot serves as a primary channel for engaging customers and enhancing their overall experience. It is essential to comprehend its functionality, the architecture diagram, the components involved, and how to ide...
In the Washington Patch 3 release, we've built a new conversational analytics dashboard for NLU-based Virtual Agent. Unlike the previous dashboard built on Appsee, this new dashboard is built on PAR (Platform Analytics Reporting, previously Performan...
Would you like to introduce your Virtual Agent or Agent Chat to your customers?Are you looking for ways to increase case deflection using automation based on the content your users view?Would you like to improve your user satisfaction by engaging...
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, Working with Virtual Agent Proactive Triggers which ServiceNow introduced in the Utah release and on a multi-language instance? Then probably you have run in...
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...
How to use AI Search and other search tools in your Virtual Agent to quickly discover answers Vancouver release Tired of getting the message, "I am sorry but I didn't understand your request"? Use ServiceNow's search tools to get better results an...
Conversational integration with Microsoft Teams - Installation, FAQ, and troubleshooting (As of Vancouver GA) Table of contents 1. Installation 2. FAQ, Security FAQ 3. Troubleshooting 4. Copilot integration 1. Conversational integration with M...
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 ...
Use the Virtual Agent API to integrate the ServiceNow Virtual Agent into your existing bot ecosystem. The Virtual Agent can be used as a secondary bot to provide answers and content to your existing deployed bot, or as a Primary bot to bring in conve...
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