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...
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...
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...
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...
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...
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...
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...
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...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field The Service Portal widget for Virtual Agent is a legacy product. Agent Chat configuration is the method to apply since the New York family release. Hi there, Not...
Articles, Blogs, Videos, Podcasts, Share projects - Experiences from the field Hi there, You've probably noticed, with New York Virtual Agent got several enhancements. One of them is the "Anything else topic" functionality. New functionality that...
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...
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...
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