How to disable 'Document Q&A' in Virtual Agent

[PrasadShelar]

Hello Community,

In Virtual Agent, whenever a user uploads a document, the system automatically initiates 'Document Q&A' with the default introductory messages:

“With Document Q&A, you can ask questions and gain insights specifically around the content you uploaded.
If you'd like to discuss something unrelated to the document, just type 'exit.’”

I’m aware that we can disable document uploads entirely under Conversational Interface → Assistants, but I do not want to disable uploads.

Instead, I need a way to disable only the 'Document Q&A', so that uploads are allowed but the automatic “Document Q&A” does not trigger.

Is there any configuration or workaround available to turn off Document Q&A?
Any guidance would be appreciated.

[sachin23nas]

Hi PrasadShelar @PrasadShelar ,

Currently, ServiceNow does not provide an out-of-the-box configuration to disable Document Q&A in Virtual Agent while still allowing document uploads.

When document upload is enabled for a Virtual Agent assistant, the platform automatically triggers Document Q&A and displays the default introductory messages. This behavior is system-controlled and cannot be turned off independently via properties, assistant settings, or VA topics.

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Available Options / Workarounds

1. Disable document uploads

   • This is the only supported way to stop Document Q&A

   • (Already confirmed as not suitable in this case)

2. Customize the Virtual Agent topic flow

   • You can intercept the conversation after upload

   • Redirect the user to a custom topic

   • Display your own message instead of continuing Document Q&A

   • However, Document Q&A is still triggered in the background

3. Override user experience (limited)

   • Modify topic logic or messaging to guide users away from Document Q&A

   • This is a UX workaround, not a true disablement

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Conclusion

• Document Q&A cannot be disabled independently of document upload

• No supported property, plugin setting, or assistant configuration exists for this today

• Any solution would be a custom conversational workaround, not a platform-level fix

For a true solution, this would need to be raised as a Product Enhancement Request (PER) with ServiceNow.