Unexpected "Show More/Show Less" Button in VA msgs and Branding Icon Changes in Virtual Agent

RahulY540869603
Tera Contributor

‎03-26-2025 12:07 AM

Hello ServiceNow Community,

I recently noticed some changes in our ServiceNow instance, specifically within the Virtual Agent (VA) conversations. A "show more/show less" button has appeared in the conversation messages, and some of our branding icons have also been altered. These changes were not part of any planned updates from our side.

Could anyone help me understand the following:

  1. Reason for the "Show More/Less" Button: Has there been a recent update or feature release that introduced this button in VA conversations? If so, where can I find more details about it?

  2. Branding Icon Changes: What could be causing the changes to our branding icons? Are there any recent updates or known issues that might have triggered this?

  3. Reverting or Customizing Changes: How can I revert these changes or customize them to align with our organization's preferences? Any guidance on where to look or specific settings to adjust would be greatly appreciated.

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Dr Atul G- LNG
Tera Patron
Tera Patron

‎03-26-2025 05:34 AM

Hi @RahulY540869603 

 

Based on the statements, it seems that recent changes have been made to the VA, and you’ve updated the VA plugin to the latest release. Gathering more information from the documentation is difficult since you need to search very specifically. Repairing the plugin might solve the branding issue. Reverting to the previous version, however, may not be easy, and for that, you would need to log a ServiceNow support case.

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Dr. Atul G. - Learn N Grow Together
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Mathijs
Tera Contributor

‎03-31-2025 01:59 AM - edited ‎04-02-2025 12:31 AM

Hi @RahulY540869603 

I'm experiencing the same issues with the "Show More/Show Less" button and the changes to branding icons in our ServiceNow instance. I haven't been able to pinpoint the cause yet.

Have you had any luck finding a solution or identifying what triggered these changes? Additionally, I'm curious if repairing the plugin has been effective for you or if there are any other steps or settings you have tried that might help resolve these issues.

Any insights or updates you can share would be greatly appreciated!

Thank you,

Mathijs

Update: For the branding I have a reply from ServiceNow: Post upgrade to xanadu patch 7 , Yokohama ,Virtual Agent Icons are changed

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NancyH1
Tera Contributor
In response to Mathijs

‎04-07-2025 09:50 AM

We are also experiencing both of these issues.  I see where SN says that the icons are by design and working as expected.  Have you found any documentation regarding the 'show more' / 'show less' on a VA topics?

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Lynda1
Kilo Sage
In response to Mathijs

‎04-07-2025 03:33 PM

We are about to do an upgrade to Yokohama and this post and that ServiceNow response is concerning.

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