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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17 REPLIES 17

WLMurray
Tera Contributor

‎04-24-2025 11:18 AM - edited ‎04-24-2025 12:52 PM

Has anyone been able to resolve this issue in their instance? The PRB's noted above due not seem to be connected to any current ServiceNow documentation. We recently upgraded and are experiencing this same issue. I have noticed that in Edge if you zoom in significantly or zoom out to about 85% and refresh the issue seems to resolve but obviously users will use the site in a variety of views.

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SusanWinKY
Kilo Sage
In response to WLMurray

‎04-24-2025 12:02 PM

We asked SN Support about this and was sent this response yesterday. No further updates since then.

Our development team is still actively investigating the issue.

We are following up with them regularly and will share an update with you as soon as we receive more information, along with the estimated time of resolution.

The PRB is described as:

PRB1878360 – 'show more' links are being displayed even for topic which does not have any additional lines in edge browser.

I was able to reproduce in Chrome and Edge, but not in Firefox or Safari. I didn't try in IE as it is no longer supported.


Susan Williams, Lexmark

Wayne Richmond
Tera Guru

‎05-23-2025 02:40 AM

In Yokohama patch 3 there will be the option to turn off the 'Show more' option on each bot response: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2042752