Virtual Agent Field Recommendations on Catalog Form - Auto Populate Current Form Fields After User A

Suresh93
Kilo Sage

3 weeks ago

Hello Community,

 

I hope you're doing well. I'm currently evaluating a Virtual Agent and Service Portal use case and would appreciate insights from the community regarding the feasibility and recommended approach for the following requirement.

 

Scenario

A user is filling out a Catalog Item form in Service Portal.

While completing the form, the user opens Virtual Agent and requests recommendations for one or more field values on the currently open form.

For example:

  • User is creating a request
  • Virtual Agent analyzes the request context
  • Virtual Agent recommends values for certain fields
  • User is presented with Accept or Reject options

Expected Behavior

If the user selects Accept:

  • The recommended values should automatically populate the corresponding fields on the currently open catalog form.
  • The user should not need to manually copy and paste the values.
  • The form should remain open and reflect the updated values immediately.

If the user selects Reject:

  • No changes should be made to the form.

Questions

  1. Is there an OOTB mechanism in Virtual Agent to update fields on the currently open Service Portal catalog form after the user accepts a recommendation?
  2. Can a Virtual Agent conversation interact directly with the client-side catalog form and set field values?
  3. Has anyone implemented a similar "AI Recommendation → Accept → Auto Populate Form" pattern?
  4. Are there any best practices or limitations to be aware of when synchronizing Virtual Agent responses with an actively open catalog form?

Any guidance, examples, or recommended implementation patterns would be greatly appreciated.

Thank you.

 

Kind Regards

Suresh

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vaishali231
Mega Sage

2 weeks ago

Hey @Suresh93 

I don't think this is supported out of the box because Virtual Agent and the Service Portal catalog form maintain separate client-side contexts. Therefore, VA cannot directly populate variables on the currently open catalog form by default.

A possible solution is to implement a custom integration:

  1. Configure Virtual Agent to recommend values based on the user's input.
  2. When the user clicks Accept, pass the recommended values to the catalog form through a custom communication mechanism.
  3. Update the catalog variables using g_form.setValue().
  4. If the user clicks Reject, leave the existing form values unchanged.

The main challenge is establishing reliable communication between Virtual Agent and the active catalog form. The implementation will depend on how VA is embedded in Service Portal and the ServiceNow release being used.

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If this response helps, please mark it as Accept as Solution and Helpful.

Doing so helps others in the community and encourages me to keep contributing.

Regards

Vaishali Singh
Linkedin - https://www.linkedin.com/in/vaishali-singh-2273361bb




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