Virtual Agent & NLU

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Conversational Interfaces Academy is now part of AI Academy in 2024!
Article

Conversational Interfaces Academy is now part of AI Academy in 2024!

Victor Chen
Virtual Agent FAQs
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Virtual Agent FAQs

Virtual Agent FAQs As of the Vancouver release Table of contents: Getting star...

Victor Chen
Virtual Agent Integrations with Microsoft Teams, Slack
Article

Virtual Agent Integrations with Microsoft Teams, Slack

ServiceNow Virtual Agent...

Victor Chen

Getting Started

Virtual Agent Implementation Checklist

Quickstart Guide

Virtual Agent Full Deployment Guide

FAQ

Release Updates

7 habits for a highly effective chatbot

Virtual Agent implementation

Marrying your IT and HR Virtual Agents – how they can co-exist and still respect boundaries

Getting Started with the Virtual Agent API for bot-to-bot integration

How to use AI Search and other search tool in your Virtual Agent to quickly discover answers

Conversational IVR FAQs

Natural Language Understanding

NLU FAQ, best practices, and general troubleshooting

Guide to building good NLU models

Using Vocabulary and Vocabulary Sources

NLU Model Optimize FAQs

On-Demand Events

Accelerating FSM with AI: Unpack...
Event

Accelerating FSM with AI: Unpack...

06/02/2025

Lolita Honkpo
Now Assist in Virtual Agent Feat...
Event

Now Assist in Virtual Agent Feat...

04/03/2025

Lolita Honkpo

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Featured Conversational Interfaces Academy is now part of AI Academy in 2024!

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...

Article
Advanced Work Assignment
Agent Chat
Sidebar
Virtual Agent

Resolved! How to show list of open incidents of current user and other steps

Hi, I'd like to configure the following, but am not sure how to do it. 1) I'd like the bot to show a list of open incidents of the current user (I've tried with lookup utility and non-scripted conditions but the bot is not returning any records for s...

Question

How to assign chat to all available agent in agent workspace

We have configured Agent routing based on user department and chat is assigned to only one agent at a time. But recently we received a enhancement to assign incoming chat to all available agents in agent workspace. Can you please tell me how to achie...

Question

Bypass virtual agent and go to live agent in service now with link.

Hello, In our environment for emergencies we want give users a URL that when used bypasses the virtual agent and queues them directly for live agent assistance. Anyone aware of the process for this. Ideally we have a way to activate and deactivate th...

Question
Virtual Agent

Resolved! Virtual Agent Profile Icon Not Updating

I created a Bot Profile in ServiceNow with an image, but it still displays the default Virtual Agent branding image instead of the uploaded picture

Question

Request Catalog Item returns "Can't find a valid record"

Hi, I am cloned the OOTB topic Request a catalog item and trying to use it to request a catalog item from the Virtual Agent. I am able to find the catalog item but when I try to proceed with requesting the catalog item, it returns "Can't find a valid...

Question
Virtual Agent

Align the choices in center

In serviceNow virtual agent chat, the dynamic choices coming from the topic, or the topic picker, are left aligned.I want them to be centrally aligned.(The Yes/No options)What changes do I need to make.

Question

I see "All done! Is there anything else I can help you with? " at end of NOW Assist VA conversation

I see "All done! Is there anything else I can help you with? " at the end of NOW Assist VA conversation, however I can't find this message anywhere (any topic, closing message, etc). Where is it coming from?

Question

Now Assist in Virtual Agent - What's New, what's different, and what's coming! (June 2024)

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...

Article

Does anybody do fallbacks within custom topics?

Hello all,I was hoping to get some advice / learning on how other developers here have handled fallbacks.Our situation:- We have a general fallback topic which provides a live agent option + create incident- We have dedicated topics for hardware, sof...

Question

How to update the Virtual Agent Launcher Icon in Employee Center?

How to update the Virtual Agent Launcher Icon in Employee Center? See screenshot.

Question

Now Assist Virtual Agent chat bot will search KB first or topic first?

Now Assist Virtual Agent chat bot will search KB first or topic first? Thanks.

Question

Continue the same chat conversation using virtual agent

1)Open https://bursar.uchicago.edu/en2) Click Chat3) Click Show Me Everything4) Click Bursar Chat Agent Chat5) Populate to 2 Optionsi) I am a studentii) I am not a student6) If you click I am not a student they stays in the same page7) If you click I...

Question

How to request catalog items in Now Assist in Virtual Agent

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...

Article

How to update search placeholder text in ESC portal after enabling Now Assist for Virtual Agent?

Hi,I have recently enabled Now Assist in Virtual Agent skills in my instance. After that, I noticed that the search bar placeholder text in the ESC portal changed to:"Ask Now Assist for help or search"I would like to update/modify this placeholder te...

Question

Resolved! How to handle agents online/offline status for Live Agent

For me I created a script variable called agent_online:(function execute() { if (vaSystem.isLiveAgentAvailable()) { return true; } else { return false; } })()After the variable has been created Agent Online branch condition is (Screenshot below): (f...

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Virtual Agent-warning message 'The conversation is...

2 weeks ago

Virtual Agent - Survey is not getting triggered if...

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How to inject mesage from Genesys Open Messaging i...

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Virtual Agent catalog item link goes to backend pa...

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‎02-10-2026 12:13 AM

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Virtual Agent & NLU

Hot Topics

Conversational Interfaces Academy is now part of AI Academy in 2024!

Victor Chen

Virtual Agent FAQs

Victor Chen

Virtual Agent Integrations with Microsoft Teams, Slack

Victor Chen

Getting Started

Virtual Agent Implementation Checklist

Quickstart Guide

Virtual Agent Full Deployment Guide

FAQ

Release Updates

7 habits for a highly effective chatbot

Virtual Agent implementation

Marrying your IT and HR Virtual Agents – how they can co-exist and still respect boundaries

Getting Started with the Virtual Agent API for bot-to-bot integration

How to use AI Search and other search tool in your Virtual Agent to quickly discover answers

Conversational IVR FAQs

Natural Language Understanding

NLU FAQ, best practices, and general troubleshooting

Guide to building good NLU models

Using Vocabulary and Vocabulary Sources

NLU Model Optimize FAQs

On-Demand Events

Accelerating FSM with AI: Unpack...

Lolita Honkpo

Now Assist in Virtual Agent Feat...

Lolita Honkpo

Featured Conversational Interfaces Academy is now part of AI Academy in 2024!

Resolved! How to show list of open incidents of current user and other steps

Resolved! Virtual Agent Profile Icon Not Updating

Resolved! How to handle agents online/offline status for Live Agent

Let's connect together