---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces
Release :
- zurich
ft:locale :
- en-US
ft:publication_title :
- Zurich Conversational Interfaces
ft:clusterId :
- convint
bundleId :
- convint
workflow :
- Platform
---
# ServiceNow Otto for Virtual Agent system properties
# ServiceNow Otto for Virtual Agent system properties {#ariaid-title1}
Release version: Zurich
Updated July 31, 2025
 3 minutes to read
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## Summary of ServiceNow Otto for Virtual Agent system properties
ServiceNow Otto for Virtual Agent allows you to customize your assistant's behavior and appearance through various system properties.
These properties control features in both the legacy (standard/enhanced chat) and premium chat experiences.
Some settings are accessible via a system properties form, while others require direct access to theSystem Property \[sysproperties\]table.
Adjusting these properties helps tailor the Virtual Agent to better fit organizational needs and user experience preferences.
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## Key Features
* **Attachment Limits:** Configure the maximum number of attachments a user can add at once (default is 3).
* **UI Elements Control:** Enable or disable UI components such as popovers for inactive catalog items, default catalog item images, and the "Need more help" button for synthesized or clarification responses.
* **Interactive Views:** Enable an interactive side panel alongside the chat window to enhance user interaction.
* **Search and Suggested Queries:** Enable suggested search queries to appear during conversations and set the maximum number of these suggestions (default 6).
* **Chat Window Pinning:** Configure pinning of chat windows per portal by setting properties specific to portal URL suffixes, with pinning enabled by default for Service Portal.
* **Response Behavior:** Customize fallback message handling by choosing between Virtual Agent default or large language model (LLM)-generated responses, and configure automatic launch of single-item synthesized responses.
* **Knowledge Graph Integration:** Control information access via Knowledge Graph for more contextual responses.
* **History-Based Suggestions:** Enable history-based suggestions alongside LLM-based ones to improve recommendation relevance.
## Practical Implications for ServiceNow Customers
By adjusting these system properties, ServiceNow customers can:
* Improve the Virtual Agent's responsiveness and conversational relevance by toggling fallback strategies and suggested queries.
* Enhance user experience through UI customization, such as managing attachment limits, chat window behavior, and visual elements.
* Leverage Knowledge Graph and history-based insights for richer, more contextual assistance.
* Tailor the Virtual Agent behavior per portal, ensuring consistent experiences across different user interfaces.
These configurations provide flexibility to optimize Virtual Agent functionality according to organizational requirements, improving user engagement and support efficiency.
Use system properties to customize your assistant. Some properties are available on a system properties form, but some lesser-used properties are available only from the System Property \[sys_properties\] table. Legacy refers to
the standard or enhanced chat experience. Premium refers to the premium chat experience.
{#nava-sys-props__table_ycq_yzy_fgc__entry__3}
| Property | Description | Legacy or premium |
|-|-|-|
| com.glide.cs.doc_qna.va_attachment.max_attachments | Set the maximum number of attachments that can be attached at one time for the assistant. The default value is 3. | Legacy |
| com.glide.cs.nass.synthesized_response.disabled_popover.hide | Hide the popover for inactive catalog items for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel's enhanced chat. The default value is false. | Legacy |
| com.glide.interactive_view.enabled | Open an interactive side panel view next to the chat window. The default value is true to activate AI Experience on your instance. | Legacy |
| sn_ai_websearch.perplexity_model_name | Specify the Perplexity model to use for web search. The default value is sonar. | Legacy |
| sn_ais_assist.kgnlq_schema_name | Control the information available to ServiceNow Otto for Virtual Agent through Knowledge Graph. The default value is sn_kg.now_user_graph_nlq. | Legacy |
| sn_nowassist_va.display_default_catalog_image | Show or don't show the default cart image if a catalog item doesn't have an image set in its record. Value = true shows the default cart image. This is the default value. Value = false removes the default cart image. Note: A catalog item that is associated with an image continues to be displayed irrespective of the system property. | Legacy |
| sn_nowassist_va.enable_nass_show_all_option | Displays the Show all options link in enhanced chat and enhanced chat's full-page experience. The default value is false. | Legacy and premium |
| sn_nowassist_va.enable_suggested_queries | Enable suggested search queries for enhanced chat to appear in the chat window. Any search query performed in the portal's search bar appears as a part of the greeting topic for subsequent new conversations. The default value is false. | Legacy |
| sn_nowassist_va.enhanced_chat_pin_enabled.\ | Create a system property to enable pinning a chat window on a portal. In the system property, \ is the URL suffix for the portal application. For example, the system property for enabling a chat window in Employee Center would be sn_nowassist_va.enhanced_chat_pin_enabled.esc. By default, pinning a chat window is enabled for Service Portal. For all other portals, create the system property. For a list of URL suffixes, navigate to AllService PortalPortals. | Legacy and premium |
| sn_nowassist_va.max_suggested_queries | Determine the maximum number of suggested search queries to display within the greeting topic for enhanced chat window conversations. The default value is 6. | Legacy |
| sn_nowassist_va.show_view_more_for_synthesized | Show the Need more help button in a standard chat conversation. The Value field is empty by default so the button doesn't appear. To show the Need more help button, enter regular, clarification, or regular,clarification. * regular: The Need more help button appears only for synthesized responses. * clarification: The Need more help button appears only for clarification responses. Clarification responses typically occur when an end user's response is too vague and clarification is needed for a more targeted response. * regular,clarification: The Need more help button appears for both synthesized responses and clarification responses. {#nava-sys-props__ul_cqb_xjw_nfc} | Legacy (standard chat only) |
| sn_nowassist_va.synth_response_revisit_position | Change the order of the fallback and revisit options in a conversation. In the Value field, enter BEFORE_FALLBACK or AFTER_FALLBACK, and then select Update. | Legacy |
| sn_nowassist_va.synthesized_autostart_items | When synthesized response only returns a singular action, configure whether to automatically launch the action. By default, only Virtual Agent topics and agents automatically launch. You can configure this for whenever synthesized response returns a single conversational catalog item, a single Virtual Agent topic along with Knowledge Base information appears, a single conversational catalog item along with Knowledge Base information appears, or an agent response with sourced Knowledge Base information appears. * Type: string * Default value: topic, agent, agent_with_sources * Location: System Property \[sys_properties\] table {#nava-sys-props__ul_alq_cqx_jdc} | Legacy |
| sn_nowassist_va.use_planner2_response_as_fallback | Set to false (default value) to use the Virtual Agent fallback message when an answer cannot be found. Set to true to use a large language model (LLM)-generated fallback message that is more specific in response whenever an answer cannot be found. | Legacy |
| sn_ais_assist.enable_pi_in_nba | Enable relevant history-based suggestions. False: Only LLM-based suggestions appear. This is the default value. True: History-based suggested actions can appear and occupy multiple suggested action slot options. | Legacy |
[ ]
{#nava-sys-props__table_ycq_yzy_fgc}
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