---
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


---

# Explore

# Exploring Conversational Integration with Google Chat {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Conversational Integration with Google Chat application to connect your end users with Virtual Agent or live agents through your Google Chat account.

## Conversational Integration with Google Chat overview {#exploring-ci-google-chat__cf-exploring-parent-overview}

Enable requesters to chat with Google Chat or live agents using the Google Chat application. Use the Conversational Integration with Google Chat app, available from the ServiceNow Store, to associate your instance with Google Chat.

You must have ServiceNow Otto for Virtual Agent for Google Chat activated. For more information, see [Using ServiceNow Otto for Virtual Agent conversations with Microsoft Teams](https://www.servicenow.com/docs/xNd6GNmlEnJ8AkhXvFcYXA "The ServiceNow Otto provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Microsoft Teams.").  
You have two options for integrating Virtual Agent with Google Chat: the Now Virtual Agent bot and a self-configured bot.{#exploring-ci-google-chat__cf-exploring-parent-overview__entry__2}

| Integration type | Method |
|-|-|
| Now Virtual Agent | Log in to your Google Chat account when you're prompted. The production bot is automatically configured for your account. |
| Self-configured bot | 1. On the Integrate Google Chat with self configured bot screen, complete the information: * Bot name: Enter a name for your bot. * Inbound Service Account Email: Enter the inbound service account email from [Integrate Virtual Agent with Google Chat using the self-configured bot](https://www.servicenow.com/docs/Ogx7IobjmJ09WseSTwYL5Q "Install the Google Chat (sn_va_google-chat) application so that Now Virtual Agent and Google Chat users can interact with each other."). * Outbound Service Account Email: Enter the outbound service account email from [Integrate Virtual Agent with Google Chat using the self-configured bot](https://www.servicenow.com/docs/Ogx7IobjmJ09WseSTwYL5Q "Install the Google Chat (sn_va_google-chat) application so that Now Virtual Agent and Google Chat users can interact with each other."). * Private key password: The password is set when you create your key. The default is <kbd class="ph userinput">notasecret</kbd>. 2. In the Attachments section, drag or select your .p12 file. 3. Select Submit. 4. Navigate to [Google Chat](https://mail.google.com/chat/u/0/#chat/home/welcome). 5. Select New Chat. 6. Enter the app name and select it. {#exploring-ci-google-chat__ol_igg_ngn_b1c} |
[ ]

## Conversational Integration with Google Chat users {#exploring-ci-google-chat__cf-exploring-parent-users}

{#exploring-ci-google-chat__table_hq2_dwp_sfc__entry__2}

| User | Description |
|-|-|
| admin or virtual_agent_admin | Create and publish Virtual Agent conversations. |
| admin.google.com | A Google account with admin privileges is required to integrate Virtual Agent in Google. |
[Table 1. Users]

{#exploring-ci-google-chat__table_hq2_dwp_sfc} Follow these steps to add Conversational Integration with Google Chat:

1. [Install Conversational Integration with Google Chat](https://www.servicenow.com/docs/F~7joT3w6dr6OVDtpIJvRQ "Activate the necessary plugins and ServiceNow Otto for Virtual Agent for Google Chat")
2. [Integrate Virtual Agent with Google Chat using the self-configured bot](https://www.servicenow.com/docs/Ogx7IobjmJ09WseSTwYL5Q "Install the Google Chat (sn_va_google-chat) application so that Now Virtual Agent and Google Chat users can interact with each other.")
3. [Integrate Virtual Agent with Google Chat](https://www.servicenow.com/docs/_owNfSnPLHn7lrIXaD4x7g "Add either the Now Virtual Agent bot or self-configured bot to your ServiceNow instance to integrate with Google Chat.")
{#exploring-ci-google-chat__ol_e3p_tmc_cgc}

## Google Chat with ServiceNow Otto {#exploring-ci-google-chat__section_u4k_hxx_ghc}

If ServiceNow Otto is installed, Google Chat displays responses that are generated by ServiceNow Otto. The responses include citations that indicate their source: KB articles, catalog items, or records. You can initiate and view agentic workflows from within Google Chat.