--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Use ServiceNow Otto conversations with Slack # Using ServiceNow Otto for Virtual Agent conversations with Slack {#ariaid-title1} * Release version: Australia * * Updated August 11, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Using ServiceNow Otto for Virtual Agent conversations with Slack ServiceNow Otto enhances Virtual Agent conversations within Slack by delivering a large language model (LLM)-based conversational experience. This integration supports both ServiceNow Virtual Agent bots and self-configured bots connected to Slack, enabling richer, AI-driven interactions directly in Slack channels. Show full answer Show less ## Integrating Slack with Virtual Agent To utilize ServiceNow Otto with Virtual Agent, you must first integrate your Virtual Agent bot or self-configured bot with Slack. This integration is essential to enable LLM-powered conversations and access the advanced features provided by ServiceNow Otto. ## Key Features * **Legal Disclaimer:** The first message in any ServiceNow Otto conversation in Slack includes a legal disclaimer identifying the message as AI-generated, followed by a greeting and available LLM topics. This disclaimer is configurable via the support-system-action provider property in the `syscscustomadapterproperty` table. * **Pagination and Search:** Users can navigate through multiple pages of options and perform searches for specific items or users within conversations. The interface includes a Search bar, More Options, and Previous Options buttons to facilitate easy browsing. Pagination and search behavior are controlled by provider properties such as `pickerpaginationexperiencesupported` (enabled by default) and `pickerpaginationlimit` (maximum of 100 items per page). * **Generative AI QnA Card:** Users can ask questions and receive AI-generated answers displayed in a card format with visual cues including a sparkle image, legal disclaimer, and source citation, improving clarity and trust in responses. * **User Feedback:** Slack users can quickly provide feedback on AI-generated answers using thumbs up or thumbs down icons, facilitating continuous improvement of the conversational experience. * **Synthesized Responses:** ServiceNow Otto offers summarized, conversational-style responses in Slack, making information easier to understand at a glance. ## Enabling ServiceNow Otto in Slack To activate these LLM conversational capabilities, administrators must enable ServiceNow Otto for Virtual Agent bots integrated with Slack. This setup unlocks the AI-enhanced conversational features and improves user engagement and efficiency within Slack channels. ServiceNow Otto provides a large language model (LLM)-based conversational experience in your conversations with a Virtual Agent bot or a self-configured bot that is integrated with Slack. ## Integrating Slack with Virtual Agent {#na-va-llm-slack__section_zzs_fjc_ybc} To enable a bot with ServiceNow Otto, you must first integrate your Virtual Agent bot or a self-configured bot with Slack. * To integrate Slack with Virtual Agent, see [Integrating ServiceNow Virtual Agent with Slack](https://www.servicenow.com/docs/KEYF2oblS2_jv7OjD5uyeQ "The Virtual Agent integration with Slack creates a one-to-one association between the ServiceNow instance that you are installing from and the Slack workspace in which the integration runs. By default, Virtual Agent supports one-click installation that integrates one Slack workspace with one ServiceNow instance."). * To integrate Slack with a self-configured bot, see [Integrating a self-configured bot with Slack workspace](https://www.servicenow.com/docs/G0WQ0LFPbQgALWtRYzXr6Q "Enables ServiceNow Virtual Agent to allow multiple ServiceNow instances to integrate with single Slack workspace. This integration also supports GCC deployments."). {#na-va-llm-slack__ul_nds_23b_f3c} ## Conversational experience with ServiceNow Otto in Slack {#na-va-llm-slack__section_zft_syc_ybc} ServiceNow Otto provides a new AI Search experience in channels with the following features: * Legal Disclaimer The first message in a conversation with ServiceNow Otto displays a legal disclaimer indicating that it is an AI-generated message followed by the ServiceNow Otto greeting message and LLM-enabled topics.Figure 1. Legal Disclaimer The Legal disclaimer message is managed by the support-system-action provider property defined in the \[sys_cs_custom_adapter_property\] table. By default, the value of the provider property is set to true. * Pagination and Search You can navigate through multiple pages of choices and search for specific items or users, using the Search bar. When you select an LLM-enabled topic, the Search bar is displayed along with the available choices related to the selected topic and the More options button. You can either search for an item or user using the Search bar or pick an item or user from the choices available. If you want to look for more available options, you can navigate to the next page using the More Options button. If you would like to go back to the previously listed choices, you can use the Previous Options button.Figure 2. Pagination and Search If you have searched for a user or an item, the choices related to your search term are displayed. You can either select from the choices available or reset the search and pagination. Tip: You can reset the pagination and search by selecting Enter in the Search bar. The pagination and search capabilities are managed by the following provider properties: * picker_pagination_experience_supported: Enables the pagination experience in your LLM conversations with ServiceNow Otto. The default value of this property is true. * picker_pagination_limit: Sets the page limit value for an adapter for displaying the choices. The maximum page limit value that can be set for an adapter is 100. For example, if a topic has fewer than 100 choices available and the limit is set to 100, then the More Options button is not displayed. If a topic has more than 100 choices available when the limit is set to 100, then the More Options button is displayed. {#na-va-llm-slack__ul_qmg_mc4_ybc} * Generative AI QnA card Use this feature to ask questions and get answers from ServiceNow Otto in a card format. The response is displayed with a sparkle image, the legal disclaimer, and the citation about the question asked. Figure 3. Generative AI QnA card {#na-va-llm-slack__ul_css_zxz_xbc} Note: When using ServiceNow Otto in Slack, users can provide quick feedback on the AI-generated Virtual Agent responses by selecting the thumbs up ( ![]())or thumbs down ( ![]()) icons. For more information about enabling LLM for your bots that are integrated with Slack, see [Enable ServiceNow Otto for Virtual Agent in Slack](https://www.servicenow.com/docs/vps53zVlauBKoSueiuvIKQ "Enable large language model (LLM) conversational experiences with ServiceNow Otto in your Slack integration."). * **[Enable ServiceNow Otto for Virtual Agent in Slack](https://www.servicenow.com/docs/vps53zVlauBKoSueiuvIKQ)** Enable large language model (LLM) conversational experiences with ServiceNow Otto in your Slack integration. * **[Synthesized response in Slack conversations](https://www.servicenow.com/docs/Ja_4O9wGkHjUR07fwpKoaA)** Synthesized responses in Slack conversations are results that are summarized as a single response, allowing users to see information in a conversational way.