Display your chat assistant on a portal, channel, or mobile app

Select at least one portal, or integrate with your preferred messaging channels, to display your assistant. Display experiences are the different places where a user can find and interact with an assistant.

始める前に

See Add assets to a chat assistant.

If you're using a display experience for a Now Assist panel assistant (Platform or Developer), see Display your assistant on Platform or ServiceNow Studio.

Role required: virtual_agent_admin or admin

このタスクについて

You must configure at least one display experience for an assistant before activation.

手順

1. In Portals, select one or more portals from the Add Portal drop-down list or integrate with your preferred messaging channels to display a chat assistant.

   図 : 1. Options for where Virtual Agent appears

   

   One portal can only include one assistant. Any portal in the list that is already used is unavailable for selection.

   Natural Language Understanding (NLU) and large language model (LLM) topic discovery cannot coexist in the same portal.

   1. Choose between the standard or enhanced chat experience, and then select Add. For more information, see Standard chat and Enhanced chat.
      注:

      If you're a new customer and haven't set up an assistant with a display experience, only the enhanced chat option is available.

      図 : 2. Standard or enhanced chat experience for your portal

      

      If your portal has AI Search activated, enhanced chat includes the option to turn on the full-page chat experience. Select Allow the search bar to open into a full-page chat experience. For more information about whether your portal meets the requirements to have users chat from search results, see Portal prerequisites for enhanced chat.

      注:

      When you activate enhanced chat in a portal or mobile app, that portal or mobile app uses the assistant search application configuration rather than the portal or mobile app's search application configuration. VA Search Profile instead of the search profile specified in the portal's search application configuration. To learn more about search profiles and how they affect search behavior, see Search profiles in AI Search.

      For information about the enhanced chat experience option, see Using Now Assist in Virtual Agent.
      注:

      Customer Service Management (CSM) portals don't have the enhanced chat option.
   2. Select the ellipsis to remove a portal or edit settings to toggle between enhanced chat and standard chat.

      図 : 3. Edit experience or remove a portal

      

   3. Select the Allow public access for this assistant check box to enable the assistant on public pages for all selected portals.

      Selecting the check box only makes the assistant response available to guest users. In addition to selecting the check box, ensure that the UI page and chat client are also set to public. For more information, see Make UI pages public or private, Configure page security by role, and Configure widget security.

      For public access across the entire instance, see Conversational > Interfaces > Settings.

2. In Channels, select your preferred channels.
   Now Assist in Virtual Agent integrates with these channels: Slack, Microsoft Teams, Google chat, SMS with Twilio, WhatsApp, and Amazon Connect. If the plugins are already installed, the available channel cards aren't displayed. For more information on integrating Virtual Agent with messaging apps, see Integrating Virtual Agent with messaging apps.

   図 : 4. Channels that integrate with Virtual Agent

   

   Getting the plugin redirects you to the ServiceNow Store. After the plugins are installed and configured, you can then select the ones that you want the assistant to integrate with.

3. In Mobile, select a mobile app display experience.
   In the Mobile tab, if no mobile app is selected to display standard chat or enhanced chat, users see the traditional NLU Virtual Agent in the mobile app. There are different mobile app components that admins can display with an assistant: mobile search widget, chat launcher, prominent action button override, and a custom app (mobile SDK).

   1. To use Now Assist in Virtual Agent on your mobile app, download the Now Mobile App or Agent App and use Mobile App Builder to configure Virtual Agent in the app. For information about mobile prerequisites, see Mobile app prerequisites for enhanced chat.
   2. Select a mobile search widget from the Add search widget drop-down list. The assistant must have the enhanced chat experience enabled.

      図 : 5. Integrate your assistant with a mobile application

      

      The Add chat experience pop-up window appears.

      Select a mobile search configuration and select Allow the search bar to open into a chat experience if you want enhanced chat to launch directly from the mobile search bar. If you don't select the check box, synthesized responses on the standard search results page are shown. Select Add.

      図 : 6. Select a mobile search configuration for the assistant

      

      The search widget configuration is added to the search widget name list.

   3. In Chat launcher functions, select the drop-down menu to add a chat launcher function to open the assistant.

      The Add chat experience pop-up window appears where you can optionally select a mobile search configuration if you have enhanced chat. All new customers only have enhanced chat enabled. Selecting a mobile search configuration is not available for standard chat.

      図 : 7. Select an optional mobile search configuration for the assistant

      

      注:

      Any prior Virtual Agent configurations that applied to the NOW mobile or Agent apps are migrated to apply to the chat launcher functions.
   4. In Prominent action button override, select from the Add tab override drop-down menu to allow a prominent action button to launch the assistant when it's opened from the selected mobile navigation tab. This overrides what’s been defined in the chat launcher function from any other assistant record.

      The default setting for the chat launcher function associated with a prominent action button should still be configured in the chat launcher functions. If there is no record in the chat launcher function, the override won’t work.

      The same chat experience must be used to override the same prominent action button. For example, if the chat launcher section is configured to be enhanced chat, only an override record for enhanced chat would work.

      図 : 8. Prominent action button override

      

      The Add chat experience pop-up window appears where you can optionally select a mobile search configuration. For more information, see and .

   5. The Custom apps section is displayed when a mobile SDK plugin is installed. Select a custom mobile app integrated with the mobile SDK that launches this assistant.

      The Add custom app pop-up window appears. Select standard chat or enhanced chat.

4. Select the ellipsis to remove a mobile app or edit settings to toggle between the enhanced chat and standard chat experience, if standard chat is available to you.
5. Select Save and continue.

次のタスク

See Brand an assistant.