--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Exploring Conversational Interfaces Diagnostic Tool # Exploring Conversational Interfaces Diagnostic Tool {#ariaid-title1} Release version: Australia Updated March 12, 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 Exploring Conversational Interfaces Diagnostic Tool The Conversational Interfaces Diagnostic Tool enables ServiceNow admins to efficiently search for, identify, and resolve issues related to conversational interfaces, including Virtual Agent and Virtual Agent Lite. It is designed to streamline troubleshooting by guiding admins through a diagnostic workflow tailored to the specific issue described. Show full answer Show less Technical support engineers are responsible for setting up the tool on the server and creating the diagnostic categories and content it uses. After this setup, admins with the **admin** or **virtualagentadmin** role can utilize the tool via the chat widget. Activation of the **Conversational Interfaces - Diagnostics** plugin from the ServiceNow Store is required before use. ## Diagnostic Workflow The tool initiates a diagnostic workflow once an admin describes the issue. This workflow: * Prompts for necessary data based on the problem. * Provides relevant Knowledge Base (KB) articles and allows searching for additional articles. * Offers the option to download diagnostic support information. * Enables selection of different issues to diagnose. The workflow adapts dynamically to the issue and incorporates an AI Search filter to enhance diagnosis accuracy. It also supports troubleshooting for messaging integrations such as Microsoft Teams and assists with Advanced Work Assignment (AWA) configuration problems. At the end of the diagnostic process, the tool performs a health check, supplies troubleshooting details, and provides contact information for Now Support if the issue remains unresolved. ## Benefits and Key Capabilities * **Error Diagnosis:** Helps diagnose general conversational interface errors including error messages and system property issues. * **Messaging Integration Support:** Identifies and resolves Microsoft Teams configuration issues. * **Advanced Work Assignment Support:** Assists in diagnosing and fixing common AWA configuration problems. This tool empowers ServiceNow admins to proactively manage and resolve conversational interface issues, improving the reliability and performance of Virtual Agent deployments. The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces. The Conversational Interfaces Diagnostic Tool lets admins search for, identify, and resolve issues with conversational interfaces. Technical support engineers set up the Conversational Interfaces Diagnostic Tool on the server. Technical support engineers create and manage the Conversational Interfaces diagnostic category records and content that the Conversational Interfaces Diagnostic Tool uses. After the technical support engineers create the diagnostic categories and content, admins can start using the Conversational Interfaces Diagnostic Tool on the chat widget. Admins must have the admin or virtual_agent_admin role. The Conversational Interfaces Diagnostic Tool is available for both Virtual Agent and Virtual Agent Lite. Note: Before using the Conversational Interfaces Diagnostic Tool, admins must activate the Conversational Interfaces - Diagnostics plugin (sn_ci_diagnostics) available on the ServiceNow® Store store. ## Request apps on the Store {#exploring-ci-diagnostics-tool__id_fhr_bqp_4bc} Visit the [ServiceNow Store](https://store.servicenow.com/sn_appstore_store.do#!/store/home) to view all the available apps, and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the [ServiceNow Store version history release notes](https://www.servicenow.com/docs/r/store-release-notes/sn-store-release-notes.html).{#exploring-ci-diagnostics-tool__inline-send-to-store} ## Conversational Interfaces Diagnostic Tool workflow {#exploring-ci-diagnostics-tool__section_jvl_jwj_4bc} After you've described the issue you need to solve, the Conversational Interfaces Diagnostic Tool workflow begins using the relevant diagnostic topics and topic blocks. These topics and topic blocks are used for identifying, diagnosing, solving, and collecting data for the issue described. For example, the diagnostic workflow does the following: * Prompts you for the required data, based on the issue you need to solve. * Includes a list of Knowledge Base (KB) articles where you can find more information, as applicable. If you aren't finding the information you need, you can also search for additional KB articles. * Gives you the option of downloading diagnostic support information. * Lets you select another issue to solve. {#exploring-ci-diagnostics-tool__ul_iwg_zxj_4bc} The diagnostic workflow and the options and prompts you see correspond to the issue you are trying to diagnose and solve. The diagnostic workflow uses an AI Search filter as part of the diagnosis. For more information about AI Search and how to configure it, see [Configuring AI Search](https://www.servicenow.com/docs/access?context=configuring-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). The diagnostic topic block workflow also includes solutions for messaging integrations, such as Microsoft Teams. It also helps with Advanced Work Assignment configuration issues. Figure 1. Conversational Interfaces Diagnostic Tool workflow In the workflow, the admin describes the issue. The tool runs a health check and returns available troubleshooting information, as well as contact information for Now Support if the problem was not solved. ## Conversational Interfaces Diagnostic Tool benefits {#exploring-ci-diagnostics-tool__section_mvl_jwj_4bc} {#exploring-ci-diagnostics-tool__table_nvl_jwj_4bc__entry__3} | Benefit | Feature | Users | |-|-|-| | Diagnose general errors, such as error messages and system property issues. | [Diagnose Conversational Interfaces errors](https://www.servicenow.com/docs/D7AM2C8~~0N27VpM_WLdIg "Use the Conversational Interfaces Diagnostic Tool to resolve issues related to conversational interfaces such as error messages and system property issues before reaching out to Now Support.") | Admins | | Identify and solve Microsoft Teams configuration issues. | [Diagnose Microsoft Teams configuration issues](https://www.servicenow.com/docs/fiVyZNA4QDU71HuSvtyTLg "Use the Conversational Interfaces Diagnostic Tool to identify and help solve Microsoft Teams configuration issues before reaching out to Now Support.") | Admins | | Identify and resolve common Advanced Work Assignment (AWA) configuration issues. | [Diagnose Advanced Work Assignment configuration issues](https://www.servicenow.com/docs/_uNps~EMRyFqltqiU6BBSw "Use the Conversational Interfaces Diagnostic Tool to identify and resolve common Advanced Work Assignment (AWA) configuration issues before reaching out to Now Support.") | Admins | [ ] {#exploring-ci-diagnostics-tool__table_nvl_jwj_4bc}