--- 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 --- # Use ServiceNow Otto conversations with Slack # Using ServiceNow Otto for Virtual Agent conversations with Slack {#ariaid-title1} Release version: Australia Updated November 5, 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 providing a large language model (LLM)-based conversational experience. This integration allows users to interact with either a ServiceNow Virtual Agent bot or a self-configured bot directly from Slack channels, enabling AI-driven assistance and search capabilities. Show full answer Show less To utilize ServiceNow Otto in Slack, customers must first integrate their Virtual Agent or self-configured bot with their Slack workspace. This setup is essential to enable the LLM-powered conversational features. ## Key Features * **Legal Disclaimer:** The first message in any conversation with ServiceNow Otto includes a legal disclaimer clarifying that the message is AI-generated, followed by a greeting and LLM-enabled topics. This disclaimer is managed via a system property to ensure compliance and transparency. * **Pagination and Search:** Users can navigate through multiple pages of selectable options and search for specific items or users within the conversation. This improves usability when handling extensive lists of choices. Pagination and search behavior are configurable through provider properties that control pagination support and page limits. * **Generative AI QnA Card:** Users can ask questions and receive answers in an interactive card format, which includes the AI-generated response along with a legal disclaimer and citation. This format offers a clear and engaging way to present information. * **User Feedback:** Slack users can quickly provide feedback on AI-generated responses using thumbs up or thumbs down icons. This feedback mechanism helps gauge satisfaction and improve response quality. * **Synthesized Responses:** ServiceNow Otto delivers summarized responses in Slack conversations, presenting information conversationally and concisely to enhance user understanding and interaction. ## Practical Application for ServiceNow Customers By enabling ServiceNow Otto in Slack, customers can: * Provide a seamless AI-powered conversational experience directly within Slack channels. * Leverage advanced search and pagination to efficiently find relevant items or users during conversations. * Utilize AI-generated QnA cards for clear and informative answers to user queries. * Collect user feedback on AI responses to continually refine Virtual Agent performance. * Present synthesized, concise information for improved user engagement and quicker decision-making. To enable these capabilities, customers should follow the integration guides for connecting Virtual Agent or self-configured bots with Slack and then activate the ServiceNow Otto LLM features within their Slack environment. 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.