---
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


---

# Deploying topics in other channels

# Deploying Virtual Agent topics in other channels {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read
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## Summary of Deploying Virtual Agent topics in other channels

ServiceNow Virtual Agent enables you to deploy conversational topics across multiple chat channels, including default channels like Slack, Microsoft Teams, Workplace, Facebook Messenger, and web/mobile clients, as well as custom channels created via conversational custom chat integrations.
This flexibility allows Virtual Agent to interact with end users through various chat interfaces and third-party messaging providers tailored to your organization's needs.
Show full answer Show less  

## Specifying Channels for Topics

When creating or editing a topic or topic block in Virtual Agent Designer, you can specify the targeted chat channels using the **Channels** field under Advanced properties on the Topic Properties page. This field supports both default and custom channels configured for your instance. Specifying applicable channels ensures that your topic runs only in the intended chat clients.

Note that the interface may differ depending on whether the ServiceNow Otto plugin is installed, with updated UI available for list view of topics.

## Designing for Channel Compatibility

Virtual Agent Designer includes built-in guardrails that check conversation controls against the specified channels to ensure compatibility. If a control is not supported in a selected channel (for example, Skype or SMS), warning messages appear on both the Properties tab and the Flow tab in the designer canvas. This feedback helps you modify or branch your conversation flows to avoid unsupported controls, ensuring smooth operation across all targeted channels.

## Managing and Viewing Available Channels

You can view and filter the available chat channels for your instance through the Assistant Designer Asset library or by consulting the Messaging Channels \[syscschannel\] table. The default channels cover common messaging platforms and web/mobile clients, while additional custom channels (like SMS) can be added through conversational custom chat integrations.

## Practical Benefits for ServiceNow Customers

* Deploy Virtual Agent topics seamlessly across multiple chat platforms, enhancing user engagement and accessibility.
* Leverage built-in compatibility checks during topic design to ensure conversational flows work correctly in all selected channels.
* Customize channel availability to align with your organization's communication tools and user preferences.
* Easily manage and track channel configurations within Virtual Agent Designer for streamlined conversation deployment.  
When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. During conversation design, Virtual Agent Designer provides built-in guardrails to help you tailor your conversations to those channels.

In Virtual Agent, a channel is a chat interface or application in which Virtual Agent interacts with end users. Default channels are the chat applications natively supported by Virtual Agent, such as the Slack, Microsoft Teams, Workplace, and Facebook Messenger applications, and the web and mobile clients. Virtual Agent also supports custom channels created through the [conversational custom chat integrations](https://www.servicenow.com/docs/rmlMH~ROxm6HjscsbgzblA "Conversational custom chat integration framework is a powerful framework consisting of scriptable APIs and configurations to bring the ServiceNow Virtual Agent to any conversational interface.") feature, which enables third-party applications (other chat providers) to work in Virtual Agent.

For example, admins can build a custom conversational chat integration for a specific messaging provider, such as Skype. Admins also define the controls that can be used in topics that run in these channels. For details about
creating channels for chat providers and specifying the controls used in a channel, see [Creating conversational custom chat integrations in Virtual Agent](https://www.servicenow.com/docs/rmlMH~ROxm6HjscsbgzblA "Conversational custom chat integration framework is a powerful framework consisting of scriptable APIs and configurations to bring the ServiceNow Virtual Agent to any conversational interface.").

## Specifying channels in your topics or topic blocks {#va-integrations__section_rnq_ld5_5lb}

When you create or edit a topic or topic block, you can specify the applicable channels in the Channels field under Advanced properties in the Topic Properties page. Applicable channels are the custom
channels created for your instance through the conversational custom chat integrations. Use this field to specify chat clients in which the topic or topic block will run.  
Note:  
An updated Assistant Designer Asset library user interface is available when you install ServiceNow Otto in Virtual Agent. This content assumes that you can see the list view. If ServiceNow Otto in Virtual Agent is not installed, you see the legacy UI and topics page. For more information, see [Virtual Agent Designer legacy topics page](https://www.servicenow.com/docs/eKqBAMdp0dJqYGORLs9Lhw "The Virtual Agent Designer legacy home page lists cards for available topics in your instance.").  
Figure 1. Additional channel support field in the Topic Properties page

During conversation design, Virtual Agent checks the various controls used to build the conversation flow to confirm that the control is valid for the channels in which the topic or block will run.

## Design checks for specified channels during conversation design {#va-integrations__section_cch_wd5_5lb}

When you're designing your conversation, built-in guardrails identify the Virtual Agent Designer controls that are not suited for the custom channels that you specified in the Topic Properties page. These messages are displayed in the following views:

* Properties tab (Topic Properties page)

  In the following example, Skype and SMS are the additional channels in which the topic will run. The banner message identifies the controls that are not
  supported on the channels for the topic. As you develop the conversation flow, you can revise your conversation so that it does not use any of the specified controls for your selected channels.  
  Figure 2. Topic Properties tab with defined channels
* Flow tab (Virtual Agent Designer canvas)

  In the following example flow, the banner message identifies the controls that are not supported for the specified channels. The property sheet for the affected nodes also
  displays a message indicating that the control is not supported. For example, when you highlight a particular node (control) in the flow, the associated property sheet for the node indicates that the control is not
  supported in the Skype and SMS channels.

  If you have controls that cannot be used, you can branch the flow so that you can continue building the flow with the controls that are supported.  
  Figure 3. Topic Flow tab with channel warnings
{#va-integrations__ul_txq_lyq_zlb}

## Finding the channels available in your instance {#va-integrations__section_yrp_kbq_zlb}

To see a list of the available channels in your instance, use the filter icon (![]()) in the Assistant Designer Asset library (Conversational InterfacesVirtual AgentDesigner). The Messaging Channels \[sys_cs_channel\] table also shows the available channels.  
Figure 4. Filtering supported channels in the home page

The default channels in Virtual Agent are the web chat and mobile clients and also the Virtual Agent messaging integrations for the Slack, Microsoft Teams, Workplace, and Facebook Messenger messaging applications. In the previous example, SMS is an available chat channel that was created for your instance through a conversational chat integration. When you choose a channel, the
home page lists your topics (cards) by channel type. For more information, see [Creating conversational custom chat integrations in Virtual Agent](https://www.servicenow.com/docs/rmlMH~ROxm6HjscsbgzblA "Conversational custom chat integration framework is a powerful framework consisting of scriptable APIs and configurations to bring the ServiceNow Virtual Agent to any conversational interface.").

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