---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/intelligent-experiences

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Multiple conversations

# Multiple conversations in Now Assist AI agents {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Multiple active conversations enable live agents to maintain separate conversations for different records. You can preserve the context of multiple conversations and enable multiple AI agents to interact at the same time
through the Now Assist panel.

## Multiple conversations between live agents and AI agents overview

Once configured, live agents can interact with multiple AI agent conversations through the Now Assist panel.  
Note:  
By default, the ServiceNow Otto panel currently supports only a single conversation and it is required for you to enable the multiple conversation support if you intend to use it

## Enabling multiple conversations {#multiple-conversations-aia-new__section_mtb_vnq_kdc}

You can enable multiple conversations on a ServiceNow instance in the Messaging Channels \[sys_cs_channel.list\] table by setting the value of the Supports Multiple Conversations field on the ServiceNow Otto panel record to true. If you don't see this field, make sure you're in the Global scope and are using the Default view. If you still don't see
the field, you may have to add it to the table. By saving the record and refreshing the instance, you can see the multiple active conversations features in the ServiceNow Otto panel.

## Title for the conversation

With the multiple conversations feature enabled in the ServiceNow Otto panel, the first utterance from the live agent is set as the title for that conversation. For example, if the first utterance is <kbd class="ph userinput">Explain change risk</kbd>, then Explain
change risk is set as the title for that conversation in the ServiceNow Otto panel.

## Starting a conversation

Start a new conversation by selecting the plus icon and choosing a topic. See the conversation list by selecting the All chats icon, to see the Active chats and Closed chats.

## Unread chats on the conversation list

See the batch count of the unread chats on the conversation list icon. For example, if number 6 appears on the All chats icon, that means there's six unread conversations on the ServiceNow Otto panel.