---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/servicenow-platform

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Catalog Agent conversational status conditions

# Catalog Agent conversational status conditions {#ariaid-title1}

Release version: Australia  
Updated April 30, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Catalog Agent conversational status conditions

This content describes the conditions that enable a catalog item to provide a fully conversational experience within ServiceNow's Premium chat interface, powered by ServiceNow Otto.
Instead of completing traditional forms, requesters can interact via conversations to request catalog items.
Specific criteria must be met for a catalog item to be compatible with this conversational mode.
Show full answer Show less  

## Key Conditions Affecting Conversational Eligibility

* **Global Conversation Toggle:** If the `turnoffnowassistconversation` property is enabled, the item is excluded from Premium chat regardless of design.
* **Non-Conversational Flag:** Catalog items flagged with `makeitemnonconversational` open as forms rather than chat, typically for complex items better suited to structured input.
* **Question Count Limit:** Items exceeding the maximum question threshold (default is 4, controlled by `snnowassistcr.og.questionthreshold`) are considered too complex for natural conversational handling.
* **Client Scripts:** Items using onSubmit client scripts cannot be conversational since these scripts only run in traditional forms. However, onChange and onLoad scripts do not block conversational eligibility.
* **UI Policies:** Because UI policies depend on browser form rendering, they are incompatible with the conversational step-by-step interface.
* **Field Visibility and Input:** If all fields are hidden, pre-filled with defaults, or read-only, no interactive conversation can occur.
* **Unsupported Question Types:** Several variable types, such as Lookup Select Box, List Collector, Attachment Question, and Table Question, are not supported in conversation mode.
* **Advanced Filtering:** Fields requiring complex list filtering fall back to traditional forms.
* **Pricing Impact:** Catalog items with questions affecting pricing or cost are not supported in chat.
* **Multi-Row Inputs:** Repeating table-style inputs, such as entering multiple rows of accessory orders, are incompatible with conversational mode.
* **Complex Item Types:** Order guides, wizards, content items, and standard change templates are excluded from conversational eligibility due to their complexity.

## Practical Implications for ServiceNow Customers

Customers do not need to rebuild catalog items entirely to enable conversational experiences. Often, minor adjustments like reducing visible questions, removing or modifying client scripts, or changing field types can make an item eligible for Premium chat. Items that do not meet these conditions will open as traditional forms within the interface.

Understanding these conditions helps customers optimize catalog items for conversational interactions, improving user experience by leveraging the ServiceNow Otto-powered chat interface where appropriate.  
Conditions that determine whether a catalog item can deliver a fully conversational experience in the Premium chat interface.
Premium chat is a conversational interface powered by ServiceNow Otto. Instead of filling out a traditional form, requesters can request catalog items through conversations. For a catalog item to work in this mode, it must meet certain conditions.

* The conversation is turned off using the turn_off_nowassist_conversation property, preventing the item from appearing in Premium chat mode, regardless of how the item is designed.
* The catalog item has been flagged to open as a form and not a chat using the make_item_non_conversational property. This is used for complex items where a structured form is preferred over a guided conversation.
* When a catalog item has more than the configured maximum number of questions (using the sn_now_assist_cr.og.question_threshold property, which has a default value of 4), it can be complex to handle as a natural back-and-forth conversation.
* Catalog items use client-side scripts that change the form dynamically as the user fills it in. For example, hiding certain fields based on earlier answers, or running a calculation. An onSubmit client script only runs in a traditional browser form and can't be replicated inside a chat window, so an item with an active onSubmit script can't be made conversational. onChange and onLoad client scripts run during the conversation and don't by themselves block conversational eligibility. For details on running client scripts in a conversation, see .
* Similar to scripts, UI policies are rules that change what requesters see on the form based on their inputs. Because these rules depend on the form rendering in a browser, they aren't compatible with the step-by-step chat approach.
* Every field on the catalog item is either hidden from the user, pre-filled with a default value, or set to read-only. Since there are no questions left, there is nothing for a conversational experience to do.
* Some question types, such as check box, Custom, Render UI Page, Custom with Label, Lookup Select Box, List Collector, Lookup Multiple Choice, Masked, Table Question, Requested For, Attachment Question, and Table Name, aren't supported.
* Some fields let users pick a value from a list (for example, choosing a specific laptop model from a catalog). Items with this kind of advanced filtering fall back to the traditional form.
* If any question on the catalog item influences the cost or pricing of what is being requested, the item can't be handled conversationally. Pricing implications aren't supported in the chat interface.
* Some catalog items include a section where the user can add multiple rows of information. For example, ordering accessories for several employees at once. This kind of repeating, table-style input is not supported in a Premium chat interface.
* Certain catalog item types, such as order guides, wizard, content items, or standard change templates, have a structure that is more complex than a simple request. These types aren't eligible for the conversational experience and open as a traditional form.

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| Variable type | Description |
|-|-|
| Lookup Multiple Choice | Presents multiple options sourced from a lookup table, where the user can select one or more values. |
| Lookup Select Box | Presents a single-selection list sourced from a lookup table. |
| Requested For (Single) | Captures the identity of the person for whom the catalog item is requested, supporting single-user selection. |
[Table 1. Catalog Agent variable types]

Note:  
* Conversational catalog items that don't support agentic AI may be discoverable, but they don't appear within the conversation in the Premium chat experience. These catalog items open as forms that requesters can fill out and submit.
* Meeting these requirements doesn't require rebuilding a catalog item from scratch. Often, small adjustments, such as reducing the number of visible questions, removing an unused client script, or switching a field type, are enough to make an item eligible for the full agentic AI experience.
{#catalog-conv-limitations__ul_izt_hyp_1jc}