---
sourceDocument: Brazil Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# General chat settings

# General chat settings {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.
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| I want to... | See these topics |
|-|-|
| Display options ||
| Branding | [(Legacy) Branding your NLU chat client](https://www.servicenow.com/docs/Mwyo7ak0DNyxn8hNep76fw "Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.") |
| Message preview | [Enable message preview on the chat widget](https://www.servicenow.com/docs/ZhzgyHF42E~i~h0ANKRCqQ "Admins can allow their end users to see a preview of any new or unread messages waiting for them when the chat window is minimized.") |
| Public access | [Enable public access to the chat widget](https://www.servicenow.com/docs/jwoQSRtyJiXPmPgAvBnm0A "Enable public access to the standard chat Virtual Agent chat widget for portals.") |
| Channels and routing ||
| Channels | [(Legacy) Integrating Virtual Agent for NLU with messaging apps](https://www.servicenow.com/docs/ka84c5rbOJP64STmyln2Bw "Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance."). |
| Pre-chat surveys | [(Legacy) Define pre-chat survey configurations](https://www.servicenow.com/docs/Y87UE61DD8yhDCdPHJ~0fg "Use pre-chat surveys to capture preliminary information from a customer. You can define a configuration that determines the pre-chat survey to be presented to your customers. From the responses received, Advanced Work Assignment routes chat conversations to appropriate queues and groups.") |
| Context variables | [Configure context variables for storing chat-related information](https://www.servicenow.com/docs/gQUwT6EIEDTAjEgJUIgo1g "Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.") |
| Topic context intent | [(Legacy) Define topic context intent configurations](https://www.servicenow.com/docs/ujvAz0suhEhJBcIKnDl24A "Use pre-chat survey information to determine the appropriate Virtual Agent conversation topic automatically displayed to end users (requesters), rather than prompting them to choose from a list of conversation topics.") |
| System actions ||
| System messages | [Change Virtual Agent and Agent Chat system messages](https://www.servicenow.com/docs/pZ2ectRudPMGApqT6EvIpA "Customize the default system messages displayed during Virtual Agent conversations and Agent Chat.") |
| URL navigation | [(Legacy) URL navigation in NLU](https://www.servicenow.com/docs/Qb4uBLM635d857Dyj5QKZw "Use URL navigation settings to specify where and how chat links open. You can configure certain links to open in a specific portal. You can also specify the link target, such as a popup window.") |
| Sensitive data detection | [(Legacy) Configuring sensitive data handler](https://www.servicenow.com/docs/LctQhj~tOGW94dkePda9Yw "Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.") Note: This feature is being prepared for future deprecation. It will be hidden and no longer available for installation but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://hi.service-now.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support knowledge base. Install the Data Privacy application as a replacement. For more information, see [Data Privacy](https://www.servicenow.com/docs/access?context=data-privacy-landing&version=brazil&pubname=brazil-platform-security&ft:locale=en-US). |
| Missed activity emails | [Sending missed chat activity emails](https://www.servicenow.com/docs/yBMciXSkTZKoVDa7849LCg "Send email to users with summaries of chat messages sent to them while they were offline.") |
[Table 1. General chat settings]

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