--- 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 --- # Configure NLU # (Legacy) Configuring Virtual Agent for NLU {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers. Starting with the Brazil release, Virtual Agent for NLU and Virtual Agent Lite are being prepared for future deprecation. It will be hidden and no longer activated on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. For migration guidance, see [KB3159779: Virtual Agent NLU and Keyword Feature Deprecation Migration Guide](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB3159779). ## Conversational Interfaces Console {#configure-virtual-agent-nlu__section_d2m_hd4_swb} Use the Conversational Interfaces Console to activate and configure Virtual Agent. Some of the general settings in the console are shared with other applications, such as Agent Chat. {#configure-virtual-agent-nlu__table_grb_xf4_swb__entry__2} | I want to... | See these topics | |-|-| | Get recommendations for Virtual Agent topics based on my data | [(Legacy) Quick start for Topic Recommendations](https://www.servicenow.com/docs/qECRNya8xKBu6OX9Yq~GSw "To get recommended topics based on your data, configure analysis reports, run the reports, and then review the results. You can either add new topics to Virtual Agent or link a recommendation to an existing topic.") | | Configure performance tracking for Virtual Agent topics | [(Legacy) Create deflection configurations and patterns](https://www.servicenow.com/docs/NoXomIDiLsOrfqmtNsvmqw "Set up deflection settings to create deflection configurations and deflection patterns that you can map to deflection topic blocks in Virtual Agent conversation topics. These deflections help you to track the issues that Virtual Agent helped to resolve or actually resolved for a user.") | | Use Natural Language Understanding (NLU) for topic discovery | [(Legacy) Configure Natural Language Understanding in Virtual Agent](https://www.servicenow.com/docs/qnRA9WMcaqVE_ZYRpT9bVQ "Configure Natural Language Understanding (NLU) in Virtual Agent to identify the NLU service provider for your instance. You can also specify the languages of NLU models used during conversation design, based on the languages supported by your NLU provider and the ServiceNow AI Platform.") [Creating models](https://www.servicenow.com/docs/access?context=creating-models&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) (using NLU Workbench) | | Create custom greetings and setup topics | [(Legacy) Configure a Virtual Agent NLU chat experience](https://www.servicenow.com/docs/t8lGEJO0DoLGd22Y826l~g "Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.") | | Determine which issues are routed to Virtual Agent first | [(Legacy) Configure and run an Issue Auto Resolution simulation](https://www.servicenow.com/docs/IYFBO82CAP~OSjfA3vsopw "Use the incident data from your organization to run simulations from the matching intents that the Issue Auto Resolution application based its predictions on from the case descriptions.") | | Send notifications to users in Virtual Agent | [Configuring Virtual Agent notifications](https://www.servicenow.com/docs/DepL_oRO50kc_GMqn0nVsw "Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.") [Enable Virtual Agent notifications](https://www.servicenow.com/docs/h3Cu9bWtXpdr4k2CpSWTdw "Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.") | | Use AI Search to return fallback results for Virtual Agent | [(Legacy) Implementing AI Search in NLU](https://www.servicenow.com/docs/QH5KxPYEAp39SZF09EQ6_w "Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic.") | | Detect and dynamically translate Virtual Agent topics into a different language | [Language detection and dynamic machine translation in Virtual Agent in enhanced chat](https://www.servicenow.com/docs/JmcHc2dDrR4pyvO2tPfiaQ "Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.") | [Table 1. Virtual Agent settings] {#configure-virtual-agent-nlu__table_grb_xf4_swb} ## Virtual Agent security {#configure-virtual-agent-nlu__section_cfw_dsg_vwb} Platform hardening for your instance is leveraged by Virtual Agent, so you should follow the overall platform hardening recommendations. For details, see [Secure your instance](https://www.servicenow.com/docs/access?context=platsec-landing&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).