Configure Virtual Agent settings for Slack

Configure your Slack bots that are integrated with the Virtual Agent to enable notifications, to link ServiceNow user profiles, and to set up system messages and contextual actions.

Before you begin

Role required: admin

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. In General Settings under Channels and integrations, click View All.
3. On the Channels and integrations page, in the Slack tile, click Manage.
4. Select the Settings tab.
5. Slide the Enable Notification for all users toggle switch to disable notifications for the linked users.
   Note:

   • The Enable Notification for all users toggle switch is selected by default.
   • The Automatically Link ServiceNow user profiles toggle switch is selected by default and disabled for any further change. This option links all the active ServiceNow accounts automatically to the associated Microsoft Teams bot.
6. Set up the Global Messaging Settings.
   Note:

   Any changes made to these settings will reflect in all the channels.

   • System Messages: Customize the default system messages displayed during Virtual Agent conversations.

     For more information about changing or updating a system message, see Change system messages.

   • Contextual Actions: Customize the supported actions per user command inputs.

     For more information about updating a contextual action, see Contextual actions for custom chat integrations.

• Configure branding for your Virtual Agent bot in Slack
  You have the flexibility to customize the default ServiceNow branding for your Slack Virtual Agent. You can change the production bot's name and icon.
• Configure branding for your self-configured bot
  Configure your self-configured Slack app's branding. You have the flexibility to customize the default ServiceNow branding for the Slack self-configured bot name and icon.
• Pre-link Virtual Agent requesters before integration with Slack
  Pre-link your Virtual Agent requesters to a ServiceNow instance before they run the Conversational Integration with Slack. Batch pre-linking enables your Virtual Agent users immediately to chat with a virtual agent and receive notifications without going through the initial authentication linking process.
• Configure promoted topics for Conversational Integration with Slack
  Configure promoted topics to push out important, common topics for users' quick consumption during a conversation with the Slack bot. You can configure up to six different promoted topics to be displayed on the Slack channel greeting message.