---
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


---

# Build conversations

# Build conversations in the Asset library in Assistant Designer {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read  
The Assistant Designer Asset library includes a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.
Virtual Agent conversations are built using topics. When building an asset, there are various components (controls) that you can use to build the logic of a conversation, and the responses that
the user sees.  
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).  
You can also view and manage the following in Assistant Designer:

* Conversational subflows and actions for LLM-enabled conversationsVirtual Agent conversations can include subflows and actions if they were made conversational in Workflow Studio or topics that include subflows and actions through the Action utility node.

  * Conversational subflows and actions are available in Assistant Designer only if ServiceNow Otto for Virtual Agent has been configured.
  * Conversational subflows and actions are also shown in Assistant Designer Asset library if the ServiceNow Otto panel is available. For more information, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
  * Conversational subflows and actions only appear to users during a conversation if the subflows and actions skill is turned on in AI Admin Hub.
  {#conversation-designer-virtual-agent__ul_qhz_z22_k2c}
* Custom skillsYou can view custom skills created in AI Skill Kit through Assistant Designer. For more information, see [Managing custom skills in Assistant Designer Asset library](https://www.servicenow.com/docs/F06OvjB30qkAd8toZ76KdA "View custom skills in the Assistant Designer Asset library.").

* AI agents You can view AI agents created in AI Agent Studio through Assistant Designer. For more information, see [Managing AI agents in Assistant Designer](https://www.servicenow.com/docs/Qt3X~TUT5p1cSJK05naOTg "View AI agents created in AI Agent Studio through Assistant Designer.").

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Virtual Agent uses large language models (LLMs) to match the user's request with the appropriate conversation or topic.

With LLM topic discovery, you can use generative AI through ServiceNow Otto for Virtual Agent to match the user's request with the desired conversation or topic. With ServiceNow Otto for Virtual Agent, you can test and publish your models from within Assistant Designer. ServiceNow Otto for Virtual Agent uses LLMs and generative AI skills to improve deflection rates. For more information, see [LLM topic discovery in Virtual Agent](https://www.servicenow.com/docs/ERF8244IczXwj0ZHuuHxbQ "Large language models (LLMs) enable Virtual Agent to process user statements in plain language. Conversations that use LLMs can outperform those conversations that use Natural Language Understanding (NLU), with easier setup.").

## Using the Asset library {#conversation-designer-virtual-agent__section_ilk_bp5_22b}

When you open Assistant Designer, the Asset library lists the assets in your instance. These assets include topics, topic blocks, setup topics, small talk topics, custom controls, subflows, actions, and AI
agents.  
Note:  
Along with small talk topics, you can also set small talk filters to redirect conversations based on unexpected user statements. For more information, see [Configure small talk filters](https://www.servicenow.com/docs/access?context=configure-small-talk-filters&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

In the Asset library, you can access and edit any of these assets, and create topics, topic blocks, setup topics, small talk topics, and custom controls.  
Figure 1. Asset library page in Assistant Designer  
Note:  
* Conversational subflows and actions are available in Assistant Designer if ServiceNow Otto for Virtual Agent has been configured. Conversational subflows and actions are also shown in Assistant Designer if the ServiceNow Otto panel is available. For more information on the ServiceNow Otto panel, see [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).
* MCP Server capabilities that you add to an assistant are stored in the sys_gen_ai_skills table at run time, the same underlying table used for other conversational assets. But they don't appear as an asset in the Asset library. MCP Servers aren't treated as a conversational asset, so you can only view and manage them from within the Assistant create/edit flow, in their own dedicated section. Because they don't appear in the Asset library, you can't update their Discoverable, Visible, or Promoted status.
{#conversation-designer-virtual-agent__ul_vmj_1mv_3kc}

You can test and preview active topics to verify that they work as intended. You can also sort and search for topics. When you have many assets, use the search bar ![]() and filter icon ![]() to quickly organize and find your topics. For more information, see [Assistant Designer Asset library](https://www.servicenow.com/docs/8aggkqRRyJinJi~MPoPCcg "The Assistant Designer Asset library page lists all LLM assets and NLU/Keyword topics for Virtual Agent conversations. You can also create more topics, subflows, actions, custom skills, AI agents, and agentic workflows.").  
Each topic list entry identifies the asset and provides the following information by default:{#conversation-designer-virtual-agent__table_mjd_rzd_k2c__entry__2}

| Field | Description |
|-|-|
| Name | Name of the topic. Template topics also contain (Template) in the name. |
| Type | Topic types include Topic, Topic Block, Setup Topic, Small Talk, Custom Input Control, Custom Response Control, Subflows, and Actions. |
| Status | Status types include Draft, Modified (with unsaved changes), or Published. |
| Active | Whether the topic is active or inactive. |
| Last modified | Time (minutes, hours, days, or months) that the topic was last modified. |
| Description | Description of the topic. For topics, this field is created and updated on the Properties tab. |
[ ]

{#conversation-designer-virtual-agent__table_mjd_rzd_k2c}

When you open a topic, a tab is displayed in the navigation header bar. The topic's name is shown on the tab, and a red dot appears if the topic has unsaved changes. Hover over the tab to view the scope in which the topic was
created.

![Topic tab that displays the topic name, saved condition, and application scope.]()

When you open a subflow or action, a tab is displayed in the navigation header bar. This tab opens the subflow or action in Workflow Studio within the Assistant Designer environment.

## Assistants {#conversation-designer-virtual-agent__section_syk_nfl_sfc}

For LLM topics, the Select assistant list enables you to filter the assets based on the LLM Virtual Agent (assistant) selected. By default the following assistants are available for Assistant Designer Asset library:

* ServiceNow Otto for Virtual Agent (default)
* ServiceNow Otto Panel - Platform (default)

  For the ServiceNow Otto Panel - Platform (default) assistant, if you want AI agents to be Discoverable, Visible, or Promoted, set the Value field in the system
  property sn_aia.enable_aiagents_discovery to True. If the Value field is set to False, then AI agents can't
  be set as Discoverable, Visible, or Promoted.
{#conversation-designer-virtual-agent__ul_alc_dgl_sfc}

You can create assistants from Conversational interfacesAssistants. For more information about creating assistants, see [Create a chat assistant](https://www.servicenow.com/docs/Jj16_xUpHwoVMX5xYLqloA "Create a chat assistant on your instance. Add basic details and set your assistant as a primary assistant.").

For more information about LLM assistants, see [Create LLM assistants](https://www.servicenow.com/docs/VqsI_t6wXOqMqvl1ImGmaA "LLM assistants help with large language model (LLM) topic discovery. The ServiceNow Otto for Virtual Agent assistant is the default LLM assistant created during the Conversational Interfaces Assistants guided setup.").

## Topic properties {#conversation-designer-virtual-agent__section_xgg_4bk_spb}

Use the topic Properties tab to identify a Virtual Agent asset and how it's used.  
Use the Properties tab to do the following:

* Specify the name and type of asset, such as [topic](https://www.servicenow.com/docs/9a3wMXgiRrJoXDIOIMxKgQ "Use the Assistant Designer Asset library to create and modify Virtual Agent topics (conversations). Build your topic to meet a specific objective or goal, such as fulfilling a user's request or helping a user complete a task."), [topic block](https://www.servicenow.com/docs/2rNScHs1UTi8o0ZkV9A_AA "Topic blocks are reusable components that you can create to run common tasks and conversational elements in Virtual Agent conversations. Topic blocks simplify the topic authoring and maintenance process by enabling you to reuse standard procedures or actions across conversation topics."), [custom control](https://www.servicenow.com/docs/FGllT3gry9tpdbiLZLP2Ww "Custom controls are components that ServiceNow developers can create for use in Virtual Agent topics or topic blocks. Such controls include sliders or video players. Custom controls complement the controls provided in Assistant Designer."), and so on.
* Specify the purpose of the topic, and which assistants can run this topic for ServiceNow Otto customers.
* Control who uses the topic and [what channels it can run in](https://www.servicenow.com/docs/6SaBE6FjKJ2VyS~WU5_kIg "Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. They are engaged in web portals, Now Mobile apps, and collaboration tools such as Slack, Microsoft Teams, and any other popular chat or messaging app.").
* Associate [live agent variables](https://www.servicenow.com/docs/i39jB4d0QfKPOIa_nvIipA "Use chat context variables to pass certain information from the topic to share with a live agent or to control how bot conversations are routed to live agents. Virtual Agent includes some default variables, and you can define new ones.") with a topic.
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For more information, see [Topic Properties tab](https://www.servicenow.com/docs/GdNHtfu30jbsQdhYLy9_Sg "Use the Topic Properties tab to identify a topic and how it's used. You can control who uses the topic and what channels it can run in.").

## Topic flow {#conversation-designer-virtual-agent__section_x2g_h25_22b}

When you create or update a topic, topic block, or custom control, you build the conversation flow on the Flow tab. In the default view, the flow looks like a diagram. Use the controls for user inputs, bot
responses, and utilities to define the flow. The status of the topic and NLU/Keyword model (if used) appears in the upper-right corner of the window.

The Table View option displays the nodes in your conversation flow as a table, rather than as a diagram. Each node is identified in a corresponding row in the table. You can add, change, or delete nodes
using these table rows.

For example, instead of dragging controls and dropping them onto the canvas, you can select Add new node to insert a node into the appropriate row in the table. When you focus on a particular row (node),
the corresponding property sheet for the node is displayed.

As you create or update your design, you might find it helpful to switch between the diagram view and the Table View using the Table View option. If your conversation contains many nodes, the Table View
lets you review all the nodes in your conversation quickly. You can use the Search table option to quickly find a particular node or control.  
Use the Flow tab to do the following:

* Design your topic flow. For more information, see [Design the flow of your topic](https://www.servicenow.com/docs/o7v7b2DIEgbGfA7xVjTiuQ "Walk through the design of an example Virtual Agent topic that enables users to view incidents they submitted. The example highlights the design controls that you can use to build the conversation flow.").
* Add script variables. For more information, see [Define script variables for a topic](https://www.servicenow.com/docs/jmCLVCkU~MGtoEbNXTH_zA "Use the Variables sidebar to define script variables for a topic. Script variables can store information that is not found in ServiceNow tables. This information can then be shared elsewhere in a topic.").
{#conversation-designer-virtual-agent__ul_u5b_hwx_prb}

For more information, see [Topic Flow tab](https://www.servicenow.com/docs/5bJ_wxAP7MWma7cLwCXfQQ "Use the topic Flow tab to build the conversation flow. Use the controls for user inputs, bot responses, and utilities to define the flow.").

## Topic languages {#conversation-designer-virtual-agent__section_zq1_qvb_wqb}

The Languages tab displays the topic's translation status for languages that have been activated on the instance.  
Use the Languages tab to do the following:

* View translation status for activated language plugins.
* Test your topic with a given language. For more information, see [View and test the topic in a specific language](https://www.servicenow.com/docs/mbEYsPF~9hLIag_b_4izpg "Test a translated Virtual Agent topic and the localized NLU model to ensure that it works as expected in a conversation.").
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* **[Designing a Virtual Agent topic](https://www.servicenow.com/docs/o7v7b2DIEgbGfA7xVjTiuQ)**   
  Walk through the design of an example Virtual Agent topic that enables users to view incidents they submitted. The example highlights the design controls that you can use to build the conversation flow.
* **[Duplicating a Virtual Agent topic](https://www.servicenow.com/docs/jcnzQToGXrBKrUgM6HT7LQ)**   
  Create a topic or topic block by copying an existing Virtual Agent topic or topic block and customize it.
* **[Publish a Virtual Agent topic](https://www.servicenow.com/docs/qzIKdJdzRM0S5pratz7THg)**   
  Deploy an inactive topic or an updated topic to save it and make it available to users on Virtual Agent clients.
* **[Delete a Virtual Agent topic](https://www.servicenow.com/docs/qhLJG78v6i87G7_T1dAJ3w)**   
  Delete a Virtual Agent topic that is no longer needed.
* **[Promote or demote LLM conversational subflows, actions, and topics in Assistant Designer](https://www.servicenow.com/docs/a_RIbZc7g5qGqhvUsUBJ6w)**   
  You can promote assets, including conversational subflows, conversational actions, and topics, after associating them with an assistant.
* **[Conversational settings for assets in the Asset library](https://www.servicenow.com/docs/dAXqruAXiSD9wBZI8XjFRA)**   
  Manage asset settings from the Asset library for individual active assets.
* **[Managing asset library items](https://www.servicenow.com/docs/iH46v9eXyvHIXq5CxN9Hkw)**   
  The Assistant Designer Asset library supports assets that are created in other tools. Admins must either have privileges to work with those tools, or they must work with team members who do.
* **[Testing assistants](https://www.servicenow.com/docs/YR0fPvLOT~pVGM_b42NXZg)**   
  Simulate and test assistant conversations from Asset library.
* **[Other Virtual Agent features](https://www.servicenow.com/docs/neHala6kbEV2~RFbV9WebQ)**   
  After creating topics with the basic Assistant Designer controls and scripting, you can also enhance conversation functionality and topic maintenance by using additional Virtual Agent features.
* **[Migrating NLU/keyword Virtual Agent topics to LLM topics](https://www.servicenow.com/docs/4KwNkShOLkwGcySI4CyaCQ)**   
  The topic migration workflow enables you to migrate your existing Natural Language Understanding (NLU)/keyword topics into new large language model (LLM) topics.

*[\>]: and then