Exploring Conversational Integration with Google Chat

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Use the Conversational Integration with Google Chat application to connect your end users with Virtual Agent or live agents through your Google Chat account.

    Conversational Integration with Google Chat overview

    Enable requesters to chat with Google Chat or live agents using the Google Chat application. Use the Conversational Integration with Google Chat app, available from the ServiceNow Store, to associate your instance with Google Chat

    You must have Now Assist in Virtual Agent for Google Chat activated. For more information, see

    You have two options for integrating Virtual Agent with Google Chat: the Now Virtual Agent bot and a self-configured bot.
    Integration type Method
    Now Virtual Agent Log in to your Google Chat account when you're prompted. The production bot is automatically configured for your account.
    Self-configured bot
    1. On the Integrate Google Chat with self configured bot screen, complete the information:
    2. In the Attachments section, drag or select your .p12 file.
    3. Select Submit.
    4. Navigate to Google Chat.
    5. Select New Chat.
    6. Enter the app name and select it.

    Conversational Integration with Google Chat users

    Table 1. Users
    User Description
    admin or virtual_agent_admin Create and publish Virtual Agent conversations.
    admin.google.com A Google account with admin privileges is required to integrate Virtual Agent in Google.
    Follow these steps to add Conversational Integration with Google Chat:
    1. Install Conversational Integration with Google Chat
    2. Integrate Virtual Agent with Google Chat using the self-configured bot
    3. Integrate Virtual Agent with Google Chat