--- 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 --- # Other Virtual Agent features # Other Virtual Agent features {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read 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. After learning the basics, here are some other Virtual Agent features that may help you improve your authoring and end-user experience. [Deploy Virtual Agent in other channels](https://www.servicenow.com/docs/SeXfLLKPJk5yFp1543uspg "When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. Conversation design in Assistant Designer Asset library provides built-in guardrails to help you tailor your conversations to those channels.") : By default, Virtual Agent runs in a chat widget, but you can also run it in other channels. While some features may not be available in certain channels (such as the carousel user input control), you can customize your conversation flow to accommodate these differences. [Use link unfurling in Virtual Agent](https://www.servicenow.com/docs/haXIwK9aL3VPyjFnYhnB3A "Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response.") : Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response. [Maximize code reuse with topic blocks](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.") : Rather than duplicate common functionality in multiple topics, you can create reusable topic blocks that you can reference in many topics. This allows you to maintain frequently used functionality in one central location. [Customize Virtual Agent with custom controls](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.") : If an Assistant Designer control doesn't quite work for what you want to achieve, create a custom control. You can create your own controls to accept input from the conversation, as well as custom response controls to handle the output. Use these controls within topics to handle specialized tasks. [Integrate Virtual Agent with Workflow Studio workflows](https://www.servicenow.com/docs/Xz~amiI0a1NEf4t7UULnEQ "The workflows of ServiceNow Workflow Studio can be integrated within ServiceNow Virtual Agent topics. You can then use these workflows in Virtual Agent conversations.") : If your company is using Workflow Studio to create workflows, you can integrate them into Virtual Agent. You may need to do this if your conversations require you to pass secure inputs, such as a password. Workflow Studio actions and subflows support the password2 data type, which lets you pass the input securely. [Use Virtual Agent with Agent Chat](https://www.servicenow.com/docs/foBiIHs_XB6kg1UWmVpFnw "Sometimes a conversation requires human intervention. When this occurs, you can transfer the user to a live agent in Agent Chat.") : Customize Virtual Agent to hand off some conversations to a live agent when needed. [Integrate Virtual Agent with other portals and apps](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.") : Integrate and extend the capabilities of Virtual Agent by connecting to your employees and customers where they already are. [Use Virtual Agent REST API in a standalone or multi-bot environment](https://www.servicenow.com/docs/n5rorXQH5tty_k92DqP31A "The ServiceNow Virtual Agent API is a REST API built on ServiceNow's conversational custom chat integration framework, enabling integration with enterprise or third-party chat interfaces, or as a secondary bot in multi-bot environments.") : Integrate any chat interface or bot using this REST API that is available in the ServiceNow Store. ## Additional resources {#exploring-other-vad-features__section_hwm_1f5_xrb} Visit the [Virtual Agent Academy](https://community.servicenow.com/community?id=community_event&sys_id=be9b3a771ba680d4d01143f6fe4bcbda&view_source=featuredList) for more resources. * **[Deploying Virtual Agent topics in other channels](https://www.servicenow.com/docs/SeXfLLKPJk5yFp1543uspg)** When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. Conversation design in Assistant Designer Asset library provides built-in guardrails to help you tailor your conversations to those channels. * **[Link unfurling in Virtual Agent](https://www.servicenow.com/docs/haXIwK9aL3VPyjFnYhnB3A)** Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response. * **[Integrating Virtual Agent with Workflow Studio workflows](https://www.servicenow.com/docs/Xz~amiI0a1NEf4t7UULnEQ)** The workflows of ServiceNow® Workflow Studio can be integrated within ServiceNow Virtual Agent topics. You can then use these workflows in Virtual Agent conversations. * **[Login to transfer guest chat history to an authenticated Virtual Agent session](https://www.servicenow.com/docs/Z~1KmLsOlUhSI83CirzpYg)** Elevate guest users to an authenticated session by logging in, and without losing chat context or history.