---
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


---

# Manage chat experience

# Manage an assistant chat experience {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read  
Manage the chat experience of your assistant.

## Before you begin

See [Enable additional chat features](https://www.servicenow.com/docs/Wwti2j0NxI4vhepsbSs86A "Add chat features to your chat assistant.").

Role required: virtual_agent_admin or admin

## About this task

Define your greeting, closing messages, and fallback options.

Depending on your configuration, different options may appear. Legacy messages (chat messages) and legacy fallbacks (chat fallbacks) are shown when at least one display experience has standard chat
or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.  
Note:  
If you configured legacy messages and legacy fallbacks, your premium messages and premium fallbacks are prefilled with what you had in your legacy messages and legacy fallbacks. Review the settings to verify that everything was prefilled correctly. Adding or editing a premium fallback may take a few minutes to take effect after saving.

A standard chat preview pane is shown for the default greeting topic and the default closing topic. Selecting custom topics won't show a preview pane.  
Fallbacks appear in the preview pane when you toggle individual or all fallbacks on.  
Note:  
Fallbacks aren't supported for ServiceNow Otto - Developer assistant.

## Procedure

1. Select the Chat experience page.
2. In the Legacy messages or the Premium messages section, set up your messages.  
   Figure 1. Set up legacy messages  
   * Selecting a default topic shows its corresponding default message. You can also create your own topic from AllAssistant DesignerAsset Library, and use it as the greeting or closing topic. When selecting a custom topic, the message field isn't shown in the preview pane.
   * Closing message only appears if you have a display experience with standard chat.
   {#manage-assistant-chat-experience__ul_v3m_gz5_bkc}

   For premium messages, select one of the greeting messages:  
   Figure 2. Set up premium messages  
   * Default greeting message: The assistant generates a contextually-relevant greeting message.
   * Static greeting message: The message displays every time the assistant is accessed. You can customize your text in the input box.
   * Custom greeting topic: You can select any topic that you have created.
   {#manage-assistant-chat-experience__ul_mn3_dz5_bkc}  
   Note:  
   Configuration options differ between different assistant types and display experiences.
   {#manage-assistant-chat-experience__table_vx4_nhh_zfc__entry__6}

   | Field | Description | ServiceNow Otto for Virtual Agent assistant | Employee Slate assistant | ServiceNow Otto panel - Platform assistant | ServiceNow Otto panel - Developer assistant |
   |-|-|-|-|-|-|
   | Greeting topic | Greeting - requestor is the default greeting topic for ServiceNow Otto for Virtual Agent assistants. Greeting - fulfiller is the default greeting topic for ServiceNow Otto panel assistants. Select a custom greeting if you want to replace the default greeting topic. For premium messages, choose between the default greeting message, the static greeting message, or use a custom greeting topic. | Yes | Choose between the default greeting message, the static greeting message, or use a custom greeting topic. | Yes | Yes |
   | Greeting message | For legacy messages, if the default greeting topic is used, the default greeting message is shown. If a custom greeting topic is selected, the Greeting message field doesn't appear. For premium messages, choose between the default greeting message, the static greeting message, or use a custom greeting topic. | Yes | Yes | Yes | Yes |
   | Closing topic | Closing is the default closing topic. To replace it, select a topic from the drop-down menu. | Yes (for standard, enhanced, and premium chat) | Yes | No | No |
   | Closing message | Closing message field is shown and used if the default closing topic is selected. If a custom topic is selected, the Closing message field isn't shown. | Yes (for standard, enhanced, and premium chat) | Yes | No | No |
   | Error topic | Error - requestor is the default topic for ServiceNow Otto for Virtual Agent assistants. Error - fulfiller is the default topic for ServiceNow Otto panel assistants. To replace the default topic, select a custom topic from the drop-down menu. | Yes | No | Yes | Yes |
   | Error message | For legacy messages, if the default - Error topic is used, the default Error message is used. If a custom topic is used, the error message field isn't shown. For premium messages, the error message is LLM generated and it's not configurable. | Yes | The error message is LLM generated and it's not configurable. | Yes | Yes |
   | Survey | You can optionally select a custom topic to use it as a survey topic. If you don't select any topic, the default survey experience is applied. Post chat feedback surveys are supported in standard, enhanced, and premium chat experiences. When premium chat is enabled, the survey is automatically triggered when the user indicates that they are finished chatting, based on the assistant's survey configuration. | Yes (for standard, enhanced, and premium chat) | No | No | No |
   [Table 1. Message options for assistants]

   {#manage-assistant-chat-experience__table_vx4_nhh_zfc}
3. In the Legacy fallbacks or Premium fallbacks sections, activate one or more fallback options.  
   Figure 3. Activate legacy fallback options  
   Figure 4. Activate premium fallback options

   For premium fallbacks, web search fallback is dependent on your web search mode setting in [Enable additional chat features](https://www.servicenow.com/docs/Wwti2j0NxI4vhepsbSs86A "Add chat features to your chat assistant."). If web search mode is turned off, web search fallback is unavailable (grayed out). If web search mode is turned on, web search fallback is available where you can turn it on
   or off.  
   Note:  
   For ServiceNow Otto panel - Platform assistant, web search, record producer, and custom fallback are available options. End this chat and survey are available for the standard chat experience.

   Live agent is not an available option.  
   Examples for when you might want to select more than one fallback option:
   * To transfer a user to a live agent while also creating an incident record.
   * To end a conversation while creating an incident report.
   * To use a custom topic while having the live agent transfer option.
   {#manage-assistant-chat-experience__ul_erz_xjh_zfc}

   For premium chat, you can select a topic for fallback options.
   1. Route the user to an available agent by turning on Live agent. Selecting the Live agent topic field displays a drop-down for topics, and the text input is used for the fallback button in the assistant. The default Live agent topic is Live Agent.The default button label is Request a live chat.

      If your
      instance doesn't have Live Agent configured, the Live Agent fallback option is unavailable. To configure Live agent, select the Configure link and navigate to CI Admin consoleSettingsAgent chat tab. Use the default ServiceNow Otto
      Live Agent topic or select a topic.
   2. Provide the user with web search results by turning on Web search. The web search option is useful when the synthesized response can't generate answers. The Web search check box displays a text input that is used for the name of the fallback button in the assistant. The default button label is Search the web. The default web search provider is Google Gemini.  
      Warning:  
      Certain API features that process data via third-party providers may route traffic to a datacenter outside of your region or location for these API features. See [KB2596322](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2596322) for a list of third-party APIs. Please consider your organization's data policies before using this feature.

      If the instance is self-hosted or regulated, the warning message won't be shown.  
      Note:  
      For the premium chat experience, web search fallback requires web search mode to be turned on. To ensure that web search mode is turned on, see [Enable additional chat features](https://www.servicenow.com/docs/Wwti2j0NxI4vhepsbSs86A "Add chat features to your chat assistant.").
   3. Direct the user to a record producer catalog item to create an incident or a case by turning on Record producer.

      A Record producer catalog item field check box
      displays a drop-down where you can select a catalog item. The default record producer catalog item is Create a generic ticket. The button label default is Create a generic ticket.  
      Note:  
      By default, Create a generic ticket is enabled for record producer premium fallbacks. If you want to customize your own record producer fallback, select an agentic catalog item from the drop-down list.
   4. End the chat between the user and the assistant by turning on End this chat. End this chat is a fallback option for the standard chat experience. For the enhanced chat experience, conversations don't end. The text input is used for the fallback button in the assistant, and the default text input is End this chat. The button label default is End this chat.
   5. Select a topic from the Custom fallback topic field by turning on Custom fallback. There isn't a default topic. The text input is used for the fallback button in the assistant. The default text input is Custom fallback button.

   {#manage-assistant-chat-experience__ol_zgf_tgh_zfc}

   For more information about fallback options, see [Enhanced chat](https://www.servicenow.com/docs/up4TbuTN7b93Wx1r1LCABQ "ServiceNow Otto for Virtual Agent enhanced chat is a conversational support experience within a dynamic window that also includes the ability to have multiple active conversations and superior search capabilities. Turning on enhanced chat's full-page experience further combines chat and search capabilities by redirecting you into a full-page chat after entering a query into a portal's search bar.").
4. Select Save and continue.
{#manage-assistant-chat-experience__steps_o2x_kyn_53c}

## What to do next

See [Review chat assistant settings](https://www.servicenow.com/docs/S8M~MBPelaiGM7mTuDknWA "Review your chat assistant settings.").

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