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.

Before you begin

Role required: admin or virtual_agent_admin

Note:

The branding capability in Slack is available from the August 2022 store release and is compatible with the Tokyo release and above. Users must ensure that they are on the Tokyo family release and have downloaded the August store release for the Conversational Integration with Slack app to use this functionality.

Ensure that you set the com.glide.cs.enable_slack_branding system property to true before configuring the branding settings for your bot.

Procedure

1. Navigate to All > Conversational Interfaces > Settings.
2. On the General Settings page under Channels and integrations, select View All.
3. On the Channels and integrations page, in the Slack tile, select Manage.
4. Select the Manage Bot icon and select Manage Virtual Agent.
5. On the Branding tab, provide the following details:
   • Bot name: Name that appears on the Slack conversation body.
     On the Configure your bot integration in Slack page, change the default bot name to a bot name of your choice and select Save.

     Note:

     • If you ever want to change the bot name back to the default bot name, delete the bot name that you provided and select Save. The bot name will be taken from the available bot name on Slack admin center.
     • If you want your bot name to be different from the header and the left pane, provide a different name.
   • App name: Name that appears in the Slack header and left panel.

     To change the App name on the Slack header and left panel, perform the following steps.

     • Log in to Slack admin center.
     • Navigate to Slack app directory and find your Slack pre-published app.
     • On your Slack app page, select the Configuration tab and navigate to the Bot User section.
     • Select Edit to edit the bot name.
     • In the Edit bot name pop-up, change the bot name to a name of your choice and select Save Changes.
       Note:

       If you want the bot name to be consistent with the bot name in the conversation body, then provide the same bot name.
   • Slack bot icon: Icon that appears in the Slack conversation body.
     • Use default icon: Select the Use default icon radio button and select Save to change the bot icon back to the default bot icon.
     • Use custom icon:

       Select the Use custom icon radio button to change the Slack bot icon and select Save.

       There are two ways to upload an image icon.

       • Select Attach image to browse for an image icon and select Save.
       • Select the Use image URL instead to provide a URL of the image icon and select Save.

   Figure 1. Branded Slack conversation body

   

What to do next

Open your Slack bot interface and start a new conversation. You will notice that the bot name has been updated on the Slack conversation body, header, and in the left pane and the bot icon is updated only in the conversation body.