---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Using catalogs and autopilot in Virtual Agent

# Using catalogs and autopilot in Virtual Agent {#ariaid-title1}

* Release version: Australia
* 
* Updated July 13, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use catalogs to search for and request services and products in Natural Language Understanding (NLU)/Keyword chat widget conversations.
The catalog feature lets you use natural language to search for and request service items in a Virtual Agent conversation that uses Natural Language Understanding (NLU)/Keyword topic discovery. The Virtual Agent recognizes your request and presents you with the best answer. You complete the entire order in the chat, without going to a new page.

For example, if you enter <kbd class="ph userinput">iPad</kbd>, the Virtual Agent shows you the service catalog info for an iPad. You can request the item, ask for more information on the item before deciding, or ask for something else.


If you choose to order the item, you select any available options. When you complete the order, the catalog card closes, and Virtual Agent replaces it with a Requested Item record and a link. Selecting the link takes you to the record.

If you cancel the order instead, you receive a message confirming the cancellation. For example, if you enter <kbd class="ph userinput">iPhone</kbd> and request the item, then cancel the order, the request closes and the Virtual Agent
doesn't create a record.

Note:  
Catalogs for Virtual Agent are separate from ServiceNow Otto and Multi-turn catalog ordering. For more information on how catalog search results work based on AI Search, see [Genius Results](https://www.servicenow.com/docs/access?context=genius-results-ais&version=australia&pubname=australia-platform-administration&ft:locale=en-US). For information on Multi-turn catalog ordering instead, see [Using ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/ab2lxjuSvw4QOKqJAKNx7w "ServiceNow Otto for Virtual Agent enhances the user experience by combining AI Search with generative AI chat skills. These skills can speed up issue resolution and reduce deflection to a live agent.").

## Catalog live agent autopilot experience {#va-catalogs__section_et1_g5d_mcc}

Autopilot is available for live agents in the CSM Workspace. This allows the live agent to assist a customer with a catalog order, and view all information on the customer's transaction.

To use the feature, the live agent enters <kbd class="ph userinput">/autopilot "[topic]"</kbd>, substituting <kbd class="ph userinput">[topic]</kbd> for the catalog item topic name. The catalog item appears in the customer's chat window. They choose
any preferences for the order as usual. The live agent can see the full catalog order in the chat panel, but can't change any details of the order themselves.

Once the customer completes the order, the chat panel displays the Requested Item record as usual. The live agent sees the full transcript of the customer's transaction, including the full catalog card and Requested Item
record.

* **[Set up catalog branding](https://www.servicenow.com/docs/nSTFEM3EYuFEQdMEmWWaaQ)**   
  Customize the appearance of catalogs in Virtual Agent to match your business' branding.