--- sourceDocument: brazil Combined Product Files sourceDocumentLink: https://www.servicenow.com/docs/r/delta-yokohama-brazil Release : - brazil ft:locale : - en-US ft:publication_title : - brazil Combined Product Files ft:clusterId : - delta3by bundleId : - delta3by --- # Combined Now Assist in Virtual Agent release notes for upgrades from Yokohama to Brazil # Combined Now Assist in Virtual Agent release notes for upgrades from Yokohama to Brazil {#ariaid-title1} Release version: Brazil Updated October 8, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 67 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Combined Now Assist in Virtual Agent Release Notes for Upgrades from Yokohama to Brazil This consolidated release notes document provides a comprehensive summary of new features, changes, deprecations, and activation details for Now Assist in Virtual Agent upgrades from Yokohama to Brazil releases. It is designed to help ServiceNow customers prepare for and understand enhancements and configuration updates for Now Assist chat and voice assistants, including the Now Assist panel and ServiceNow Otto branding. Show full answer Show less Key highlights include the introduction of the Assistant Designer centralized administration experience, agentic orchestration as the default conversational model, expanded AI model provider support, enhanced chat experiences, knowledge graph integration, and expanded fallback and search capabilities. ## Key Features * **Assistant Designer:** Centralized UI to create, manage, and analyze LLM-based chat and voice assistants with card and map views, role-based domain access, and support for activating, testing, and editing assistants. * **Chat and Voice Assistants:** Support for creating AI voice assistants with language personalization (English, German, Spanish, Dutch, Thai, Japanese), caller authentication, and AI agents integration. Chat assistants support primary/secondary configurations and enhanced chat with multiple active conversations. * **Agentic Support:** AI agents and workflows power assistants by default, with options to prioritize AI agents over other assets during skills discovery. * **Search and Knowledge Integration:** Assign internal/external search sources (including Microsoft SharePoint, Confluence), Knowledge Graph schema mapping for workspace tags, and support for natural language queries. * **Enhanced Chat and Premium Chat Experiences:** Resizable, movable chat windows with synthesized streaming responses, voice input, multi-conversation support, clarifying questions for ambiguous requests, inline citations, suggested queries, and document upload capabilities. * **Branding and Personalization:** Customize assistant tone, persona, chat header, logos, and enable surveys post-chat or post-agent task completion to gather user feedback. * **Expanded AI Model Providers:** Support for Google Gemini, AWS Claude, Now LLM Service, and Azure OpenAI across Now Assist skills and AI agents. * **System Properties and Configuration:** New properties to control UI elements, conversational features, suggested actions, multiple question handling, and AI agent prioritization. * **Now Assist Panel Updates:** Enhanced panel with dynamic chat window, premium chat opt-in, portable chat widgets for third-party sites, and voice dictation features. * **ServiceNow Otto Branding:** Rebranded conversational AI platform integrated into ServiceNow workflows, supporting agentic multimodal interactions and autonomous orchestration. ## Changes and Improvements * Transition to a 365-day burn-down model for Now Assist usage measurement resetting at contract anniversary. * Removal of the Now Assist skills page as skills are now enabled by default. * Assistant configuration UI improvements, including replacement of Overview with Basic details page, consolidation of search sources and assets management, and new external content connectors link. * Enhanced fallback options: web search, live agent routing, ticket creation, end chat, and custom fallback topics. * Improved web search mode with inline citations and manual entry via input bar. * UI enhancements to chat input bars, choice controls, chat window transitions, and enhanced chat full-page experience alignment. * Expanded document upload support (up to 10 files, 50 MB, multiple formats) for premium chat. * Improved personalization controls and prompt library management for premium chat. * Ability to view org charts in interactive side panel during chat conversations. * Support for multiple questions in a single user message answered consecutively. ## Deprecations and Removals * Removal of snaia.useagentsinplanner system property for AI agent discovery behavior. * Deprecated Agentic support page; agentic mode is now default for all assistants. * Bing search support removed for web search tools in Now Assist Skill Kit. * Removal of Now Assist skills page from the admin guided setup due to skills being enabled by default. * Testing of assistants is no longer included on the Review page; accessible via Assistant Designer. * Legacy messages and fallbacks are prefilled but need manual review and customization when opting into premium chat. ## Activation and Requirements * Activation requires a Virtual Agent license plus at least one Now Assist product license. * Now Assist features are activated via plugins available from the ServiceNow Store. * Agentic AI orchestration became primary starting with Yokohama Patch 8 and Zurich Patch 2. * Premium chat availability depends on instance eligibility with readiness checks performed by ServiceNow. * Recommended browsers include Google Chrome and Microsoft Edge. ## Practical Implications for ServiceNow Customers * Leverage the Assistant Designer for streamlined assistant management and analytics. * Utilize agentic Consolidated page of all release notes for Now Assist in Virtual Agent from Yokohama to Brazil. ## How to use this page To help you prepare for your upgrade, we have combined the cross-family Now Assist in Virtual Agent release notes onto one page. Read this summary of the new features, changes, and updated information for your product from Yokohama to Brazil. Tip: If there were no updates for a release notes section in a certain family release, we included a short note for your reference. For example, if a product did not have any updates in Tokyo, the row says "No updates for this release." ## Important information for upgrading Now Assist in Virtual Agent to Brazil Before you upgrade to Brazil, review these pre- and post-upgrade tasks and complete the tasks as needed. {#dfrn3-nowassistinvirtualagent-summary__entry__2} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## New features Between your current release family and Brazil, new features were introduced for Now Assist in Virtual Agent. {#dfrn3-nowassistinvirtualagent-summary__entry__12} | Release | Release notes | |-|-| | Yokohama | [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US) : Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library, and Analytics.[Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US) * Access the Assistants tab within [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US) by navigating to AllAssistant Designer. The Assistants tab is only available for customers who have the Now Assist license. NLU-only customers don't have access to [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US). [View assistants](https://www.servicenow.com/docs/access?context=view-assistants&family=yokohama&ft:locale=en-US) * View chat and voice assistants within the Assistants tab of [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US). * The card view is the default view for the assistants. * An inactive (gray) or active (green) label is shown for each assistant. * Activate, deactivate, test, edit, or delete an assistant. * A display experience label is shown on each chat assistant card. * A domain label is shown on assistant cards if an assistant is created outside of the global domain. If assistants are only created within the global domain, the label isn't shown. * The ability to view or edit an assistant depends on the domain that the admin has access to. * The name and date are shown for when the assistant was last updated. * Voice assistants show a voice icon and label on the card. Voice assistants can't be tested within Assistant Designer. * The map view shows the assistant hierarchy where you can open, turn on or off, or delete an assistant. * View the side panel for quick access to Pick up where you left off, Recent activity, and Resources. [Create a voice assistant](https://www.servicenow.com/docs/access?context=configure-voice-assistants&family=yokohama&ft:locale=en-US) * Start creating an AI voice assistant by providing a name and description. Tag to a business unit to analyze your voice assistant. * Power your voice assistant with agentic experience by adding AI agents. * Personalize your voice assistant by choosing a language, adding a welcome message, and an AI voice persona. Note: The supported languages are: * English * German * Spanish * Secure the voice interactions by setting up caller authentication methods and safeguards. [Create a chat assistant](https://www.servicenow.com/docs/access?context=create-assistant&family=yokohama&ft:locale=en-US) * Add basic details such as a name and description for your chat assistant, and set your assistant as a primary assistant. The Basic details page within the UI has replaced the Overview page. * Now Assist panel -- Platform (default) assistant can be set as a primary assistant and linked to secondary assistants. Now Assist panel -- Developer assistant doesn't have this option. * The name and description of the Now Assist panel assistants can't be changed. [Use agentic support](https://www.servicenow.com/docs/access?context=use-agentic-support&family=yokohama&ft:locale=en-US) * Let the assistant use AI agent skills and agentic orchestration. Admins can choose between agentic or standard (Q\&A) modes depending on business needs and user experience goals. Turn on or off the Prioritize AI agents during skills discovery feature. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=yokohama&ft:locale=en-US) * Restore search sources back to the default (Now Assist Multi-Turn Catalog Ordering and Now Assist Q\&A). * Now Assist panel - Platform (default) assistant now has the option to copy an existing search configuration. * Dynamic global search configuration has been added to the list of search application configurations. * Create or configure additional search sources by selecting the External Content Connectors link. This replaces a card view. * Manage knowledge articles by selecting the Knowledge Center link. * In edit mode, search sources are found within the Information Sources sub-tab. [Add a Knowledge Graph schema](https://www.servicenow.com/docs/access?context=add-kg-schema-assistant&family=yokohama&ft:locale=en-US) * Adding a Knowledge Graph schema has moved from the Information sources page to its own page. * Add a Knowledge Graph schema is now available for the Now Assist panel - Platform (default) assistant. For the NLQ schema, if Global Graph or Global Graph Mini is selected, you have the option to select tags for specific workspaces that are active on the instance. * Define the mapping relationship between individual workspaces on the instance and predefined Knowledge Graph tags when Global Schema is selected for NLQ. * In edit mode, Knowledge Graph is found within the Information Sources sub-tab. [Add assets](https://www.servicenow.com/docs/access?context=add-assets&family=yokohama&ft:locale=en-US) * By default, all Now Assist skills (Now Assist Q\&A, Now Assist multi-turn catalog ordering, Now Assist topics, subflows and actions, custom skills, and AI agents) are turned on. Therefore, the Now Assist skills page has been removed. * Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users. Assets include topics, subflows and actions, custom skills, and AI agents. For Now Assist panel - Developer assistant, only topics (asset type) is available. * In edit mode, assets are found within the Information Sources sub-tab. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=yokohama&ft:locale=en-US) * Leverage Now Assist capabilities in Google Chat. * Use Prominent action button override to allow a different chat assistant other than the default assistant to be launched on a mobile app. * In edit mode, display experiences are found within the Settings sub-tab. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=yokohama&ft:locale=en-US) * The Add ServiceNow Platform drop-down menu has replaced the Add agent experience drop-down menu. A Now Assist panel assistant can't be added to other display experiences. * In edit mode, display experiences are found within the Settings sub-tab. [Brand an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=yokohama&ft:locale=en-US) * Minor enhancements to the look-and-feel of the standard chat preview pane. * In edit mode, branding is found within the Settings sub-tab. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=yokohama&ft:locale=en-US) * A standard chat preview pane is shown for the default greeting topic (Now Assist -- Greeting) and the default closing topic (Now Assist -- Closing). Selecting custom topics won't show a preview pane. * Fallbacks have a standard chat preview pane and each fallback is shown if toggled on. * For the Now Assist panel - Platform (default) assistant, web search, record producer, and custom fallback are available options. End this chat and survey are available for the standard chat experience. * In edit mode, chat experience is found within the Settings sub-tab. [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=yokohama&ft:locale=en-US) * Web search, response streaming, document uploads, and closed chat were moved from the Manage chat experience page to its own page. By default all chat features except web search are turned on. * Response streaming can be turned on at the assistant level regardless of whether Dynamic Translation is turned on or off. However, response streaming doesn't work when Dynamic Translation is being used. * In addition to web search, response streaming, document uploads, and closed chat, Now Assist panel Platform assistant has voice input. Voice input allows users to use a microphone to enter the input. * In edit mode, additional chat features are found within the Settings sub-tab. [Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=yokohama&ft:locale=en-US) * New sections that have been added include: Agentic support, Knowledge Graphs, Assets, and Chat features. * Testing an assistant has been removed from the Review page. [Test a chat assistant](https://www.servicenow.com/docs/access?context=test-assistant&family=yokohama&ft:locale=en-US) * Test a chat assistant from Assistant DesignerAssistants tab or from within each page while in edit mode. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=yokohama&ft:locale=en-US) * Edit a chat assistant from Assistant DesignerAssistants tab. You will be directed through an edit flow with a slightly different UI from the create flow. [Analyzing assistants](https://www.servicenow.com/docs/access?context=ai-engagement-analytics&family=yokohama&ft:locale=en-US) * Monitor, evaluate, and optimize the performance of your AI-powered assistants within the Analytics tab of [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US). [Copy received messages](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : Use the copy message icon in the feedback panel to copy received Virtual Agent responses. [New system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=yokohama&ft:locale=en-US) : * Set the com.glide.cs.nass.synthesized_response.disabled_popover.hide to true to hide the popover for disabled catalog items for Now Assist in Virtual Agent and Now Assist panel's enhanced chat. * Set the sn_ais_assist.enable_pi_in_nba property to true to allow conversational history-based suggested actions and fill multiple suggested action slot options. * View the sn_nowassist_va.enable_nass_show_all_options property to decide whether to allow the View all options link in an enhanced chat conversation's greeting topic. * The com.glide.interactive_view.enabled property opens an interactive side panel view next to the chat window. The default value is true to activate AI Engagement Experience on your instance. [View org chart in the interactive view](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : Select View org chart from the people citation's popover in Now Assist panel's enhanced chat or Now Assist in Virtual Agent enhanced chat/enhanced chat's full-page experience. The person's organizational chart appears to the right of the chat conversation in an area known as the interactive view. You can switch between multiple organizational charts via a drop-down in the interactive view if you open multiple people citations' org charts in the same conversation. [Select continue or move to next task button](https://www.servicenow.com/docs/access?context=nava-standard-chat&family=yokohama&ft:locale=en-US) : The Continue to next task button appears in the new Ready to move on to your next task card whenever multiple questions are found in a single standard chat user's message. The Move on to the next task citation appears at the end of an enhanced chat's synthesized response whenever multiple questions or requests are found along with an action in the user's single message. Whenever either Continue to next task (standard chat) or Move on to the next task (enhanced chat) is selected, the second question or request is reviewed and a synthesized response is sent back regarding the user's second question or request. [Multiple questions in a single user message are answered consecutively](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : Virtual Agent can answer multiple questions that were submitted in a single message query. Now Assist panel or Now Assist in Virtual Agent answers the multiple questions consecutively in a response. [Now Assist in Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=yokohama&ft:locale=en-US) : Use sn_aia.use_agents_in_planner to configure AI agent discovery behavior. The default value is true, preferring AI agents over assets including catalogs, topics, Q\&A knowledge base articles, workflows, and sub-workflows. When set to false, there's no preference for AI agents. AI agents and assets are treated the same. [Configure additional user interface and experience options for enhanced chat](https://www.servicenow.com/docs/access?context=ac-configure-chat-branding&family=yokohama&ft:locale=en-US) : Customize and configure the Search Toggle Button Label for enhanced chat's full-page experience. Additionally, you can configure the Enable Unread Conversation Count Display and Left Panel Header Label for enhanced chat and enhanced chat's full-page experience. [New third-party AI model provider options available for all Now Assist applications](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=yokohama&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [View agentic conversations processing steps](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : View agentic conversational processing steps and stop the flow, if needed. [View extended entities and records](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : View extended entities and records in standard and enhanced chat conversations that come from the additional custom tables associated with the Knowledge Graph natural language query (NLQ) schema such as: * Assets * Incidents * Recently viewed knowledge base articles * Requests * Tasks [View suggested queries in the portal's search bar and chat window](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : View the most frequently asked queries in the portal's search bar and enhanced chat's Virtual Agent. Any search query entered into the portal's search bar or Virtual Agent is incorporated into the greeting topic for future conversations as a suggested query. Suggested queries are only included in the Virtual Agent greeting topic whenever no promoted assets are designated. [Work with suggested queries](https://www.servicenow.com/docs/access?context=nava-sys-props&family=yokohama&ft:locale=en-US) : Two system properties were added to enable the suggested queries feature: sn_nowassist_va.enable_suggested_queries and sn_nowassist_va.max_suggested_queries. [Configure AI search answers OneExtend capability for web search](https://www.servicenow.com/docs/access?context=configure-ai-search-answers-capability-for-web-search&family=yokohama&ft:locale=en-US) : Configure the AI Search answers capability via sys_one_extend_capability.list to establish the web search AI provider and work with API keys, if needed. [Expanding AI provider support for web search](https://www.servicenow.com/docs/access?context=configure-ai-search-answers-capability-for-web-search&family=yokohama&ft:locale=en-US) : OpenAI, Perplexity, and Google Gemini support web search. [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US) : Enhancements to Now Assist in Virtual Agent assistants and Now Assist panel Platform and Developer assistants. Options vary for Now Assist panel assistants. [Create a chat assistant](https://www.servicenow.com/docs/access?context=create-assistant&family=yokohama&ft:locale=en-US) * Configure assistants by domain. [\[Placeholder link text to key bundle-convint.assign-na-skills-assistant\]](https://www.servicenow.com/docs/access?context=assign-na-skills-assistant&family=yokohama&ft:locale=en-US) * Now Assist in Virtual Agent assistants: By default, all global skill types are turned on in Now Assist Admin console. * Now Assist panel Platform assistant: By default, all global skill types, except for Catalog skill, are turned on in Now Assist Admin console. * Now Assist panel Developer assistant: By default, Now Assist Topic skill is turned on in Now Assist Admin console. No other skills are available for the Now Assist panel Developer assistant. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=yokohama&ft:locale=en-US) * Now Assist in Virtual Agent: For mobile search widgets, allow the search bar to open into a full-page experience. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=yokohama&ft:locale=en-US) * Now Assist panel Platform assistant: Enable enhanced chat for a conversational experience that includes a dynamic, movable, and resizable chat window, plus access to multiple active conversations. * Now Assist panel Developer assistant: Not applicable. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=yokohama&ft:locale=en-US) * Now Assist in Virtual Agent: * Add internal and external search sources, such as catalog items and Microsoft Sharepoint, from a drop-down list. * Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural language query schema to allow users to perform a data query during a conversation. * Now Assist panel Platform assistant: * Add internal and external search sources, such as catalog items and Microsoft Sharepoint, from a drop-down list. * Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural language query schema to allow users to perform a data query during a conversation. * Now Assist panel Developer assistant: Not applicable. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=yokohama&ft:locale=en-US) * Now Assist in Virtual Agent: * Select a custom greeting topic, closing topic, error topic, and survey for your assistant. * Select one or more fallback options: live agent, web search, record producer, end this chat, and custom fallback. * Enable web search fallback option and web search mode to allow users to search the web from within a chat window. * Now Assist panel Platform assistant: * Select a custom greeting topic or error topic for your assistant. * Fallback options don't apply to Now Assist panel Platform assistant. * Enable web search mode to allow users to search the web from within a chat window. * Now Assist panel Developer assistant: Not applicable. [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=yokohama&ft:locale=en-US) : Use the enhanced Now Assist panel for a more intuitive and personalized experience. The updated Now Assist panel is re-sizable and can be moved anywhere on the ServiceNow AI platform. [Now Assist in Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=yokohama&ft:locale=en-US) : Enable pinning a chat window on a portal by using the sn_nowassist_va.enhanced_chat_pin_enabled.\ system property. [Use enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : Enhanced chat is a conversational support experience within a resizable and moveable window that also includes the ability to have multiple active conversations and superior search capabilities. Using enhanced chat's full-page experience further intertwines chat and search capabilities by redirecting users into a full-page chat after entering a query into a portal's search bar. [View inline citations](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : View the expanded list of inline citations for standard and enhanced chat: * Catalog * Topic, subflows, or actions * Q\&A Knowledge Base articles * External content connections Note: External content connections now include the following connection types: * Microsoft SharePoint * Confluence * Atlassian Jira Cloud * Google Drive * Microsoft Teams * Predefined web sources * ServiceNow® documentation * Slack * People Note: If Knowledge Graph is turned on, you can view information about a person. The people information in the Virtual Agent response typically includes their title, department, location, and email address. The people popover shows additional information. [Use suggested actions](https://www.servicenow.com/docs/access?context=suggested-actions&family=yokohama&ft:locale=en-US) : View suggested actions that were related to your prior conversation and that you consider doing next. After completing a conversational catalog request, conversational subflow, or Virtual Agent topic, two suggested actions appear after a Here's what you can do next header. [Stream enhanced chat responses](https://www.servicenow.com/docs/access?context=streaming-responses-requestor&family=yokohama&ft:locale=en-US) : Stream LLM response messages as they're generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time. [Use language detection to automatically switch the conversational language for enhanced chat conversations](https://www.servicenow.com/docs/access?context=dynamic-lang-detection-translation-enhanced-chat&family=yokohama&ft:locale=en-US) : Automatically switch the conversational language to the user's detected language during LLM enhanced chat conversations when language detection is turned on. This automatic switch can occur when a user enters an utterance at the start of a new conversation or within the portal home page's search field. [Recognize the Boolean user input control during dynamic translation](https://www.servicenow.com/docs/access?context=multi-language-options-va&family=yokohama&ft:locale=en-US) : Recognize the Boolean user input control in chat conversations during dynamic translation. [Adjust Shorten responses toggle to impact Show more option in chat](https://www.servicenow.com/docs/access?context=va-text-response&family=yokohama&ft:locale=en-US) : For bot text responses, adjust the Shorten responses toggle in Virtual Agent Designer to turn off the Show more option on the user side. When Shorten responses is turned off, the Show more option does not appear in the chat to the user and the full answer is displayed rather than a truncated response. [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US) : In addition to configuring Now Assist in Virtual Agent assistants, admins can configure the default Now Assist panel assistants. Options may vary for Now Assist panel assistants. [Create a chat assistant](https://www.servicenow.com/docs/access?context=create-assistant&family=yokohama&ft:locale=en-US) * If multiple assistants are created, users can chat simultaneously with multiple assistants. Conversations are independent from each other. * Turn on or off Now Assist panel (agent or creator) assistant. Contact support to configure Now Assist panel assistants. [\[Placeholder link text to key bundle-convint.assign-na-skills-assistant\]](https://www.servicenow.com/docs/access?context=assign-na-skills-assistant&family=yokohama&ft:locale=en-US) * Now Assist Topic skill must be turned on at the assistant level for document uploads to be activated when managing the chat experience. For more information, see [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=yokohama&ft:locale=en-US). * Create and manage agentic workflows in Now Assist AI Agents Studio and assign the workflows to the assistant. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=yokohama&ft:locale=en-US) * Display Now Assist in Virtual Agent enhanced chat, with or without the full-page experience, on your portal or mobile app. This dynamic window includes the ability to have multiple active conversations and search capabilities. To use enhanced chat, portals and mobile apps require AI Search to be enabled. For more information on the prerequisites, see [Portal prerequisites for enhanced chat](https://www.servicenow.com/docs/access?context=prerequisites-enhanced-chat&family=yokohama&ft:locale=en-US) and [Mobile app prerequisites for enhanced chat](https://www.servicenow.com/docs/access?context=mobile-prereqs-enhanced-chat&family=yokohama&ft:locale=en-US). [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=yokohama&ft:locale=en-US) * Upload documents to Now Assist in Virtual Agent standard chat or enhanced chat experience. The Now Assist topics skill must be enabled in Now Assist skills. For more information on file formats, see [Upload documents](https://www.servicenow.com/docs/access?context=upload-documents-na-va&family=yokohama&ft:locale=en-US). [Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=yokohama&ft:locale=en-US) * Document uploads appear as active if it's turned on when managing the chat experience. [Upload documents](https://www.servicenow.com/docs/access?context=upload-documents-na-va&family=yokohama&ft:locale=en-US) : Upload or drag and drop files to Now Assist in Virtual Agent (standard chat or enhanced chat). The assistant analyzes and understands the content of the files, and a user can ask questions about the content of the files or get a summary. [Now Assist in Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=yokohama&ft:locale=en-US) : Enable suggested actions in Now Assist in Virtual Agent so that users are offered options for what they can do after completing a prior action. Suggested actions is applicable to standard and enhanced chat, mobile, and Microsoft Teams. [Web Search custom skill](https://www.servicenow.com/docs/access?context=web-search-custom-skill&family=yokohama&ft:locale=en-US) : Use the Web Search custom skill to query the internet for information using a third-party AI. The skill triggers when the LLM and AI Search cannot provide an answer. Both values are shown in the System Properties \[sys_properties\] table item sn_nowassist_va.websearch_fallback_enabled. Set a chosen definition (such as Perplexity) to true in the AI Search answers OneExtend capability along with its matching API in the Credentials list. You can set one definition and credential to true at any one time. [Stream chat responses](https://www.servicenow.com/docs/access?context=streaming-responses-requestor&family=yokohama&ft:locale=en-US) : Stream LLM response messages as they're generated instead of the response text appearing all at once to end users. Responses stream in either one letter or one word at a time. [Benefit from Knowledge Graph integration](https://www.servicenow.com/docs/access?context=exploring-knowledge-graph&family=yokohama&ft:locale=en-US) : Receive fewer Virtual Agent slot-fill questions during conversations whenever Knowledge Graph is activated. [Receive personalized synthesized response answers with Knowledge Graph integration](https://www.servicenow.com/docs/access?context=access-knowledge-graph-designer&family=yokohama&ft:locale=en-US) : Discover more personalized conversational catalog, topic, subflows, or action responses and receive more personalized answers for Q\&A Knowledge Base synthesized responses. Personalized responses may appear depending on whether the questions or requests sent to Virtual Agent trigger the Knowledge Graph user profile schema. These personalized responses are slot-filled based on the following table and column attributes: * sys_user table's columns: * Name * First name * Last name * Username * Employee number * Email * Business phone * Mobile phone * Title * Preferred language * Time format * Date format * Time zone * Zip code * City * State * cmn_location table's columns: * City * State * Country * cmn_department table's column: * Name * Headcount * core_company table's column: * Name * manager table's columns: * Name * First name * Last name * Username * Employee number * Email * Business phone * Mobile phone * Title * Preferred language * Time format * Date format * Time zone * Zip code * City * State * reportees table's columns: * Name * First name * Last name * Username * Employee number * Email * Business phone * Mobile phone * Title * Preferred language * Time format * Date format * Time zone * Zip code * City * State * assets table's columns: * Display name * Purchase date * Retired date [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US)' : Now Assist skills: * An alert appears, at the assistant level, if a global level skill is turned off. * By default, all global level skills are turned on in the Now Assist Admin console, except for subflows and actions. * Custom skill is a new skill that has been added to the list of Now Assist skills. Display experience: * Select the chat launcher function to open an assistant. * Select a custom mobile app, integrated with the mobile SDK, to open an assistant. * Custom apps section appears if the mobile SDK plugin is installed. Information sources: * Add an external search source to your assistant's search profile. * Create custom skills in the Now Assist Skill Kit and assign the skills to the assistant. * Associate Knowledge Graph with an assistant if Knowledge Graph is enabled. Chat experience: * Promoted topics has been renamed to promoted assets. * Tags appear in promoted assets indicating whether it's a topic, subflow, or action. * Streaming responses can be activated if Dynamic Translation is deactivated. * Activate or deactivate pre-chat surveys as an admin with the sys_properties.list item com.glide.cs.nass.prechat.enabled. Review: * Shows whether stream responses is turned on or off. [Using Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : Search through external content connections such as Microsoft SharePoint or Confluence if external search sources are added to information sources when [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US).Select an inline citation to show a popover containing a link to an article or source, or a description and action to start a request.Citations with an action are shown after a second clarifying question from Virtual Agent.Change the order of the fallback and revisit options in the View more options results list that appears in the synthesized response. Use the sn_nowassist_va.synth_response_revisit_position system property with either the BEFORE_FALLBACK or AFTER_FALLBACK values.Show or hide the Need more help button in the synthesized response by using the show_view_more_for_synthesized system property.Turn on or off regular results in Virtual Agent from the following Now Assist Search Results Output Types table using the parameter now_assist_va_search_results_output_type.list parameter.Use prechat and postchat surveys with GPT4o and LLAMA. Users can select data pills or enter strings for responses.Use new prebuilt topics for prechat and postchat surveys in LLM conversations. | | Zurich | [View Live Agent status updates](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Routing messages and section headers indicate when the live agent has entered and left the chat in premium chat conversations. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) : Enable estimated wait time for the next live agent. When enabled, users see the estimated wait time for the live agent in the chat menu item. [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US) : Premium chat now supports uploading documents directly into a conversation. [Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=zurich&ft:locale=en-US) : The MCP servers section shows which users can access Model Context Protocol (MCP)-provided capabilities through the assistant. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : Personalization is now shown by default. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=zurich&ft:locale=en-US) : Premium chat prefills messages with legacy messages that were previously configured in your standard or enhanced chat experiences.By default, portals and mobile apps that have enhanced chat with a dynamic, movable, and resizable window use the assistant search profile for both portal/mobile search and the assistant search. Admins can now turn off this behavior and continue to use the portal/mobile search profile independently.The Include AI Responses column shows whether the search source is included in the synthesized response. Within Assistant Designer, the setting is read-only. However, it can be modified in AI Search Admin console. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=zurich&ft:locale=en-US) : Mobile custom apps support configuration of enhanced chat and premium chat display options, with availability dependent on the widget's current configuration. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) : 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. In this release, closing topics, closing messages, and survey topic are now prefilled.Closing topic, closing message, and survey topic are available for standard, enhanced, and premium chat for Now Assist in Virtual Agent. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=zurich&ft:locale=en-US) : When editing an assistant with premium chat, create, edit, or delete prompts from the prompt library. Prompts help users ask better questions and get more accurate answers. Use the prompt library to manage prompts that users see in premium chat. Create your own prompts or use the default prompts. [Prompt library](https://www.servicenow.com/docs/access?context=now-assist-prompt-library&family=zurich&ft:locale=en-US) : Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations. [View uploaded documents in interactive view](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : When in premium chat conversations, you can upload a document and view it in the interactive view. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=zurich&ft:locale=en-US) : For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They'll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel -- Platform assistant. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=zurich&ft:locale=en-US) : * If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing. * An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance. * When editing the display experience of an existing portal or mobile widget, the chat experience options depend on the existing configuration. * For channels, select channels from the Add channels drop-down list that integrate with the assistant. * For Microsoft Teams, edit the channel to toggle between standard and premium chat. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US) : An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) : Customize an assistant's tone, response length, and persona in the Personalization section when branding your assistant. By default, personalization is hidden.To enable personalization, set the appropriate values in the sn_nowassist_va.assistant_personalization system property. For more information, see [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US). [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US) : For Now Assist in Virtual Agent assistants, voice input is available for premium chat.For Now Assist panel -- Platform assistant, voice input is available for standard, enhanced, and premium chat. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) : For premium chat, you can select a topic for fallback options.For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=zurich&ft:locale=en-US) : View All assets to see the assets that are assigned to an assistant.There is no limit to the number of assets that can be promoted.If an active asset is promoted, and later is set to inactive, the asset is not shown in the Discoverable, Visible, and Promoted lists. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : Use the sn_nowassist_va.assistant_personalization system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length, and persona. [Post-chat survey in premium chat](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [View assistants](https://www.servicenow.com/docs/access?context=view-assistants&family=zurich&ft:locale=en-US) : If you have the com.snc.ex_ai_portal (Employee Slate) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can't be deleted. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=zurich&ft:locale=en-US) : The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) : For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.A Channels section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) : Depending on your configuration, different greeting, closing, and fallback 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. [Test a chat assistant](https://www.servicenow.com/docs/access?context=test-assistant&family=zurich&ft:locale=en-US) : Test your chat assistant (standard, enhanced, or premium chat) to simulate an end-to-end conversation before moving your experience into a production environment. [Now Assist in Virtual Agent on mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-va&family=zurich&ft:locale=en-US) : Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity. [Clarifying questions for unclear requests](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Get precise, relevant answers from Now Assist in Virtual Agent premium chat even when your request is unclear, as the assistant asks you a targeted clarifying question before responding instead of returning an overwhelming list of results. When the assistant is confident that it understands your request, it responds immediately without interrupting the conversation. [Upload documents](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Upload documents directly into a Now Assist in Virtual Agent conversation during topic, skill, catalog, or agent execution, and let the assistant extract information from them to automatically fill in required fields, answer questions, and keep the conversation moving. Uploaded document context is retained for the duration of the session and cleared when the session ends to protect your data. [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=zurich&ft:locale=en-US) : For new and upgrading customers, Now Assist panel - Platform assistant comes with the option to opt into premium chat if your instance meets certain criteria. For more information, see [Premium chat](https://www.servicenow.com/docs/access?context=now-assist-panel-premium&family=zurich&ft:locale=en-US) and [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US). [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US) : If you're a new or upgrading customer and you have opted into the premium chat experience, legacy messages (formerly chat messages) and legacy fallbacks (formerly chat fallbacks) settings aren't automatically migrated. You must review, configure, and customize them in premium messages and premium fallbacks. Note: ServiceNow performs a set of readiness checks to confirm that your instance is eligible for premium chat. If your instance doesn't meet the requirements, you can continue using your existing standard or enhanced chat experience. After an upgrade, there may be a delay before premium chat is available to choose from. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) : Brand your Now Assist panel -- Platform assistant's chat header and chat logo, if you have premium chat set up. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) : Now Assist panel -- Platform assistant has premium messages and premium fallback capabilities. Note: For premium fallbacks, web search fallback is dependent on your web search mode setting in [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US). If web search mode is turned off, web search fallback is unavailable. If web search mode is turned on, web search fallback is available where you can turn it on or off.Feedback surveys are supported in both standard chat and enhanced chat experiences. When enhanced chat is enabled, the survey is automatically triggered when the user indicates that they are finished chatting, based on the assistant's survey configuration. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=zurich&ft:locale=en-US) : Edit an assistant to turn response feedback on or off. For more information, see [Manage response feedback](https://www.servicenow.com/docs/access?context=manage-sentiment-survey&family=zurich&ft:locale=en-US). [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : Turn premium chat on or off for the Now Assist panel -- Platform assistant using the sn_nowassist_va.enable_nap_aix_experience system property. The default value is set to false. When the system property is set to false, you can switch back to your previous state (standard chat or enhanced chat) from the Assistant Designer chat experience modal. When the system property is set to true, you won't have the option to make edits to the chat experience. Premium chat is only available if your instance meets all requirements. [Start NAVA conversations from anywhere](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Start a Now Assist in Virtual Agent premium chat from any page in the Employee Hub with a single click, without interrupting existing workflows. You can upload files, toggle web search on or off, and receive a personalized greeting with promoted topics when opening a new conversation. [Response feedback](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Provide more detailed feedback on Now Assist in Virtual Agent responses by selecting thumbs up or thumbs down, then choosing from configurable check box options or adding your own comments to explain exactly what was helpful or what fell short. Your feedback is captured and made available through analytics dashboards, helping admins continuously improve the quality of the responses that you receive. [Use natural-language questions](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Enable users to ask natural-language questions and receive concise, synthesized answers while maintaining transparency, trust, and efficient task completion. [New building block framework](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Provide a consistent, reusable building block framework for Now Assist in Virtual Agent premium chat. [New Include Web results button](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : Enable a web search experience that includes a Include Web results button in the input box that includes internal and external web results. [Test voice agents](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Test voice agents directly in Assistant Designer with live transcription, tool execution tracking, and conversation logs. [Dutch and Thai language support](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Dutch and Thai language support for voice assistants enables users to experience natural pronunciation and culturally appropriate interactions with AI voice agents. [Post-chat survey in enhanced chat](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Collect user feedback in enhanced chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable. [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US) : Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library, and Analytics.[Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=zurich&ft:locale=en-US) * Access the Assistants tab within [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US) by navigating to AllAssistant Designer. The Assistants tab is only available for customers who have the Now Assist license. NLU-only customers don't have access to [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US). [View assistants](https://www.servicenow.com/docs/access?context=view-assistants&family=zurich&ft:locale=en-US) * View chat and voice assistants within the Assistants tab of [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US). * The card view is the default view for the assistants. * An inactive (gray) or active (green) label is shown for each assistant. * Activate, deactivate, test, edit, or delete an assistant. * A display experience label is shown on each chat assistant card. * A domain label is shown on assistant cards if an assistant is created outside of the global domain. If assistants are only created within the global domain, the label isn't shown. * The ability to view or edit an assistant depends on the domain that the admin has access to. * The name and date are shown for when the assistant was last updated. * Voice assistants show a voice icon and label on the card. Voice assistants can't be tested within Assistant Designer. * The map view shows the assistant hierarchy where you can open, turn on or off, or delete an assistant. * View the side panel for quick access to Pick up where you left off, Recent activity, and Resources. [Create a voice assistant](https://www.servicenow.com/docs/access?context=configure-voice-assistants&family=zurich&ft:locale=en-US) * Start creating an AI voice assistant by providing a name and description. Tag to a business unit to analyze your voice assistant. * Power your voice assistant with agentic experience by adding AI agents. * Personalize your voice assistant by choosing a language, adding a welcome message, and an AI voice persona. Note: The supported languages are: * English * German * Spanish * Secure the voice interactions by setting up caller authentication methods and safeguards. [Create a chat assistant](https://www.servicenow.com/docs/access?context=create-assistant&family=zurich&ft:locale=en-US) * Add basic details such as a name and description for your chat assistant, and set your assistant as a primary assistant. The Basic details page within the UI has replaced the Overview page. * Now Assist panel -- Platform (default) assistant can be set as a primary assistant and linked to secondary assistants. Now Assist panel -- Developer assistant doesn't have this option. * The name and description of the Now Assist panel assistants can't be changed. [Use agentic support](https://www.servicenow.com/docs/access?context=use-agentic-support&family=zurich&ft:locale=en-US) * Let the assistant use AI agent skills and agentic orchestration. Admins can choose between agentic or standard (Q\&A) modes depending on business needs and user experience goals. Turn on or off the Prioritize AI agents during skills discovery feature. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=zurich&ft:locale=en-US) * Restore search sources back to the default (Now Assist Multi-Turn Catalog Ordering and Now Assist Q\&A). * Now Assist panel - Platform (default) assistant now has the option to copy an existing search configuration. * Dynamic global search configuration has been added to the list of search application configurations. * Create or configure additional search sources by selecting the External Content Connectors link. This replaces a card view. * Manage knowledge articles by selecting the Knowledge Center link. * In edit mode, search sources are found within the Information Sources sub-tab. [Add a Knowledge Graph schema](https://www.servicenow.com/docs/access?context=add-kg-schema-assistant&family=zurich&ft:locale=en-US) * Adding a Knowledge Graph schema has moved from the Information sources page to its own page. * Add a Knowledge Graph schema is now available for the Now Assist panel - Platform (default) assistant. For the NLQ schema, if Global Graph or Global Graph Mini is selected, you have the option to select tags for specific workspaces that are active on the instance. * Define the mapping relationship between individual workspaces on the instance and predefined Knowledge Graph tags when Global Schema is selected for NLQ. * In edit mode, Knowledge Graph is found within the Information Sources sub-tab. [Add assets](https://www.servicenow.com/docs/access?context=add-assets&family=zurich&ft:locale=en-US) * By default, all Now Assist skills (Now Assist Q\&A, Now Assist multi-turn catalog ordering, Now Assist topics, subflows and actions, custom skills, and AI agents) are turned on. Therefore, the Now Assist skills page has been removed. * Map an asset to an assistant. Assets are the building blocks of each assistant, providing them with instructions and functionality for helping users. Assets include topics, subflows and actions, custom skills, and AI agents. For Now Assist panel - Developer assistant, only topics (asset type) is available. * In edit mode, assets are found within the Information Sources sub-tab. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=zurich&ft:locale=en-US) * Leverage Now Assist capabilities in Google Chat. * Use Prominent action button override to allow a different chat assistant other than the default assistant to be launched on a mobile app. * In edit mode, display experiences are found within the Settings sub-tab. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US) * The Add ServiceNow Platform drop-down menu has replaced the Add agent experience drop-down menu. A Now Assist panel assistant can't be added to other display experiences. * In edit mode, display experiences are found within the Settings sub-tab. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) * Minor enhancements to the look-and-feel of the standard chat preview pane. * In edit mode, branding is found within the Settings sub-tab. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) * A standard chat preview pane is shown for the default greeting topic (Now Assist -- Greeting) and the default closing topic (Now Assist -- Closing). Selecting custom topics won't show a preview pane. * Fallbacks have a standard chat preview pane and each fallback is shown if toggled on. * For the Now Assist panel - Platform (default) assistant, web search, record producer, and custom fallback are available options. End this chat and survey are available for the standard chat experience. * In edit mode, the chat experience is found within the Settings sub-tab. [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US) * Web search, response streaming, document uploads, and closed chat were moved from the Manage chat experience page to its own page. By default all chat features except web search are turned on. * Response streaming can be turned on at the assistant level regardless of whether Dynamic Translation is turned on or off. However, response streaming doesn't work when Dynamic Translation is being used. * In addition to web search, response streaming, document uploads, and closed chat, the Now Assist panel Platform assistant has voice input. Voice input enables users to use a microphone to enter the input. * In edit mode, additional chat features are found within the Settings sub-tab. [Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=zurich&ft:locale=en-US) * New sections that have been added include: Agentic support, Knowledge Graphs, Assets, and Chat features. * Testing an assistant has been removed from the Review page. [Test a chat assistant](https://www.servicenow.com/docs/access?context=test-assistant&family=zurich&ft:locale=en-US) * Test a chat assistant from the Assistant DesignerAssistants tab or from within each page while in edit mode. [Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=zurich&ft:locale=en-US) * Edit a chat assistant from Assistant DesignerAssistants tab. You will be directed through an edit flow with a slightly different UI from the create flow. [Analyzing assistants](https://www.servicenow.com/docs/access?context=ai-engagement-analytics&family=zurich&ft:locale=en-US) * Monitor, evaluate, and optimize the performance of your AI-powered assistants within the Analytics tab of [Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US). [Copy received messages](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Use the copy message icon in the feedback panel to copy received Virtual Agent responses. [New system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : * Set the com.glide.cs.nass.synthesized_response.disabled_popover.hide property to true to hide the popover for disabled catalog items for Now Assist in Virtual Agent and the Now Assist panel's enhanced chat. * Set the sn_ais_assist.enable_pi_in_nba property to true to enable conversational history-based suggested actions and fill multiple suggested action slot options. * View the sn_nowassist_va.enable_nass_show_all_options property to decide whether to allow the View all options link in an enhanced chat conversation's greeting topic. * The com.glide.interactive_view.enabled property opens an interactive side panel view next to the chat window. The default value is true to activate AI Engagement Experience on your instance. [View org chart in the interactive view](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Select View org chart from the people citation's popover in the Now Assist panel's enhanced chat or Now Assist in Virtual Agent enhanced chat/enhanced chat's full-page experience. The person's organizational chart appears next to the chat conversation in an area known as the interactive view. You can switch between multiple organizational charts via a drop-down in the interactive view if you open multiple people citations' org charts in the same conversation. [Select continue or move to next task button](https://www.servicenow.com/docs/access?context=nava-standard-chat&family=zurich&ft:locale=en-US) : The Continue to next task button appears in the new Ready to move on to your next task card whenever multiple questions are found in a single standard chat user's message. The Move on to the next task citation appears at the end of an enhanced chat's synthesized response whenever multiple questions or requests are found along with an action in the user's single message. Whenever either Continue to next task (standard chat) or Move on to the next task (enhanced chat) is selected, the second question or request is reviewed and a synthesized response is sent back regarding the user's second question or request. [Multiple questions in a single user message are answered consecutively](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Virtual Agent can answer multiple questions that were submitted in a single message query. Now Assist panel or Now Assist in Virtual Agent answers the multiple questions consecutively in a response. [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : Use sn_aia.use_agents_in_planner to configure AI agent discovery behavior. The default value is true, preferring AI agents over assets including catalogs, topics, Q\&A knowledge base articles, workflows, and sub-workflows. When set to false, there's no preference for AI agents. AI agents and assets are treated the same. [New defaults for Now LLM Service](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Now Assist in Virtual Agent and Now Assist panel will use an upgraded Now LLM Service as the default. For more information, see the [Now LLM Service Upgrade FAQ: Everything You Need to Know About the v2.0 Model Transition \[KB2556891\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2556891) article in the Now Support Knowledge Base. [Configure additional user interface and experience options for enhanced chat](https://www.servicenow.com/docs/access?context=ac-configure-chat-branding&family=zurich&ft:locale=en-US) : Customize and configure the Search Toggle Button Label for enhanced chat's full-page experience. Additionally, you can configure the Enable Unread Conversation Count Display and Left Panel Header Label for enhanced chat and enhanced chat's full-page experience. [New third-party AI model provider options available for Now Assist](https://www.servicenow.com/docs/access?context=exploring-large-language-models&family=zurich&ft:locale=en-US) : Google Gemini and AWS Claude are available for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. [View agentic conversations processing steps](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : View agentic conversational processing steps and stop the flow, if needed. [View extended entities and records](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=zurich&ft:locale=en-US) : View extended entities and records in standard and enhanced chat conversations that come from the additional custom tables associated with the Knowledge Graph Natural Language Query (NLQ) schema such as: * Assets * Incidents * Recently viewed knowledge base articles * Requests * Tasks [View suggested queries in the portal's search bar and chat window](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : View the most frequently asked queries in the portal's search bar and enhanced chat's Virtual Agent. Any search query entered into the portal's search bar or Virtual Agent is incorporated into the greeting topic for future conversations as a suggested query. Suggested queries are only included in the Virtual Agent greeting topic whenever no promoted assets are designated. [Work with suggested queries](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : Two system properties were added to enable the suggested queries feature: sn_nowassist_va.enable_suggested_queries and sn_nowassist_va.max_suggested_queries. [Configure AI search answers OneExtend capability for web search](https://www.servicenow.com/docs/access?context=configure-ai-search-answers-capability-for-web-search&family=zurich&ft:locale=en-US) : Configure the AI Search answers capability via sys_one_extend_capability.list to establish the web search AI provider and work with API keys, if needed. [Expanding AI provider support for web search](https://www.servicenow.com/docs/access?context=configure-ai-search-answers-capability-for-web-search&family=zurich&ft:locale=en-US) : OpenAI, Perplexity, and Google Gemini support web search. [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=zurich&ft:locale=en-US) : Enhancements to Now Assist in Virtual Agent assistants and Now Assist panel Platform and Developer assistants. Options vary for Now Assist panel assistants. [Create a chat assistant](https://www.servicenow.com/docs/access?context=create-assistant&family=zurich&ft:locale=en-US) * Configure assistants by domain. * Now Assist in Virtual Agent assistants: By default, all global skill types are turned on in Now Assist Admin console. * Now Assist panel Platform assistant: By default, all global skill types, except for Catalog skill, are turned on in Now Assist Admin console. * Now Assist panel Developer assistant: By default, Now Assist Topic skill is turned on in Now Assist Admin console. No other skills are available for the Now Assist panel Developer assistant. [Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=zurich&ft:locale=en-US) * Now Assist in Virtual Agent: For mobile search widgets, enable the search bar to open into a full-page experience. [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US) * Now Assist panel Platform assistant: Enable enhanced chat for a conversational experience that includes a dynamic, movable, and resizable chat window, plus access to multiple active conversations. * Now Assist panel Developer assistant: Not applicable. [Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=zurich&ft:locale=en-US) * Now Assist in Virtual Agent: * Add internal and external search sources, such as catalog items and Microsoft SharePoint, from a drop-down list. * Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural Language Query schema to enable users to perform a data query during a conversation. * Now Assist panel Platform assistant: * Add internal and external search sources, such as catalog items and Microsoft SharePoint, from a drop-down list. * Add a slot filling schema to input user information from your organization's Knowledge Graph. Add a Natural Language Query schema to enable users to perform a data query during a conversation. * Now Assist panel Developer assistant: Not applicable. [Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=zurich&ft:locale=en-US) * Now Assist in Virtual Agent: * Select a custom greeting topic, closing topic, error topic, and survey for your assistant. * Select one or more fallback options: live agent, web search, record producer, end this chat, and custom fallback. * Enable the web search fallback option and web search mode to enable users to search the web from within a chat window. * Now Assist panel Platform assistant: * Select a custom greeting topic or error topic for your assistant. * Fallback options don't apply to Now Assist panel Platform assistant. * Enable web search mode to enable users to search the web from within a chat window. * Now Assist panel Developer assistant: Not applicable. [Now Assist panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&family=zurich&ft:locale=en-US) : Use the enhanced Now Assist panel for a more intuitive and personalized experience. The updated Now Assist panel is resizable and can be moved anywhere on the ServiceNow AI platform. [Add the portable chat widget to a 3rd-party website](https://www.servicenow.com/docs/access?context=add-portable-va-client-website&family=zurich&ft:locale=en-US) : Embed the chat widget for enhanced chat on third-party websites. [Configure voice settings for a chat assistant](https://www.servicenow.com/docs/access?context=manage-chat-voice-exp&family=zurich&ft:locale=en-US) : Turn voice dictation on or off for an assistant on the Voice experience page. For ServiceNow Otto for Virtual Agent assistants, voice dictation is only available for premium chat. For ServiceNow Otto panel -- Platform assistant, voice dictation is available for all chat experiences. Note: Voice dictation was previously known as voice input, which was enabled from within [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US). [Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=zurich&ft:locale=en-US) : For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Changes Between your current release family and Brazil, some changes were made to existing Now Assist in Virtual Agent features. {#dfrn3-nowassistinvirtualagent-summary__entry__22} | Release | Release notes | |-|-| | Yokohama | [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=yokohama&ft:locale=en-US) : Starting with Yokohama Patch 5, Now Assist usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: Now Assist Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [Conversational Platform Now Assist skills are active by default](https://www.servicenow.com/docs/access?context=now-assist-skills&family=yokohama&ft:locale=en-US) : The following Platform Now Assist skills are active by default and no longer visible in AI Admin Hub console: * Now Assist Multi-Turn Catalog Ordering * Now Assist Q\&A Genius Results * Now Assist Topics * Subflows and actions * Custom skills * AI agents [UI Virtual Agent Designer updates](https://www.servicenow.com/docs/access?context=vad-topics-page&family=yokohama&ft:locale=en-US) : * Use a new option in the Actions on row icon to remove an LLM assistant from a given asset. * View a tooltip if you try to promote more than six topics for a given LLM assistant. * View a list of available asset types and their descriptions when you select Create asset in the Asset library tab. [UI chat assistant updates](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US) : * Configuring a chat or voice assistant is done in AllAssistant DesignerAssistants tab. AllConversational InterfacesAssistants contains a Manage assistants button that directs you to Assistant Designer. * Chat and voice assistants are shown in both card and map views. * Pages within the chat assistant setup have been removed, added, or moved to a different spot within the create or edit flow. * The Overview page has been replaced by the Basic details page. * Assign Now Assist skills page has been removed. Admins no longer need to turn on/off Now Assist skill types at the assistant level in Now Assist Admin console and no longer need to assign Now Assist skill types at the assistant level. * When adding search sources, an External Content Connectors link directs you to create or configure external sources. (This replaces the External Content Connectors card.) The following sections have been removed from the search sources page: Now Assist topics, Custom skills, AI agents, and Conversational subflows and actions. They are now within the Assets page. * Knowledge Graph was moved from the Information sources page to its own page. * Assets such as topics, subflows and actions, custom skills, and AI agents are added on the Assets page. In the display experience for Now Assist panel assistants, a ServiceNow platforms header is shown. * Minor enhancements to the standard chat preview pane when branding an assistant. * Promoted assets tab within the Chat experience page has been moved to the Information sources (sub-tab)Asset visibilityPromoted while in edit mode. * Web search mode, response streaming, document uploads, and closed chats have been moved to its own Chat features page. * Testing a chat assistant is no longer part of the Review page. Access it from the Assistant DesignerAssistants tab, or on each page while in edit mode. * Editing a chat assistant is done from the Assistant DesignerAssistants tab. [UI enhanced chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : * Dynamic processing messages for agentic conversations are now consolidated under one View AI Steps header rather than under several View AI Steps headers. * The View all options link shows below the suggested or promoted topics cards on the greeting topic in Now Assist in Virtual Agent and Now Assist panel's enhanced chat. At least one suggested or promoted asset has to be enabled for this link to show. * The auto-complete suggestion type in the Ask Now Assist header appears at the top of the portal search bar's drop-down list. The results in the Ask Now Assist header can now show more targeted search results from AI Search rather than the GlideRecord. The entered search term can appear highlighted in bold after you have configured AI Search as the source for Ask Now Assist suggestions. For more information about this configuration, see [Configure AI Search as the source for Ask Now Assist suggestions](https://www.servicenow.com/docs/access?context=configure-ai-search-source-ask-now-assist-suggestions&family=yokohama&ft:locale=en-US). * The static and dynamic choice nodes now appear differently in standard and enhanced chat depending on the number of choices for single-select options. For example: * 2-5 choices appear as pills * 6 or more choices appear as a choice list with a scroll bar * The input bar for enhanced chat has moved all icons below any inputted text. Uploaded documents appear above any inputted text. * The float, pinned, and 90% screen views of enhanced chat now have a gradient border around them. * The enhanced chat full-page experience was updated so that the Now Assist and Search button tabs that were originally center-aligned buttons are now left-aligned tabs that no longer look like buttons. [Agentic conversation processing messages for Now Assist panel and Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : Before receiving a response, you receive acknowledgment messages from the Virtual Agent and on-screen processing messages to let you know where the agent is at in the agentic processing flow. The on-screen processing messages appear in present tense until the processing flow is complete. After the processing flow is complete, then the on-screen messages change to past tense and a View AI Steps section header appears above the processed messages. You can expand the collapsed View AI Steps section header to view the processed messages. [UI chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : * The enhanced chat navigation area was updated. The New Chat, Chats, Support, and Settings icons were reworked into a simplified subheader. Additionally, each chat title now appears in the simplified subheader. * The enhanced chat's subheader reflects conversational modes in a banner whenever you enter into a specific mode, such as web search, live agent, or document upload. * In the enhanced chat's ChatsClosed chats section, hover over a chat to view the delete option and complete the delete confirmation prompts. * Minor animations occur in the following five enhanced chat transitions: * Hovering over the chat icon. * Minimizing and opening the chat icon. * Transitioning from a floating chat window to a pinned chat window and vice versa. * Transitioning from a floating chat window to a 90% modal and vice versa. * Transitioning from a pinned chat window to a 90% modal and vice versa. Note: Transition animation doesn't apply to custom icons. [UI admin guided setup updates](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US) : * Manage search profile button replaces the search profile text link. * Add external search sources drop-down list has been replaced with Add search sources drop-down list to include internal and external search sources. * The simple and advanced views within the Chat experience page are consolidated into a single view. * Copy existing configuration button is featured more prominently, and it's shown with information about its use. [Additional fallback options](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : There are up to five fallback options that can be presented to end users: * Search the web: Triggers web search mode and uses the internet to search for the results. Note: Only the last query entered into the conversation is considered when entering web search mode via the fallback option. * Request a live chat: Triggers live agent mode and routes you to a human support representative. * Create a generic ticket: Creates a record. * End this chat: Ends the chat. Note: This option is only available to standard chat conversations. * Custom fallback option: Presents a fallback Virtual Agent topic. [Web search mode enhancements](https://www.servicenow.com/docs/access?context=web-search-requestor&family=yokohama&ft:locale=en-US) : Manually enter into web search mode via the input bar for standard and enhanced chat conversations. Web search mode includes in-line citations and the associated sources. A web search mode banner appears in enhanced chat conversations that end users can use to end the mode. [Profanity recognition response](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=yokohama&ft:locale=en-US) : If AI Guardian is enabled and the end user's request contains profane content, the Virtual Agent responds with a message prompt to re-enter an appropriate request without profanity or offensive content. [UI chat updates](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : * The summary card in a Now Assist in Virtual Agent conversation was updated to a more modern look and feel. * The default chat widget button for enhanced chat and standard chat now differs on the portal. * An Ask Now Assist header now appears with suggested searches in a drop-down on the portal's search bar. * The Boolean choice, static choice, and dynamic choice controls were updated to a more modern look and feel for requesters. [Standard chat](https://www.servicenow.com/docs/access?context=nava-standard-chat&family=yokohama&ft:locale=en-US) : The existing Now Assist in Virtual Agent LLM conversational behavior received a terminology update and is now referred to as standard chat. [UI chat updates](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=yokohama&ft:locale=en-US) : * The New messages below button in Virtual Agent was replaced with a simplified down-arrow indicator. * The New messages above button was deprecated because Virtual Agent now auto-scrolls to the top of the oldest new message. * The Input text bar was updated to a more modern look and feel. * The start a new conversation icon was updated. [Dynamic Translation calls](https://www.servicenow.com/docs/access?context=translation-for-now-assist&family=yokohama&ft:locale=en-US) : If native translation is enabled, a Dynamic Translation call is only made if an unsupported language for native translation is used. | | Zurich | [Refresh to the organization chart user interface](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=zurich&ft:locale=en-US) : The org chart's user interface was updated for premium chat in ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US) : In Assistant DesignerAssistantsBranding, the standard chat and enhanced chat sections are condensed into one section. [Now Assist \> ServiceNow Otto® announcement](https://www.servicenow.com/docs/access?context=sn-ai-implementation-landing&family=zurich&ft:locale=en-US) : ServiceNow Otto introduced AI on the platform. As that experience has evolved, there's a new name for the experience. ServiceNow Otto® is the conversational AI platform integrated into ServiceNow workflows. It provides agentic capabilities, supports multimodal interactions across web, mobile, and messaging channels, and enables autonomous orchestration for cross-system workflows. [Changes to Now Assist usage measurement](https://www.servicenow.com/docs/access?context=monitoring-now-assist-usage&family=zurich&ft:locale=en-US) : Starting with Australia Early Access, AI usage measurement is transitioning from a 365-day look-back model to a 365-day burn-down model, with usage resetting at the contract anniversary date. For more information, refer to [KB KB2704710: AI Usage - Overview \& New Measurement Logic](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2704710). [UI Virtual Agent Designer updates](https://www.servicenow.com/docs/access?context=vad-topics-page&family=zurich&ft:locale=en-US) : * Use a new option in the Actions on row icon to remove an LLM assistant from a given asset. * View a tooltip if you try to promote more than six topics for a given LLM assistant. * View a list of available asset types and their descriptions when you select Create asset in the Asset library tab. [UI chat assistant updates](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US) : * Configuring a chat or voice assistant is done in AllAssistant DesignerAssistants tab. AllConversational InterfacesAssistants contains a Manage assistants button that directs you to Assistant Designer. * Chat and voice assistants are shown in both card and map views. * Pages within the chat assistant setup have been removed, added, or moved to a different spot within the create or edit flow. * The Overview page has been replaced by the Basic details page. * Assign Now Assist skills page has been removed. Admins no longer need to turn on/off Now Assist skill types at the assistant level in Now Assist Admin console and no longer need to assign Now Assist skill types at the assistant level. * When adding search sources, an External Content Connectors link directs you to create or configure external sources. (This replaces the External Content Connectors card.) The following sections have been removed from the search sources page: Now Assist topics, Custom skills, AI agents, and Conversational subflows and actions. They are now within the Assets page. * Knowledge Graph was moved from the Information sources page to its own page. * Assets such as topics, subflows and actions, custom skills, and AI agents are added on the Assets page. In the display experience for Now Assist panel assistants, a ServiceNow platforms header is shown. * Minor enhancements to the standard chat preview pane when branding an assistant. * Promoted assets tab within the Chat experience page has been moved to the Information sources (sub-tab)Asset visibilityPromoted while in edit mode. * Web search mode, response streaming, document uploads, and closed chats have been moved to its own Chat features page. * Testing a chat assistant is no longer part of the Review page. Access it from the Assistant DesignerAssistants tab, or on each page while in edit mode. * Editing a chat assistant is done from the Assistant DesignerAssistants tab. [UI enhanced chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : * Dynamic processing messages for agentic conversations are now consolidated under one View AI Steps header rather than under several View AI Steps headers. * The View all options link appears below the suggested or promoted topics cards on the greeting topic in Now Assist in Virtual Agent and Now Assist panel's enhanced chat. At least one suggested or promoted asset must be enabled for this link to appear. * The auto-complete suggestion type in the Ask Now Assist header appears at the top of the portal search bar's drop-down list. The results in the Ask Now Assist header can now show more targeted search results from AI Search rather than the GlideRecord. The entered search term can appear highlighted in bold after you have configured AI Search as the source for Ask Now Assist suggestions. For more information about this configuration, see [Configure AI Search as the source for Ask ServiceNow Otto suggestions](https://www.servicenow.com/docs/access?context=configure-ai-search-source-ask-now-assist-suggestions&family=zurich&ft:locale=en-US). * The static and dynamic choice nodes now appear differently in standard and enhanced chat depending on the number of choices for single-select options. For example: * 2-5 choices appear as pills * 6 or more choices appear as a choice list with a scroll bar * The input bar for enhanced chat has moved all icons below any inputted text. Uploaded documents appear above any inputted text. * The float, pinned, and 90% screen views of enhanced chat now have a gradient border around them. * The enhanced chat full-page experience was updated so that the Now Assist and Search button tabs that were originally center-aligned buttons are now left-aligned tabs that no longer look like buttons. [Conversational Platform Now Assist skills are active by default](https://www.servicenow.com/docs/access?context=now-assist-skills&family=zurich&ft:locale=en-US) : The following Platform Now Assist skills are active by default and no longer visible in the AI Admin Hub console: * Now Assist Multi-Turn Catalog Ordering * Now Assist Q\&A Genius Results * Now Assist Topics * Subflows and actions * Custom skills * AI agents [Agentic conversation processing messages for Now Assist panel and Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : Before receiving a response, you receive acknowledgment messages from the Virtual Agent and on-screen processing messages to let you know where the agent is at in the agentic processing flow. The on-screen processing messages appear in present tense until the processing flow is complete. After the processing flow is complete, the on-screen messages change to past tense and a View AI Steps section header appears above the processed messages. You can expand the collapsed View AI Steps section header to view the processed messages. [UI chat updates](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : * The enhanced chat navigation area was updated. The New Chat, Chats, Support, and Settings icons were reworked into a simplified subheader. Additionally, each chat title now appears in the simplified subheader. * The enhanced chat's subheader reflects conversational modes in a banner whenever you enter into a specific mode, such as web search, live agent, or document upload. * In the enhanced chat's ChatsClosed chats section, hover over a chat to view the delete option and complete the delete confirmation prompts. * Minor animations occur in the following five enhanced chat transitions: * Hovering over the chat icon. * Minimizing and opening the chat icon. * Transitioning from a floating chat window to a pinned chat window and vice versa. * Transitioning from a floating chat window to a 90% modal and vice versa. * Transitioning from a pinned chat window to a 90% modal and vice versa. Note: Transition animation doesn't apply to custom icons. Coral theme : Coral is now the default theme for new portal, web, and mobile experiences with Next Experience or Core UI enabled. This theme provides a fresh look and feel, featuring brand-neutral illustrations to enhance your user experience. A dark theme option is available for web and mobile experiences. [UI admin guided setup updates](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=zurich&ft:locale=en-US) : * The Manage search profile button replaces the search profile text link. * The Add external search sources drop-down list has been replaced with the Add search sources drop-down list to include internal and external search sources. * The simple and advanced views within the Chat experience page are consolidated into a single view. * The Copy existing configuration button is featured more prominently, and it's shown with information about its use. [Additional fallback options](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=zurich&ft:locale=en-US) : There are up to five fallback options that can be presented to end users: * Search the web: Triggers web search mode and uses the internet to search for the results. Note: Only the last query entered into the conversation is considered when entering web search mode via the fallback option. * Request a live chat: Triggers live agent mode and routes you to a human support representative. * Create a generic ticket: Creates a record. * End this chat: Ends the chat. Note: This option is only available to standard chat conversations. * Custom fallback option: Presents a fallback Virtual Agent topic. [Web search mode enhancements](https://www.servicenow.com/docs/access?context=web-search-requestor&family=zurich&ft:locale=en-US) : Manually enter into web search mode via the input bar for standard and enhanced chat conversations. Web search mode includes in-line citations and the associated sources. A web search mode banner appears in enhanced chat conversations that end users can use to end the mode. [Profanity recognition response](https://www.servicenow.com/docs/access?context=nava-enhanced-chat&family=zurich&ft:locale=en-US) : If AI Guardian is enabled and the end user's request contains profane content, the Virtual Agent responds with a message prompt to re-enter an appropriate request without profanity or offensive content. [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US) : The Prioritize AI agents during skills discovery option is available when configuring additional chat features. Because all assistants now use agentic orchestration by default, AI agent skills are available during skills discovery. Turning on this option gives AI agents priority over other assets (such as knowledge bases and Q\&A modules) when the assistant discovers skills. If your assistant has overlapping skills, for example, a knowledge base article and an AI agent that both answer the same question, this setting enables you to decide which one is prioritized, so you can steer users toward the AI agent experience instead of a static article. [Upload files improvements](https://www.servicenow.com/docs/access?context=upload-documents-na-va&family=zurich&ft:locale=en-US) : Upload up to 10 files or 50 MB for the following file types: PDF native, PDF OCR, Word, PPTX, Excel, CSV, TXT, JPEG, and PNG for premium chat in ServiceNow Otto for Virtual Agent and the Otto panel. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Removed Between your current release family and Brazil, some Now Assist in Virtual Agent features or functionality were removed. {#dfrn3-nowassistinvirtualagent-summary__entry__32} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | No updates for this release. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Deprecations Between your current release family and Brazil, some Now Assist in Virtual Agent features or functionality were deprecated. {#dfrn3-nowassistinvirtualagent-summary__entry__42} | Release | Release notes | |-|-| | Yokohama | * In Patch 11, sn_aia.use_agents_in_planner system property has been removed. The system property was used for configuring AI agent discovery behavior. * In Patch 11, Now Assist skills page in the assistant admin guided setup has been removed due to the skills being turned on by default. * In Patch 6, Bing support for the searching and scraping search result type is no longer supported when adding a web search tool in Now Assist Skill Kit. * In Patch 4, support for Now Assist in Conversational IVR was removed. | | Zurich | * In Patch 4, the sn_aia.use_agents_in_planner system property has been removed. The system property was used for configuring AI agent discovery behavior. * In Patch 4, the Now Assist skills page in the assistant admin guided setup has been removed due to the skills being turned on by default. * In Patch 1, Bing support for the searching and scraping search result type is no longer supported when adding a web search tool in AI Skill Kit. Agentic support : The Agentic support page has been deprecated for ServiceNow Otto for Virtual Agent and ServiceNow Otto panel - Platform. There is no loss in functionality previously provided by the Agentic support page. By default, all existing assistants operate in agentic mode. The Prioritize AI agents during skills discovery option is available when configuring additional chat features in [\[Placeholder link text to key additional-chat-features\]](https://www.servicenow.com/docs/access?context=additional-chat-features&family=zurich&ft:locale=en-US). [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=zurich&ft:locale=en-US) : The sn_nowassist_va.assistant_personalization system property is removed from the admin experience. This property previously enabled administrators to show or hide chat personalization options (agent persona, tone, and response length) when branding an assistant. By default, all settings are shown in [Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Activation information Review information on how to activate Now Assist in Virtual Agent. {#dfrn3-nowassistinvirtualagent-summary__entry__52} | Release | Release notes | |-|-| | Yokohama | Activation information : Note: When you upgrade to Yokohama Patch 8 or later, agentic AI is the primary orchestration in Virtual Agent. For more information about agentic AI, see [Agentic conversations in Virtual Agent](https://www.servicenow.com/docs/access?context=agentic-conversations-vad&family=yokohama&ft:locale=en-US). Now Assist features are available with activation of any Now Assist plugin from the ServiceNow Store. The following products are available: * [ServiceNow Otto for Accounts Payable Operations (APO)](https://www.servicenow.com/docs/access?context=now-assist-apo&family=yokohama&ft:locale=en-US) * [Now Assist for App Engine](https://www.servicenow.com/docs/access?context=add-ai-to-custom-apps-with-now-assist-for-app-engine-enterprise&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Configuration Management Database (CMDB)](https://www.servicenow.com/docs/access?context=now-assist-landing-cmdb&family=yokohama&ft:locale=en-US) * [Now Assist for CWM](https://www.servicenow.com/docs/access?context=now-assist-for-cwm-landing&family=yokohama&ft:locale=en-US) * [Now Assist for Creator](https://www.servicenow.com/docs/access?context=now-assist-for-creator-landing&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Customer Service Management (CSM)](https://www.servicenow.com/docs/access?context=now-assist-csm&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Employee Experience](https://www.servicenow.com/docs/access?context=now-assisit-employee-exp&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Enterprise Architecture (EA)](https://www.servicenow.com/docs/access?context=now-assist-ea&family=yokohama&ft:locale=en-US) * [Now Assist](https://www.servicenow.com/docs/access?context=now-assist-for-esg&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Field Service Management (FSM)](https://www.servicenow.com/docs/access?context=now-assist-fsm&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Financial Services Operations (FSO)](https://www.servicenow.com/docs/access?context=now-assist-for-financial-services-operations&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Hardware Asset Management (HAM)](https://www.servicenow.com/docs/access?context=now-assist-ham&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Health and Safety](https://www.servicenow.com/docs/access?context=now-assist-hs-landing&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for HR Service Delivery (HRSD)](https://www.servicenow.com/docs/access?context=now-assist-hrsd&family=yokohama&ft:locale=en-US) * [Now Assist](https://www.servicenow.com/docs/access?context=now-assist-for-irm&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for ITOM](https://www.servicenow.com/docs/access?context=now-assist-itom&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for IT Service Management (ITSM)](https://www.servicenow.com/docs/access?context=now-assist-itsm&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Legal Service Delivery (LSD)](https://www.servicenow.com/docs/access?context=now-assist-lsd-landing&family=yokohama&ft:locale=en-US) * [Operational Technology (OT) Manager Foundation](https://www.servicenow.com/docs/access?context=now-assist-for-otm-landing&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Order Management](https://www.servicenow.com/docs/access?context=now-assist-order-management&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for PSDS](https://www.servicenow.com/docs/access?context=now-assist-for-psds&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Security Incident Response (SIR)](https://www.servicenow.com/docs/access?context=now-assist-security-incident-landing&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Software Asset Management (SAM)](https://www.servicenow.com/docs/access?context=now-assist-sam&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Supplier Lifecycle Operations (SLO)](https://www.servicenow.com/docs/access?context=now-assist-slo&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Sourcing and Procurement Operations (SPO)](https://www.servicenow.com/docs/access?context=now-assist-spo&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Strategic Portfolio Management](https://www.servicenow.com/docs/access?context=now-assist-spm&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Telecommunications, Media, and Technology (TMT)](https://www.servicenow.com/docs/access?context=now-assist-spmc&family=yokohama&ft:locale=en-US) * [Now Assist](https://www.servicenow.com/docs/access?context=now-assist-tprm&family=yokohama&ft:locale=en-US) * [Now Assist for WSD](https://www.servicenow.com/docs/access?context=now-assist-wsd-landing&family=yokohama&ft:locale=en-US) * [ServiceNow Otto for Unified Security Exposure Management](https://www.servicenow.com/docs/access?context=now-assist-for-vulnerability-response-landing&family=yokohama&ft:locale=en-US) For more information, see [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=yokohama&ft:locale=en-US). | | Zurich | Activation information : Note: When you upgrade to Zurich Patch 2 or later, agentic AI is the primary orchestration in Virtual Agent. For more information about agentic AI, see [Agentic conversations in Virtual Agent](https://www.servicenow.com/docs/access?context=agentic-conversations-vad&family=zurich&ft:locale=en-US). Now Assist features are available with activation of any Now Assist plugin from the ServiceNow Store. The following products are available: * For more information, see [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Additional requirements If any additional requirements were introduced or changed for Now Assist in Virtual Agent we have noted them here. {#dfrn3-nowassistinvirtualagent-summary__entry__62} | Release | Release notes | |-|-| | Yokohama | Additional requirements : [Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-in-va-landing&family=yokohama&ft:locale=en-US) requires a license for Virtual Agent and at least one Now Assist product. | | Zurich | Additional requirements : [ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-in-va-landing&family=zurich&ft:locale=en-US) requires a license for Virtual Agent and at least one Now Assist product. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Browser requirements If any specific browser requirements were introduced or changed for Now Assist in Virtual Agent we have noted them here. {#dfrn3-nowassistinvirtualagent-summary__entry__72} | Release | Release notes | |-|-| | Yokohama | Browser requirements : Now Assist in Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=yokohama&ft:locale=en-US). | | Zurich | Browser requirements : Now Assist in Virtual Agent supports various browsers, including Google Chrome and Microsoft Edge. For more information, see [Browser support](https://www.servicenow.com/docs/access?context=browser-support&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Accessibility information Review details on accessibility information for Now Assist in Virtual Agent, such as specific requirements or compliance levels. {#dfrn3-nowassistinvirtualagent-summary__entry__82} | Release | Release notes | |-|-| | Yokohama | No updates for this release. | | Zurich | Accessibility information : Dark theme : The new Coral theme includes a dark theme option for web and mobile experiences. This option is commonly used to alleviate eye strain and improve readability. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Localization information If there are specific localization considerations for Now Assist in Virtual Agent we have noted them here. {#dfrn3-nowassistinvirtualagent-summary__entry__92} | Release | Release notes | |-|-| | Yokohama | Localization information : [Dynamic Translation](https://www.servicenow.com/docs/access?context=dynamic-translation-overview&family=yokohama&ft:locale=en-US) is supported for non-streaming Now Assist Virtual Agent conversations. For details, see [Configure multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&family=yokohama&ft:locale=en-US) and [Using language detection and dynamic machine translation in Virtual Agent](https://www.servicenow.com/docs/access?context=dynamic-lang-detection-translation&family=yokohama&ft:locale=en-US). | | Zurich | Localization information : [Dynamic Translation](https://www.servicenow.com/docs/access?context=dynamic-translation-overview&family=zurich&ft:locale=en-US) is supported for non-streaming Now Assist Virtual Agent conversations. For details, see [Configure multilingual service for Now Assist applications](https://www.servicenow.com/docs/access?context=enable-dynamic-translation-for-now-assist-applications&family=zurich&ft:locale=en-US), [Language detection and dynamic translation in enhanced chat](https://www.servicenow.com/docs/access?context=dynamic-lang-detection-translation-enhanced-chat&family=zurich&ft:locale=en-US), and [Language detection and dynamic translation in standard chat](https://www.servicenow.com/docs/access?context=dynamic-lang-detection-translation-standard-chat-nlu&family=zurich&ft:locale=en-US). | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] ## Highlight information If there are specific highlight considerations for Now Assist in Virtual Agent we have noted them here. {#dfrn3-nowassistinvirtualagent-summary__entry__102} | Release | Release notes | |-|-| | Yokohama | [Yokohama Patch 11](https://www.servicenow.com/docs/access?context=yokohama-patch-11&family=yokohama&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Some Now Assist skills, agents, and agentic workflows are on by default. * Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. * View a people citation's org chart in the interactive view. The interactive view opens to the right of the chat conversation area. * Notice several UI improvements to enhanced chat and enhanced chat's full-page experience, including an updated input bar, gradient borders, copy message icon for received messages, and more. * Enable voice input to allow users to use a microphone to type the input. Voice input is only available for Now Assist panel Platform assistant. [Yokohama Patch 6](https://www.servicenow.com/docs/access?context=yokohama-patch-6&family=yokohama&ft:locale=en-US) * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * Use agentic conversations and view agentic conversational processing flow steps. * View extended entities and records in standard and enhanced chat conversations if they're associated with the Knowledge Graph natural language query (NLQ) schema. * View suggested search queries previously performed in the portal's search bar within enhanced chat conversations. * Work with the simplified subheader of enhanced chat. * Delete closed enhanced chat conversations. * Expand the fallback options. * Enter into web search mode manually via the input bar. [Yokohama Patch 3](https://www.servicenow.com/docs/access?context=yokohama-patch-3&family=yokohama&ft:locale=en-US) * Use enhanced chat to provide users with a conversational experience within a resizable and movable chat window that includes the ability to have multiple active conversations. Enhanced chat enables users to choose their way of engaging with Now Assist on their ServiceNow portals from a variety of entry points. Enhanced chat includes synthesized responses after entering a search query into a portal's search bar. If Now Assist in AI Search is turned on, enhanced chat also offers an optional full-page experience where your users can enter into a full-page chat experience after entering a search query into a portal's search bar. Enhanced chat also offers an updated, modern look and feel along with chat controls to resize and move the chat window. * View an expanded list of inline citations for both standard and enhanced chat. New inline citations for external content and people searches are available. * View and work with suggested actions after completing an action in Now Assist in Virtual Agent. * Stream responses for Now Assist LLM - enhanced chat conversations. * Upload or drag documents and images into a standard or enhanced chat. * Automatically switch to the user's detected language in enhanced chat conversations when language detection is turned on. * Use the Web Search custom skill to search for an answer on the internet. [Yokohama Patch 1](https://www.servicenow.com/docs/access?context=yokohama-patch-1&family=yokohama&ft:locale=en-US) * Stream responses for Now Assist LLM chat conversations. See [Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-in-va-landing&family=yokohama&ft:locale=en-US) for more information. | | Zurich | [Zurich Patch 12](https://www.servicenow.com/docs/access?context=zurich-patch-12&family=zurich&ft:locale=en-US) * ServiceNow Otto is the new AI experience brand. This change is reflected in the name of ServiceNow products, including ServiceNow Otto for Virtual Agent and ServiceNow Otto panel. Your product entitlements remain unchanged. Check your entitlements to determine your access to specific features. [Zurich Patch 11](https://www.servicenow.com/docs/access?context=zurich-patch-11&family=zurich&ft:locale=en-US) * Prompts help users ask better questions and get more accurate answers. Admins can turn prompt library on or off and further configure the default recommended prompts for users. [Zurich Patch 10](https://www.servicenow.com/docs/access?context=zurich-patch-10&family=zurich&ft:locale=en-US) * Opt into premium chat for your Now Assist in Virtual Agent assistants. * Enable voice input for Now Assist in Virtual Agent assistants (premium chat), and for the Now Assist panel - Platform assistant (standard, enhanced, or premium chat). * Personalize your assistant's tone, response length, and persona. [Zurich Patch 9](https://www.servicenow.com/docs/access?context=zurich-patch-9&family=zurich&ft:locale=en-US) * Use Now Assist in Virtual Agent on your mobile device. * The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they're doing. [Zurich Patch 8](https://www.servicenow.com/docs/access?context=zurich-patch-8&family=zurich&ft:locale=en-US) * Use the Now Assist in Virtual Agent clarification feature to get direct answers to ambiguous requests. If your question can apply to multiple topics, the assistant asks a follow-up question to narrow down your intent before responding. * Opt into premium chat for your Now Assist panel - Platform assistant. Your instance must first meet certain prerequisites. Premium chat is an AI chat experience built into your ServiceNow environment that lets you ask questions, get answers from your organization's knowledge, and take action on records --- all in one place. It supports file uploads, web search, and multi-step agentic tasks, so that you can handle more complex requests without leaving the panel. * Brand your Now Assist panel -- Platform assistant, if you have premium chat set up. [Zurich Patch 7](https://www.servicenow.com/docs/access?context=zurich-patch-7&family=zurich&ft:locale=en-US) * Start a Now Assist in Virtual Agent conversation from anywhere in the Employee Hub. * Provide response feedback to Now Assist in Virtual Agent responses. * Use natural-language questions and receive concise, synthesized answers. [Zurich Patch 5](https://www.servicenow.com/docs/access?context=zurich-patch-5&family=zurich&ft:locale=en-US) * Review changes to Now Assist usage measurement. * Japanese language support for voice assistants enables Japanese-speaking users to experience natural, culturally appropriate interactions with AI voice agents. [Zurich Patch 4](https://www.servicenow.com/docs/access?context=zurich-patch-4&family=zurich&ft:locale=en-US) * Some Now Assist skills, agents, and agentic workflows are now turned on by default. * Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. * View a people citation's org chart in the interactive view. The interactive view opens next to the chat conversation area. * Notice several UI improvements to enhanced chat and enhanced chat's full-page experience, including an updated input bar, gradient borders, copy message icon for received messages, and more. * Turn on voice input to enable users to use a microphone to enter the input. Voice input is only available for Now Assist panel Platform assistant. [Zurich Patch 1](https://www.servicenow.com/docs/access?context=zurich-patch-1&family=zurich&ft:locale=en-US) * Use Google Gemini and Anthropic Claude on AWS as AI model providers for Now Assist skills and AI agents in addition to Now LLM Service and Azure OpenAI. * Use agentic conversations and view agentic conversational processing flow steps. * View extended entities and records in standard and enhanced chat conversations if they're associated with the Knowledge Graph Natural Language Query (NLQ) schema. * View suggested search queries previously performed in the portal's search bar within enhanced chat conversations. * Work with the simplified subheader of enhanced chat. * Delete closed enhanced chat conversations. * Expand the fallback options. * Enter into web search mode manually via the input bar. See [ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-in-va-landing&family=zurich&ft:locale=en-US) for more information. | | Australia | No updates for this release. | | Brazil | No updates for this release. | [ ] *[\>]: and then