---
sourceDocument: Australia Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences
Release :
- australia
ft:locale :
- en-US
ft:publication_title :
- Australia Enable AI
ft:clusterId :
- platai
bundleId :
- platai
workflow :
- Platform
---
# Premium chat
# Premium chat {#ariaid-title1}
Release version: Australia
Updated March 24, 2026
 20 minutes to read
Summarize
 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 Premium chat
ServiceNow Otto panel premium chat is an AI-powered chat feature embedded within your ServiceNow environment.
It enables users to ask questions, retrieve answers from organizational knowledge, and perform record actions seamlessly in one interface.
The chat supports advanced capabilities including file uploads, web searches, and multi-step agentic tasks, allowing users to handle complex requests without leaving the panel.
Show full answer Show less
To use this feature, your instance must have Next Experience enabled, ServiceNow Otto panel premium chat activated, and AI Search enabled for full functionality. Without AI Search, only basic interactions are available. Additionally, enabling ServiceNow Otto skills and AI agents is necessary for agentic conversations and skill detection.
## Key Features
* **Interactive Panel Controls:** Expand or pin the chat window, access chat and page history, start new conversations, and use voice input if enabled.
* **File and Image Uploads:** Upload PDFs, images, and other supported formats to provide context. The assistant analyzes content to answer questions or trigger actions such as incident creation based on visual data.
* **Include Web Search:** Extend searches to internet sources alongside internal knowledge, with privacy controls and clear citation of web results.
* **Chat History Management:** View active, record-specific, and closed chats with options to reopen or manage conversations easily within the panel.
* **Feedback Mechanism:** Users can rate AI responses, provide detailed feedback, and access source citations to ensure answer relevancy and quality.
* **Multi-Intent and Agentic Conversations:** Handles multi-step requests by breaking them into tasks, reasoning, and executing workflows across AI agents, catalog items, knowledge articles, and custom skills.
* **Processing Messages:** Displays real-time status updates as the assistant processes requests, providing transparency into AI workflow progress.
* **Contextual Navigation and Summarization:** Navigate to records or lists directly from chat and generate summaries for chats, cases, incidents, and resolution notes to streamline communication and understanding.
* **Streaming Synthesized Responses:** Answers are delivered progressively with inline citations and the ability to explore sources without leaving the conversation.
* **Single and Multiple Search Result Handling:** Presents results in cards or tables, automatically hiding empty fields, with intuitive navigation to full records, profiles, or catalog forms.
* **Catalog Request Submission:** Submit catalog items directly within the chat, with confirmation messages and safeguards for unsaved form data.
* **Fallback Options:** Provides web search fallback when internal results are insufficient, with modes to include web results for ongoing conversations.
## Practical Benefits for ServiceNow Customers
* **Enhanced Productivity:** Users can interact with ServiceNow data and knowledge without switching contexts, saving time and improving workflow efficiency.
* **Improved Support and Resolution:** AI-driven summarization and resolution note generation facilitate quicker understanding and case handling.
* **Comprehensive Assistance:** Multi-step and agentic capabilities allow the assistant to handle complex, multi-part requests and execute workflows autonomously.
* **Better User Experience:** The ability to upload files and images, use voice input, and receive real-time streaming responses provides a natural and effective interaction.
* **Insightful Feedback Loop:** Feedback features help refine AI responses, ensuring the assistant evolves to meet organizational needs.
* **Secure and Context-Aware Search:** Internal knowledge is prioritized, with external web search integrated thoughtfully, maintaining data privacy and relevance.
Overall, the ServiceNow Otto panel premium chat empowers customers to leverage AI-driven conversational capabilities within their ServiceNow instance, improving access to knowledge, accelerating service delivery, and enhancing user engagement.
ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. It 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 you can handle more complex requests without leaving the panel.
Important:
* Next Experience must be enabled to use the ServiceNow Otto panel. For more information, see [Considerations for activating Next Experience](https://www.servicenow.com/docs/access?context=next-experience-adoption-paths&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).
* ServiceNow Otto panel premium chat must be activated before you can use it. See [Display your assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for more information.
* If you want to use assistants, you must activate them. See [Configuring assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) for information on activating assistants.
* To use the full capabilities of ServiceNow Otto panel premium chat, AI Search must be enabled for your portal. Without it, ServiceNow Otto panel premium chat functions in a limited capacity. Basic interactions such as predefined topic flows and simple questions and answers are available without AI Search. Knowledge article retrieval, AI responses grounded in instance content, and semantic search capabilities require AI Search. For more information, see [Enable and configure AI Search in Service Portal](https://www.servicenow.com/docs/access?context=enable-ais-sp&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US).
* ServiceNow Otto skills must be enabled to appear on the ServiceNow Otto panel. For more information, see [Activate an AI skill](https://www.servicenow.com/docs/_cxB8oDyWVk~yp8cPa8TMQ "Configure the triggers, settings, and display locations for AI skills to enable generative AI capabilities across the ServiceNow AI Platform.").
* Conversational aspects of the ServiceNow Otto panel, such as skill detection, are powered by Now LLM Service.
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To begin, select the ServiceNow Otto icon ![]() to display the ServiceNow Otto panel.
Figure 1. ServiceNow Otto panel
The ServiceNow Otto panel includes:{#now-assist-panel-premium__table_yzf_wkw_hzb__entry__2}
| Item number | Description |
|-|-|
| 1 - Expand ![]() | Expands the chat into a 90% screen-size window. The 90% screen-size window can't be resized or moved. Selecting the icon again resizes the chat back into the floating window. You can also resize the chat window using the window's edges. |
| 2 - Pin ![]() | Positions, or pins, the ServiceNow Otto panel to the screen. |
| 3 - Close ![]() | Closes the ServiceNow Otto panel. |
| 4 - Chat history ![]() Chat history with unread chats ![]() | Displays the Chat History window. A red dot appears on the icon if you have any unread chats. |
| 5 - New conversation ![]() | Starts a new ServiceNow Otto panel conversation. |
| 6 - Page history | Displays previously viewed pages. |
| 7 - Input bar | Enter your prompt or request. |
| 8 - Voice input ![]() | If voice input is enabled, select the microphone icon and speak your message. Your speech is transcribed and appears in the input bar in real time. Note: Voice input must be enabled by an administrator before it is available. Administrators can enable or disable voice input at the instance level. Individual users can also turn voice input on or off. |
| 9 - Add files \& images/Include Web | Add files and images Upload files during conversations to help the assistant understand your request. The assistant reads uploaded files and uses that content to fill required fields and answer questions. You can also upload images to help the assistant understand a visual situation. The assistant analyzes the uploaded content and can answer natural-language questions about it, generate summaries, and recommend or execute actions based on what it sees. For example: * Upload a screen shot of an error message and ask, "What error is shown here?" * Upload a photo of a damaged device and ask ServiceNow Otto to create an incident {#now-assist-panel-premium__ul_txk_zg4_kjc}When referencing visual content, the assistant can identify specific image regions in its response. Uploaded files are retained only during your active session and cleared automatically when the session ends. Supported file formats are: * PDF * JPEG * TXT * CSV * PNG {#now-assist-panel-premium__ul_h4n_d3k_ljc}You can upload a maximum of 5 files per conversation and a total upload limit of 30 MB. You can change the model provider at the instance level by navigating to ServiceNow Otto AdminSkillsSettings. If the provider is set to anything other than Azure, the Add files \& images option will not be visible. Include Web If you select the Include Web option, the assistant's search is expanded to include internet results alongside internal knowledge base articles and catalog items. Your prior conversation context carries over when Include Web is enabled, though sensitive personal information such as your name, email address, and phone number is removed before being shared externally. To help answer location-aware or company-specific questions, publicly available information such as your location and company name may be included in the web search. Responses indicate which parts of the answer come from web sources, and citations for web results show the page title and web link. The Include Web setting is preserved if you return to a past conversation that had it enabled. |
| 10 - ServiceNow Otto message | Indicates that the answers are generated by AI |
[ ]
{#now-assist-panel-premium__table_yzf_wkw_hzb}
If you select the Chat History icon ![](), the Chat History window appears:Figure 2. ServiceNow Otto Chat History window
The Chat History panel displays the following:{#now-assist-panel-premium__table_s4m_r1r_53c__entry__2}
| Item | Description |
|-|-|
| A - New Chat ![]() | Start a new conversation. You may be prompted with a greeting message along with any promoted conversational assets such as topics, subflows, and actions, or suggested queries. If more than 6 promoted topics are enabled, the first 6 topics appear along with a View all topics option that displays the complete list. |
| This record | Conversations related to the current record you're viewing. This section appears only when you're viewing a specific record, such as an incident or case. When you open the ServiceNow Otto panel while on a record, the most recent conversation associated with that record is automatically displayed. Conversations in this section are identified by the record number prefix in the conversation title---for example, INC0012345 --- My laptop won't turn on. The same conversation may appear in both This record and Active sections if it's still in progress. When you navigate to a different record, the This record section updates to show conversations for the new record. When you navigate to a home page or list view, this section is hidden. |
| B - Active | Chats where you can continue the conversation. Unread chats are indicated with a red dot. Active chats include both record-specific conversations and general conversations. Record-specific conversations may also appear in the This record section if you're currently viewing that record. Active chats move to the Closed chats section after two hours of inactivity. Configure this 2-hour time limit in the Messaging Channels \[sys_cs_channel\] table. To change the inactivity time limit, select the NASS record from the Messaging Channels \[sys_cs_channel\] table and populate the Conversation Idle Timeout field. If more than 12 active chats are running, a Show more link appears. Selecting Show more displays an additional 10 chats. When you navigate to a record page, the panel displays the most recent conversation associated with that record in the This record section of Chat History. If you navigate away and return to the same record, the panel restores that conversation automatically. If you switch to a different record, the This record section updates to show conversations for the new record. Conversations tied to a specific record are identified by the record number prefix in the conversation title --- for example, INC0012345 --- My laptop won't turn on. |
| C - Closed | A message closes when the designated time passes (2 hours of inactivity) or you receive this response: It looks like you're finished with this chat, so I'll go ahead and close it. Turn on closed chats by selecting the Show closed chats check box in Conversational InterfacesAssistants\[Selected Assistant Name\]Chat experienceClosed chats. After being turned on, closed chats are displayed for as long as they're available in the Conversations \[sys_cs_conversation\] table. If more than four closed chats are available, a Show more link appears. Selecting Show more displays an additional 10 closed chats. Closed chats cannot be reopened. Hovering over a closed chat displays the delete icon. |
[ ]
{#now-assist-panel-premium__table_s4m_r1r_53c}
The ServiceNow Otto feedback icons panel consist of these elements:
![More feedback icons on ServiceNow Otto panel premium chat.]()
Note:
If search results involve personalized or user-specific information, you will not be able to access more than 10 results even if they're available.
{#now-assist-panel-premium__table_qzq_r2c_qfc__entry__2}
| Element | Description |
|-|-|
| 1 - \[Chat name\] | The name of the conversation. If you select a promoted asset or query, that asset's title becomes the chat name. If instead you enter a prompt into the Reply to ServiceNow Otto field, your initial prompt becomes the chat name. The chat name appears in both the ServiceNow Otto subheader and Chats listActive section. |
| 2 - Thumbs up (like) ![]() Thumbs down (dislike) ![]() | Select the thumbs up icon if the response was helpful, or the thumbs down icon if it wasn't. |
| 3 - Copy ![]() | Copy the response. |
| 4 - Download | Displays a menu with options to download the conversation as a PDF or DOC file. |
| 5 - Sources and more ![Sources and more option.]() | Opens a panel showing the sources used to generate the response, along with related content. From the panel you can select View all results to navigate to the global search page. |
[Table 1. ServiceNow Otto feedback icons panel]
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ServiceNow Otto panel is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel in a workspace and on Core UI screens under Next Experience.
|-|-|
| Next Experience | Core UI |
| | |
[Table 2. ServiceNow Otto panel]
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## Response feedback {#now-assist-panel-premium__section_tgb_2fb_bjc}
Each Virtual Agent response includes a feedback icons panel. The feedback icons panel appears on the latest Virtual Agent response and whenever you hover over any Virtual Agent response. You can indicate if the response was helpful by selecting the like thumbs up icon ![](). If the response wasn't helpful, select the dislike thumbs down icon ![](). When you select the thumbs up or thumbs down icon, you are prompted to provide detailed feedback by selecting one or more reason check boxes. You can also select Other to add comments or suggestions (up to 300 characters). After making your selection, select Submit to submit your feedback, or select X to close the dialog without submitting feedback. All submitted feedback is captured, stored, and made available through analytic dashboards.Figure 3. Example of additional feedback panel from thumbs down icon Depending on the context of the response, an additional go to search results icon ![]() may appear in the feedback icons panel. This icon appears alongside synthesized responses in Virtual Agent, clarifying questions in Virtual Agent, and regular search results or Virtual Agent fallback topics whenever a synthesized response is unavailable. Selecting the go to search results icon ![]() redirects you to the search results page and begins a search query using the last five chat utterances you entered. Additionally, a copy message icon (![]()) appears on received Virtual Agent responses.
## Multi-intent requests {#now-assist-panel-premium__section_hkf_pc3_bjc}
When your request combines information from both internal and external sources, ServiceNow Otto breaks it into steps and handles each part separately before delivering a combined response. For example, if you ask ServiceNow Otto to find a product online and then order it through your company's catalog, ServiceNow Otto searches the web for the product information and executes the catalog item as separate steps. It then combines the results into a single cohesive answer. You receive on-screen processing messages as
each step completes.
## Agentic conversations {#now-assist-panel-premium__section_xcs_5vn_sfc}
Admins must first enable AI agents before end users can experience agentic conversations. ServiceNow Otto panel discovers and executes agentic workflows. For more information on agentic workflows, see [Agentic workflows](https://www.servicenow.com/docs/UDzI0raNeu0PkLRUeoMKfQ "Agentic workflows are AI‑driven workflow orchestrations that use one or more AI agents to achieve a specific outcome. They go beyond single‑step automation by dynamically planning, executing, and adapting actions based on context, data, and intermediate results.") and [Multiple conversations in AI agents](https://www.servicenow.com/docs/mzASARLrXBC9ktEKP6bQuA "Multiple active conversations enable live agents to maintain separate conversations for different records. You can preserve the context of multiple conversations and enable multiple AI agents to interact at the same time through the ServiceNow Otto panel.").
When you ask a question to the ServiceNow Otto panel premium chat, the agent understands the query and begins a flow. When you submit a message with multiple questions or requests, ServiceNow Otto panel premium chat answers them consecutively. It can reason, plan, and execute across AI agents, ServiceNow Otto panel topics, conversational actions and subflows, catalogs, Knowledge Base articles, custom skills, and any ServiceNow Otto supported skills to help you. You receive on-screen messages showing where the agent is in the agentic processing flow prior to receiving the response. After the processing completes, a View AI Steps
section header appears where you can expand and view the processing flow steps. You can stop the agentic processing flow at any time by selecting the End flow icon (![End flow icon.]()). After an action starts, it can't be stopped. Selecting the End flow icon only stops the subsequent processing
steps.
If your question is unclear or could apply to multiple topics, ServiceNow Otto evaluates your request and may ask for clarification before responding. This helps you receive a focused, relevant answer rather than an overwhelming list of results. If the assistant is confident it
understands your intent, it responds immediately without asking for clarification. If no relevant answer is found, the assistant displays a message and suggests an alternative, such as contacting support.
You can explore a response in more depth without asking your original question again. Follow-up requests such as "show more detail," "compare
sources," "summarize by theme," or "what's missing?" remain anchored to the same retrieved context. The context resets when you start a new conversation. You can also start a follow-up conversation in the ServiceNow Otto panel directly from a search result in workspace. When viewing a search result, select the follow-up option to open the ServiceNow Otto panel with the result as context for your next question.
Processing messages are short status updates that appear on-screen while ServiceNow Otto works on your request. They reflect what ServiceNow Otto is actively doing at each step, such as searching for information or analyzing a document, and update as each step completes. Processing messages don't appear for simple interactions such as
greetings, which are handled instantly.
When an agentic workflow requires your input before it can continue, the processing messages pause and no loading indicator is displayed. After you provide the
requested input, a new processing message appears to indicate that ServiceNow Otto has resumed processing your request.
When you view search results in a workspace, you can continue exploring a topic by asking a follow-up question in the ServiceNow Otto panel. Select Ask a follow-up from the search result to open the ServiceNow Otto panel and then enter your follow-up question in the input bar.
## Navigating from the ServiceNow Otto panel {#now-assist-panel-premium__section_nwb_h14_2cc}
You can navigate from the ServiceNow Otto panel without leaving the current conversation by entering a navigation request in the Ask ServiceNow Otto ... field. If you enter "navigate me to active incidents," ServiceNow Otto displays a button that enables you to view the active incidents.
## Chat summarization {#now-assist-panel-premium__section_tk5_g5c_tyb}
Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information.
To generate a chat summarization from the ServiceNow Otto panel, select Chat Summarization or enter summarize chat in the Ask ServiceNow Otto to field. You can also generate a chat
summarization by using the `/summarize` quick action in Agent Chat.
## Case or incident summarization {#now-assist-panel-premium__section_wyk_m3d_wyb}
Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information.
You can generate a case or incident summarization from the ServiceNow Otto panel for ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:
* For ServiceNow Otto for CSM, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
* For ServiceNow Otto for HRSD, select Summarize record or enter summarize a record in the Ask ServiceNow Otto to field.
* For ServiceNow Otto for ITSM, select Summarize incident or enter summarize an incident in the Ask ServiceNow Otto to field.
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## Resolution notes generation {#now-assist-panel-premium__section_lhz_s3d_wyb}
Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.
To generate resolution notes from the ServiceNow Otto panel, select Generate resolutions notes or enter generate resolutions notes in the Ask ServiceNow Otto to field.
## Streaming responses {#now-assist-panel-premium__section_mz1_bt2_1fc}
After you enter a question or request on the ServiceNow Otto panel, ServiceNow Otto gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows and combines them into a synthesized, comprehensive answer. Instead of waiting
for the entire message to render, the synthesized response streams in real time and stops streaming after delivery. An animated sparkle icon (![]()) appears while the response is generated and changes to the static sparkle icon after the response has fully loaded. Synthesized responses include inline citations that identify the sources used to generate the answer. Up
to three inline citations appear within the response. Select a citation to open the source in a new browser tab. To view all sources and related results, select Sources and more. External links, such as those
from web search results, open in a new browser tab. Your current tab and ServiceNow Otto conversation are not affected.
## Single search results {#now-assist-panel-premium__section_mxd_jf4_bjc}
When your request returns a single result, ServiceNow Otto displays a card with the most relevant fields for that record and fields with no information are hidden automatically. Fields with no information are hidden automatically to keep the response easy to read. The fields displayed are either configured by your administrator or determined automatically based on your query.
* People results: The card includes available contact and profile details. Select View profile to open the full profile in interactive view or select the org chart icon to view the person's position in the org chart.
* Records (such as incidents or assets): Select the link in the card to open the full record. The record opens in the current tab and the ServiceNow Otto panel automatically collapses to pinned mode. If the record can't open in the current tab, it opens in a new browser tab instead.
* Actions and topics: Select the card to launch the corresponding action or topic directly in the chat.
* Catalog items: Select the card to open the catalog form. To open the form in the current tab, select the pop-out icon. The ServiceNow Otto panel collapses to pinned mode. If the form can't open in the current tab, it opens in a new browser tab instead. If the catalog form contains links to additional content, selecting those links loads the new content within the same interactive view and a back button appears. Select the back button to return to the previously viewed content.
* Knowledge Base articles: Select the card to open the article. To open the article in the current tab, select the pop-out icon. The ServiceNow Otto panel collapses to pinned mode. If the article can't open in the current tab, it opens in a new browser tab instead. This works for both internal and external knowledge base sources. If the article contains links to additional content, selecting those links loads the new content within the same interactive view and a back button appears. Select the back button to return to the previously viewed content.
{#now-assist-panel-premium__ul_mbf_lf4_bjc}When only one result is found, the View all link does not appear at the end of the response. Records displayed in the response are not shown as citations in the sources panel.
## Switching between interactive views {#now-assist-panel-premium__section_l5g_5tp_bjc}
When a conversation contains more than one interactive view --- for example, a Knowledge Base article and a catalog form opened during the same conversation --- you can switch between them using the drop-down selector in the
interactive view header. The header always displays the name of the most recently opened interactive view. The first time you open a second interactive view in a conversation, a message appears letting you know you can use the
drop-down selector to switch between views. Each interactive view in the conversation is represented by a thumbnail card in the chat. The thumbnail card for the currently visible view shows Hide. Selecting a different view from the
drop-down selector updates the thumbnail card statuses accordingly --- the newly visible view shows Hide, and the previous view shows Show.
## Submitting catalog requests {#now-assist-panel-premium__section_kwk_35q_ljc}
You can submit catalog requests directly from the ServiceNow Otto panel without leaving the chat experience.
To submit a catalog request:
1. Open the ServiceNow Otto panel.
2. Find a catalog item through chat.
3. Select the item and a catalog form opens inline in the interactive view.
4. Complete the required form fields.
5. Select Submit. A confirmation message appears and your request record is created.
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## Catalog submission confirmation {#now-assist-panel-premium__section_pg3_3yp_ljc}
After you successfully submit a catalog item, a confirmation message appears with a View Details button that opens your submitted request record.
The View Details button behaves in the following ways:
* In ServiceNow Otto panel: Select View Details to open the submitted request record in the current tab. The ServiceNow Otto panel automatically shrinks to pinned mode.
* In pop-out windows: If you select the pop-out icon on a submitted catalog form, the new window displays the submission confirmation page with your request details, not a blank form to start over.
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## Unsaved catalog form changes {#now-assist-panel-premium__section_jnb_jvk_ljc}
If you start filling out a catalog form in the ServiceNow Otto panel and navigate to other content before submitting, such as selecting another catalog item or knowledge article, a confirmation modal appears asking whether you want to stay or leave without saving.
* To continue working on the catalog form, select Stay. The modal closes, and you return to the catalog form with your progress intact.
* To discard changes and view new content, select Leave without saving. The form closes, your unsaved data is discarded, and the content you selected appears in the interactive view.
{#now-assist-panel-premium__ul_r5z_vvk_ljc}
Note:
The discard warning modal does not appear when you switch conversations using Chat History. It only appears when navigating to different content within the same conversation.
## Multiple search results {#now-assist-panel-premium__section_ubn_zl4_bjc}
When your request returns multiple results from Knowledge Graph, ServiceNow Otto displays them in a table. Empty columns are hidden automatically to keep the table easy to read. The columns displayed are determined automatically based on your query.
* People results: Use the horizontal and vertical scrollbars to view additional rows or columns. Select a person's name to open their profile in interactive view or select the org chart icon to view their position in the org chart.
* Record results (such as incidents or assets): Select a record number to open the full record in the current tab. The ServiceNow Otto panel automatically reverts to pinned mode. If the record can't open in the current tab, it opens in a new browser tab instead.
{#now-assist-panel-premium__ul_vbn_zl4_bjc}A View all link appears at the end of the response. Selecting it opens a summary page showing all records in the current tab and the ServiceNow Otto panel reverts to pinned mode. If the records can't open in the current tab, they open in a new browser tab instead.
If your results include more than one type of record (for example, people and incidents), a separate View all link appears for each record type. Records displayed in the response are not shown as citations in the sources panel. When results include a mix of records and text content (such as knowledge base articles), ServiceNow Otto may display both a table and bullet points or text in the same response and related records appear above the Sources and more link. Select a record group --- such as users or assets --- to open the corresponding list in the current tab.
Note:
If you're using ServiceNow Otto in a portal, records and View all results open in a new portal tab.
## Fallback options {#now-assist-panel-premium__section_rs2_1qq_4fc}
A fallback state can occur whenever search results are unavailable. Scenarios where search results are unavailable include when ServiceNow Otto didn't understand the query, complaint small talk was found, or an error occurred. When search results are unavailable, the Search the web fallback option may appear. If you
select the Search the web fallback option, the web search mode is triggered and uses the internet to search for the results. Only the last query entered into the conversation is considered when entering web
search mode via this Search the web fallback option. For more information about where and how to enable fallback options, see [Manage an assistant chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
If ServiceNow Otto can't find relevant results for your query, or if an answer is based on limited evidence, ServiceNow Otto displays a message to let you know. It may also suggest ways to improve your results, such as rephrasing your query, broadening your search scope, or specifying a time frame or source.
If ServiceNow Otto can't find relevant results in your organization's internal content, an Include the Web button appears in the chat. Selecting it reruns your query with web results included and
turns on Include Web mode for the rest of the conversation. Unlike the Search the web fallback option, which only applies to your most recent query, selecting Include the Web expands all subsequent responses
to include web results.
Figure 4. Example of Search the web fallback option
*[\>]: and then