---
sourceDocument: Brazil IT Operations Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-operations-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Operations Management

ft:clusterId :

    - itom

bundleId :

    - itom

workflow :

    - Technology


---

# Chat using ServiceNow Otto in Virtual Agent

# Chat using ServiceNow Otto in Virtual Agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use Digital End-User Experience (DEX) Virtual Agent to access chat-based support powered by ServiceNow Otto to find answers and guidance.

## Before you begin

DEX
Desktop Assistant \[sn_dex_desktop\] application must be installed. For more information, see [Install Application and Device Health](https://www.servicenow.com/docs/lvbU_Vdm6TylUJ9fpnKGcQ "Install the Digital End-User Experience (DEX) application (sn_dex) to start monitoring devices. Application and Device Health is included as a component of DEX.") and [Download and install Desktop Assistant](https://www.servicenow.com/docs/eU7eb7xWjk4P5iQLDZCJBg "Download and install Desktop Assistant by using operating system-specific installer commands, Desktop Assistant installers, or endpoint management solutions.").

Role required: sn_dex_desktop.user or sn_dex_desktop.admin

## Procedure

1. On the Desktop Assistant home page, select the Virtual Agent or chat icon ![]() that appears on the Desktop Assistant header.
2. In the chat window, enter your question in the Please type your request field and press Enter.
3. Use the prompts from ServiceNow Otto to create a ticket, check the status of an existing ticket, or resolve other issues you might have.  
   Note:  
   * To customize the topics that must be displayed and available on the Show me everything window, see [Build conversations in the Asset library in Assistant Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
   * To monitor and improve your device performance using ServiceNow Otto in Virtual Agent, see [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://www.servicenow.com/docs/aGdL1k1Cw5qaU9xjv3DwNw "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.")
   {#chat-using-now-assist__ul_hkt_rp3_x2c}