--- sourceDocument: Brazil ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/servicenow-platform Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Catalog Agent conversational status conditions # Catalog Agent conversational status conditions {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Catalog Agent conversational status conditions Catalog Agent conversational status conditions define the criteria that enable a catalog item to deliver a fully conversational experience within ServiceNow's Premium chat interface, powered by Otto. This conversational mode allows requesters to order catalog items through guided dialogues instead of traditional forms, enhancing user engagement and simplifying the request process. Show full answer Show less ## Key Conditions Affecting Conversational Eligibility * **Global Conversation Disable:** If the `turnoffnowassistconversation` property is set, the catalog item is excluded from Premium chat regardless of design. * **Non-Conversational Flag:** Items flagged with `makeitemnonconversational` open as traditional forms, suitable for complex requests requiring structured input. * **Question Threshold:** Catalog items exceeding the configured maximum number of questions (default is 4, controlled by `snnowassistcr.og.questionthreshold`) are considered too complex for natural conversational flow. * **Client-Side Scripts and UI Policies:** Items using dynamic client-side scripts or UI policies that alter form behavior during data entry are incompatible with the chat interface because these behaviors depend on traditional form rendering. * **Field Visibility and Defaults:** Items where all fields are hidden, pre-filled, or read-only offer no conversational interaction and thus are not eligible. * **Unsupported Question Types:** Certain variable types such as check boxes, custom UI pages, list collectors, attachments, and table questions are not supported in conversational mode. * **Advanced Filtering Fields:** Fields that require complex filtering or selection from lists cause the item to revert to the traditional form experience. * **Pricing Impact:** Items with questions that affect cost or pricing cannot be handled conversationally due to limitations in the chat interface. * **Repeating Table Inputs:** Inputs that allow multiple rows of information (e.g., ordering accessories for multiple employees) are not supported in conversational mode. * **Complex Item Types:** Order guides, wizards, content items, and standard change templates are structurally too complex and open as traditional forms. ## Variable Types Impacting Conversational Mode Variable types such as Lookup Multiple Choice, Lookup Select Box, and Requested For (Single) are described, with some being incompatible with conversational experience depending on their complexity and usage. ## Practical Guidance for ServiceNow Customers * Catalog items that do not meet these conditions still function but open as traditional forms in Premium chat. * Adjustments to existing catalog items---such as reducing visible questions, removing client scripts, or changing field types---can often enable items for conversational use without rebuilding from scratch. * Understanding and applying these conditions helps customers optimize their catalog items for enhanced engagement through conversational AI, improving user experience and efficiency. Conditions that determine whether a catalog item can deliver a fully conversational experience in the Premium chat interface. Premium chat is a conversational interface powered by ServiceNow Otto. Instead of filling out a traditional form, requesters can request catalog items through conversations. For a catalog item to work in this mode, it must meet certain conditions. * The conversation is turned off using the turn_off_nowassist_conversation property, preventing the item from appearing in Premium chat mode, regardless of how the item is designed. * The catalog item has been flagged to open as a form and not a chat using the make_item_non_conversational property. This is used for complex items where a structured form is preferred over a guided conversation. * When a catalog item has more than the configured maximum number of questions (using the sn_now_assist_cr.og.question_threshold property, which has a default value of 4), it can be complex to handle as a natural back-and-forth conversation. * Catalog items use client-side scripts that change the form dynamically as the user fills it in. For example, hiding certain fields based on earlier answers, or running a calculation. These scripts only work in a traditional browser form and can't be replicated inside a chat window, so the item can't be made conversational while these scripts are active. * Similar to scripts, UI policies are rules that change what requesters see on the form based on their inputs. Because these rules depend on the form rendering in a browser, they aren't compatible with the step-by-step chat approach. * Every field on the catalog item is either hidden from the user, pre-filled with a default value, or set to read-only. Since there are no questions left, there is nothing for a conversational experience to do. * Some question types, such as check box, Custom, Render UI Page, Custom with Label, Lookup Select Box, List Collector, Lookup Multiple Choice, Masked, Table Question, Requested For, Attachment Question, and Table Name, aren't supported. * Some fields let users pick a value from a list (for example, choosing a specific laptop model from a catalog). Items with this kind of advanced filtering fall back to the traditional form. * If any question on the catalog item influences the cost or pricing of what is being requested, the item can't be handled conversationally. Pricing implications aren't supported in the chat interface. * Some catalog items include a section where the user can add multiple rows of information. For example, ordering accessories for several employees at once. This kind of repeating, table-style input is not supported in a Premium chat interface. * Certain catalog item types, such as order guides, wizard, content items, or standard change templates, have a structure that is more complex than a simple request. These types aren't eligible for the conversational experience and open as a traditional form. {#catalog-conv-limitations__ul_k12_4c3_cjc}{#catalog-conv-limitations__catalog-conv-limitations-whatisnextwave-1__entry__2} | Variable type | Description | |-|-| | Lookup Multiple Choice | Presents multiple options sourced from a lookup table, where the user can select one or more values. | | Lookup Select Box | Presents a single-selection list sourced from a lookup table. | | Requested For (Single) | Captures the identity of the person for whom the catalog item is requested, supporting single-user selection. | [Table 1. Catalog Agent variable types] Note: * Conversational catalog items that don't support agentic AI may be discoverable, but they don't appear within the conversation in the Premium chat experience. These catalog items open as forms that requesters can fill out and submit. * Meeting these requirements doesn't require rebuilding a catalog item from scratch. Often, small adjustments, such as reducing the number of visible questions, removing an unused client script, or switching a field type, are enough to make an item eligible for the full agentic AI experience. {#catalog-conv-limitations__ul_izt_hyp_1jc}