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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure

# Configuring Virtual Agent {#ariaid-title1}

Versão de lançamento: Brazil  
Atualizado 10 de set. de 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura  
Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your LLM users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.
If you want to specify custom setup topics or promoted topics that are displayed to your users in the chat window, make those topics active (published) so that they're available for configuration in the chat experience.

Role required: virtual_agent_admin or admin
Use the Conversational Interfaces Console to activate and configure Virtual Agent. Some of the general settings in the console are shared with other applications, such as Agent Chat.  
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| I want to... | See these topics |
|-|-|
| Display options ||
| Branding | [Branding your chat client](https://www.servicenow.com/docs/KI2Ck6G4ZPhtVJL8eQv8NA "Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.") |
| Message preview | [Enable message preview on the chat widget](https://www.servicenow.com/docs/ZhzgyHF42E~i~h0ANKRCqQ "Admins can allow their end users to see a preview of any new or unread messages waiting for them when the chat window is minimized.") |
| Public access | [Enable public access to the chat widget](https://www.servicenow.com/docs/jwoQSRtyJiXPmPgAvBnm0A "Enable public access to the standard chat Virtual Agent chat widget for portals.") |
| Channels and routing ||
| Channels | [Integrating Virtual Agent with messaging apps](https://www.servicenow.com/docs/eRb4LPJNa9y6FL3hhZ_vnA "Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance."). |
| Context variables | [Configure context variables for storing chat-related information](https://www.servicenow.com/docs/gQUwT6EIEDTAjEgJUIgo1g "Specify chat context variables, also called Live Agent chat variables, for storing chat-related information, such as pre-chat survey responses. These variables contain contextual information that can be used to determine topic intent or control how chats are routed to live agents. You can also define variables to capture contextual information passed in Virtual Agent topic scripts to share with live agents.") |
| System actions ||
| System messages | [Change Virtual Agent and Agent Chat system messages](https://www.servicenow.com/docs/pZ2ectRudPMGApqT6EvIpA "Customize the default system messages displayed during Virtual Agent conversations and Agent Chat.") |
| Missed activity emails | [Sending missed chat activity emails](https://www.servicenow.com/docs/yBMciXSkTZKoVDa7849LCg "Send email to users with summaries of chat messages sent to them while they were offline.") |
[Tabela 1. General chat settings]

{#configure-virtual-agent__table_kbf_kxv_fsb}  
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| I want to... | See these topics |
|-|-|
| Get recommendations for Virtual Agent topics based on my data |   |
| Configure performance tracking for Virtual Agent topics |   |
| Create custom greetings and setup topics | [Customizing a Virtual Agent chat experience](https://www.servicenow.com/docs/RHPDkiwRAOlCGR9TgpxETQ "Create different chat experiences for your end users based on the context in which they initiate a conversation with Virtual Agent.") |
| Determine which issues are routed to Virtual Agent first |   |
| Send notifications to users in Virtual Agent | [Configuring Virtual Agent notifications](https://www.servicenow.com/docs/DepL_oRO50kc_GMqn0nVsw "Send ServiceNow notifications directly to users via the Virtual Agent chatbot on supported messaging channels. Notifications can be simple informational messages for review, or actionable messages with buttons that users can select to perform certain actions.") [Enable Virtual Agent notifications](https://www.servicenow.com/docs/h3Cu9bWtXpdr4k2CpSWTdw "Enable Virtual Agent notifications so that your end users can receive notifications in supported Virtual Agent channels.") |
| Use AI Search to return fallback results for Virtual Agent |   |
| Detect and dynamically translate Virtual Agent topics into a different language | [Language detection and dynamic machine translation in Virtual Agent in enhanced chat](https://www.servicenow.com/docs/JmcHc2dDrR4pyvO2tPfiaQ "Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.") |
[Tabela 2. Virtual Agent settings]

{#configure-virtual-agent__table_grb_xf4_swb}

## Virtual Agent security {#configure-virtual-agent__section_cfw_dsg_vwb}

Platform hardening for your instance is leveraged by Virtual Agent, so you should follow the overall platform hardening recommendations. For details, see [Secure your instance](https://www.servicenow.com/docs/access?context=platsec-landing&version=brazil&pubname=brazil-platform-security&ft:locale=en-US).