Now Assist in Virtual Agent system properties

  • Release version: Xanadu
  • Updated March 28, 2025
  • 2 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 Now Assist in Virtual Agent System Properties

    This document outlines system properties that allow ServiceNow customers to customize the Now Assist in Virtual Agent. These properties enable various features and settings to enhance the user experience and functionality of the assistant across different portals and platforms.

    Show full answer Show less

    Key Features

    • Enhanced Chat Pinning: Enable pinning a chat window for specific portals by creating a property with the URL suffix.
    • Attachment Limits: Set the maximum number of attachments allowed in a chat, with a default of 3.
    • Search Results Configuration: Control search results displayed in Virtual Agent, allowing for the choice between standard and Genius Results.
    • Need More Help Button: Configure the visibility of the "Need more help" button based on response types.
    • Knowledge Graph Integration: Enable querying and slot filling using Knowledge Graph to enhance user interactions.
    • Suggested Actions: Activate suggested actions post-user interaction that provide follow-up options and log actions for administrative review.
    • Synthesized Response Order: Modify the order of fallback and revisit options during conversations.

    Key Outcomes

    By utilizing these system properties, ServiceNow customers can improve user engagement and streamline interactions through tailored features. This customization leads to a more effective virtual assistant experience, ensuring users have the tools and support they need at their fingertips.

    Use system properties to customize your assistant. Some properties are available on a system properties form, but some lesser-used properties are available only from the System Property [sys_properties] table.

    Table 1. Now Assist in Virtual Agent system properties
    Property Description
    sn_nowassist_va.enhanced_chat_pin_enabled.<portal-url> Create a system property to enable pinning a chat window on a portal. In the system property, <portal-url> is the URL suffix for the portal application. For example, the system property for enabling a chat window in Employee Center would be sn_nowassist_va.enhanced_chat_pin_enabled.esc. By default, pinning a chat window is enabled for Service Portal. For all other portals, create the system property. For a list of URL suffixes, navigate to All > Service Portal > Portals.
    com.glide.cs.doc_qna.va_attachment.max_attachments Set the maximum number of attachments that can be attached at one time for the assistant. Default value = 3.
    now_assist_va_search_results_output_type.list Turn off regular results and only have Genius Results shown within Virtual Agent. Use the system property to access the Now Assist Search Results Output Types table. By default, regular results and Genius Results are shown for all channels (Android device, iOS, Web Client,Now Assist Panel, and Microsoft Teams). In the Search Results Type column, select Genius Search Result.Now Assist Search Results Output table.
    sn_nowassist_va.show_view_more_for_synthesized

    Show the Need more help button in a standard chat conversation. The Value field is empty by default so the button doesn’t appear. To show the Need more help button, enter regular, clarification, or regular,clarification.

    • regular: The Need more help button appears only for synthesized responses.
    • clarification: The Need more help button appears only for clarification responses. Clarification responses typically occur when an end user's response is too vague and clarification is needed for a more targeted response.
    • regular,clarification: The Need more help button appears for both synthesized responses and clarification responses.
    sn_ais_assist.enable_knowledge_graph_nlq Enable querying using Knowledge Graph in Now Assist in Virtual Agent. The default value is true.
    sn_ais_assist.kgnlq_schema_name Control the information available to Now Assist in Virtual Agent through Knowledge Graph. The default value is sn_kg.now_user_graph_nlq.
    sn_vad_genai.knowledge_graph.enabled Enable Knowledge Graph slot filling for Now Assist in Virtual Agent. The default value is false.
    sn_nowassist_va.enable_suggested_actions 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. These are the possible values:

    False = Suggested actions remain off with no background processes running.

    Log only = Feature runs in the background with no suggested actions shown in the UI. The suggested actions are logged in a table that is visible to admins.

    True = Shows the suggested actions in Now Assist in Virtual Agent and log only mode. Log only mode logs the actions predicted in a table that is visible to the admin.
    sn_nowassist_va.synth_response_revisit_position Change the order of the fallback and revisit options in a conversation. In the Value field, enter BEFORE_FALLBACK or AFTER_FALLBACK, and then select Update.

    View the table showing actions executed and corresponding suggested actions in the instance. The table is visible when the system property is set to Log only or True. The table location is: sys_now_assist_va_suggested_actions_result_log.

    Table 2. Actions executed and corresponding suggested actions
    Executing action name Executing action description SA1 name SA1 description SA1 model type SA2 name SA2 description SA2 model type