Branding your chat client
Summarize
Summary of Branding your chat client
This guide explains how to customize your ServiceNow chat interface to reflect your company’s brand. You can apply your own logos, bot avatars, UI color schemes, fonts, and customize the chat support menu shown to users. These branding customizations enhance user experience by aligning the chat client with your corporate identity.
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Note that for new ServiceNow customers (from Vancouver release onward), the chat widget is restricted to authenticated users by default. To allow unauthenticated users access, you must enable Public access in the Conversational Interfaces settings.
Key Features
- Multiple Branding Configurations: You can create unlimited branding setups per instance that apply to web chat and mobile clients, but not to integrations like Slack, Microsoft Teams, Workplace by Facebook, or Facebook Messenger. Branding for these platforms is configured separately according to their specific methods.
- Branded Bots: The default Virtual Agent bot uses the ServiceNow avatar. To create additional branded bots, you must create a user profile in the User [sysuser] table with a unique ID, name, avatar image, and activate the bot user. These branded bots can be assigned to one or multiple branding configurations.
- Supported Branding Elements:
- Organization Images: Company logos and bot avatars in supported image formats (.jpg, .png, .bmp, .gif, .jpeg, .ico, .svg). Images scale based on aspect ratio and appear as thumbnails in browser tabs when chat runs in a separate window.
- Colors and Fonts: Customize UI elements such as chat bubbles, buttons, and notifications by specifying colors using Hex or RGBA codes. Changes are previewed immediately in a sample chat window.
- Chat Support Menu: Customize support contact info (hours, phone, email), menu text, icons, and visibility of menu items. Icons must be in .svg format, preferably single-color for better resolution.
How to Create and Apply Branding
- Create a new user profile for each branded Virtual Agent bot you want, uploading the relevant avatar and activating the user in the system.
- Set up different Virtual Agent branding configurations for various organizations within your instance to tailor the chat experience accordingly.
- Modify or create branding configurations to change logos, colors, fonts, and chat menu items as needed to match your corporate branding guidelines.
Practical Benefits for ServiceNow Customers
By customizing your chat client branding, you provide a consistent and professional user experience that reinforces your corporate identity. You can manage multiple brand profiles for different departments or subsidiaries, create unique branded bots, and ensure your support contact information is clearly presented. This flexibility helps improve user trust and engagement with your Virtual Agent and chat support services.
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.
Multiple branding configurations
The default branding configuration includes the Virtual Agent bot, which has a ServiceNow avatar. If you want additional branded bots, create a user profile for each bot in the User [sys_user] table. Give your bot a unique user ID, name (for example, Acme), upload the photo (image) for your bot avatar, and make your bot active. For details on adding users to your instance, see Create a user.
Once created, you then select the bot to be used in a configuration. A branded bot can be used in a single configuration or in multiple branding configurations.
Supported branding items
- Organization images
- Images of company logos to be used in your chat windows. If you're using Virtual Agent, the images of avatars to be used for branded bots.
Images must be in .jpg, .png, .bmp, .gif, .jpeg, .ico, or .svg file format. The images can be high resolution, but the image display is scaled based on the aspect ratio. Keep in mind that if chat is run in its own browser window, a thumbnail of the branding logo displays automatically in the browser tab.
- Colors and fonts
- Colors and fonts used for the various user interface items, such as chat bubbles, buttons, and notifications displayed.
If you want to change the color of interface items, determine the Hex number or RGBA color for those items. When you specify the Hex or RBGA colors during configuration, you can immediately see your changes in the example chat window. To learn more about Hex numbers and RGB color specifications, see HTML Color Names (W3CSchools).
Figure 1. UI items in the chat window - Chat menu items
- Contact information for your support organization, such as support call hours, call center support phone number, and support email address. You can customize information in the support menu by adding or changing menu
items, including the text and icons displayed. You can also control the visibility of the menu items (show or hide menu options).
You can also change the default menu icons or add icons for new menu items. The icons must be in .svg file format. For better resolution, use a single-color icon.
Figure 2. Chat menu