Activate ServiceNow Otto panel enhanced chat

  • Release version: Zurich
  • Updated September 26, 2025
  • 1 minute to read

    • Activate the ServiceNow Otto panel enhanced chat to enable your agents to use ServiceNow Otto skills, such as task summarization or navigation, in a side panel on the user interface.

    Before you begin

    You must install at least one ServiceNow Otto application before you can turn on the ServiceNow Otto panel.

    Role required: sn_nowassist_admin.nsa_admin

    About this task

    You must have the now_assist_panel_user role to have access to the ServiceNow Otto panel once you turn it on.

    To learn more about the ServiceNow Otto panel, and how it can assist your agents, see ServiceNow Otto panel.

    Procedure

    1. Navigate to All > Conversational Interfaces > Assistants.
    2. On the Assistants page, select ServiceNow Otto - Platform (default).Assistants screen for selecting ServiceNow Otto panel
    3. On the ServiceNow Otto Panel - Platform (default) page, select Display experience.ServiceNow Otto panel - Platform (default) screen.
    4. Select the Add agent experiences drop-down menu and then select Unified Navigation app shell.
    5. Select the ellipsis to change the chat experience from standard chat to enhanced chat.Display experience screen.
      Important:
      Switching to enhanced chat is permanent and can't be undone after you have selected Save and then Save and continue.
    6. On the Edit chat experience screen, select Enhanced chat.Edit chat experience screen.
    7. Select Save.
    8. If you want to use assistants, you must activate them.
      See Configuring assistants overview for information on activating assistants.

    What to do next

    For help with installation, see Solving installation and configuration issues with ServiceNow Otto.

    For examples of the ServiceNow Otto panel in action for ServiceNow Otto applications, see the following topics: