The ServiceNow® Agent Chat application enables agents to interact directly with end users through chat. Agent Chat was enhanced and updated in the Xanadu release.

Agent Chat highlights for the Xanadu release

Trigger Now Assist to generate a recommended response while interacting with users in Agent Chat.

See Agent Chat for more information.

Important: Agent Chat is available in the ServiceNow Store. For details, see the "Activation information" section of these release notes.

New in the Xanadu release

Using Agent Chat
Trigger Now Assist while interacting with users in Agent Chat to generate a recommended response. You can edit the recommended response or have Now Assist shorten or lengthen it.
Using Agent Chat
Agent Chat supports multiple languages in chat summarizations.
Configure when and to whom chat summarization is available by specifying channels and roles in the Now Assist Admin console.

Activation information

Agent Chat is a Now Platform feature that is available with activation of the Agent Chat plugin (com.glide.interaction.awa). For details, see Configuring Agent Chat.

Related ServiceNow applications and features

Virtual Agent
Provide your employees and customers with a friendly messaging interface, featuring prebuilt conversations powered by artificial intelligence.