Link your ServiceNow user account to a messaging application for Virtual Agent conversations
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- UpdatedJan 30, 2025
- 2 minutes to read
- Yokohama
- Virtual Agent
Link your ServiceNow user account to a messaging application for Virtual Agent conversations
Link your ServiceNow account to a third-party messaging application to access non-public Virtual Agent topics that use ServiceNow records.
Before you begin
About this task
If the same email account is defined for both your messaging and ServiceNow accounts, then when you first use the Virtual Agent, your messaging account is automatically linked to your ServiceNow account.
However, after you unlink your messaging account from your ServiceNow account (using the logout command), then each time you start a new Virtual Agent session, the bot gives you the option to link to your ServiceNow account or continue as a guest. The authentication step (linking) occurs in your instance or in a specific Service Portal, as set by your admin.
Procedure
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Select Link to ServiceNow to authenticate.
Authentication directs you to your instance or a specific Service Portal set by your admin. If you're not already logged in to your instance or a Service Portal, you’re prompted to enter your login credentials.
Note: If a user is unlinked or continued as a guest, notifications are disabled. Also, only the public topics are discoverable.Figure 1. Check out Tips 
Related Content
- Redirect user authentication to a Service Portal
After installing a pre-built Conversational Integration (for messaging apps, Consumer apps or voice apps), you can specify a Service Portal in which unauthenticated end users complete the user authentication step (user account linking), instead of in their ServiceNow instance. Users who do not have linked accounts complete authentication before continuing with the virtual agent in the messaging application.