The Virtual Agent conversational interface captures an automated messaging session between the virtual agent and user. Users can see a list of all the topics that the bot can help with, enter a request, request a transfer to a live agent, send and receive attachments, and receive visual and/or audio notifications.

The web client interface uses the Service Portal web widget, which you can configure for custom service portals. This widget is available in the CSM, HR Service Delivery, and ITSM Service Portals.

Figure 1. Simple conversation example — web client
The web client window has icons to view support options and start a new conversation. Conversation elements include a welcome message, user and bot responses, and a closing message.
A simple conversation typically includes the following elements:
  • Default welcome message from the virtual agent, followed by the first prompt for the conversation. The initial prompt asks the user to type a question or to choose from a list of available topics.
  • User response to the first prompt. In this example, the user chooses the topic for checking an IT ticket.
  • Series of prompts, acknowledgments, and responses exchanged between the virtual agent and the user until the users reach their goals or complete their tasks. You can use different rich controls in bot prompts, for example, choice lists with buttons or a carousel of images to select an item.
  • Closing message to end the conversation.

When your users start a conversation with the bot, they can enter a request or see a list of everything that the bot can help with. If they choose to see everything, the chat window displays all topics available to the user. Your users can use the search box to filter the list of topics.

Figure 2. See all topics
List of All Topics displayed after user chooses to see everything the bot can help with.

The conversational interface offers your users several options to manage the conversation. Users can stop the current conversation and start a new one, contact support to access a live agent for immediate assistance, and control audible alerts for chats.

Figure 3. Support options menu
The Support options menu lets users talk to a live agent if available, call or email support, and change notification settings.

When users transfer to a live agent, the chat window header changes to indicate that they are now interacting with a live agent. The attachment and send icons are available in the chat window for uploading an image, text, or PDF file and sending it to the agent.

Figure 4. Live agent transfer
The chat window header no longer says "NOW Support." It now says, "LIVE AGENT."
During live chat, users can attach a file of any type (for example an image, text, or PDF file) and send it to the agent. The system automatically performs a virus scan on the file attachment. If the scan is successful, the file is sent to the agent.
  • If the scan fails, a message informs the user that the scan did not pass so that the user can correct the file and then upload the file again.
  • If the upload and virus scan process times out (the upload takes too long), a message tells the user that the file couldn't be processed and to try the file upload again.
Note: Most chat clients support file attachment uploads. However, the mobile chat client only supports file attachment uploads in bot conversations. Users cannot upload files in mobile chat with a live agent.
Your users automatically receive audio and visual alerts when they receive a message from a live agent or virtual agent.
  • The visual indicator displays the number of messages received, next to the chat icon in the Service Portal window. When the user opens the chat, the indicator number closes.
    Figure 5. New message alerts
    The chat icon displays the number 3 to indicate that there are 3 new messages in the chat window.
  • Your authenticated end users can enable or disable audible alerts of chats through the toggle switch on the chat menu (Contact Support).
  • Authenticated end users can also enable or disable the delivery of notifications through the toggle switch on the chat menu (Contact Support).
  • The default sound notification uses the sn_va_web_client_alert.mp3 audio file.
    • You can change the sound that requesters hear by uploading your own audio file. For details, see Manage audio files.
    • To turn off the audio notification for your instance, use the system parameter sysparm_disable_audio_notifications=true. For example: https://<your-instance name>.service-now.com/nav_to.do?sysparm_disable_audio_notifications=true