Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers.

Use the Conversational Interfaces Console to activate and configure Virtual Agent. Some of the general settings in the console are shared with other applications, such as Agent Chat.

Table 1. General chat settings
I want to... See these topics
Chat Client Display Options
Brand my bot Branding your chat client
Preview new or unread messages in a minimized chat window Enable message preview on the web client
Conversation Routing
Configure my bot to run in third-party messaging apps Virtual Agent integration with messaging apps.
Create pre-chat surveys Define pre-chat survey configurations
Create and use context variables to store chat-related information Configure context variables for storing chat-related information
Display or announce callback options to users through other ServiceNow apps Omnichannel Callback
Configure topic context intents Define topic context intent configurations
System Actions
Modify system chat messages Change Virtual Agent and Agent Chat system messages
Specify how links open from the chat window URL navigation in Conversational Interfaces
Configure my bot to detect sensitive data Configuring Sensitive Data Handler
Send email summaries of unread messages to users when they are inactive Sending missed chat activity emails
Table 2. Virtual Agent settings
I want to...See these topics
Get recommendations for Virtual Agent topics based on my data Quick start for Topic Recommendations
Configure performance tracking for Virtual Agent topics Create deflection configurations and patterns
Use Natural Language Understanding (NLU) for topic discovery

Configure Natural Language Understanding in Virtual Agent

Creating models (using NLU Workbench)
Create custom greetings and setup topics Configure a Virtual Agent chat experience
Determine which issues are routed to Virtual Agent first Configure and run an Issue Auto Resolution simulation
Send notifications to users in Virtual Agent

Configuring Virtual Agent notifications

Enable Virtual Agent notifications
Use AI Search to return fallback results for Virtual Agent Improving the user experience with AI Search
Detect and dynamically translate Virtual Agent topics into a different language Using language detection and dynamic machine translation in Virtual Agent

Virtual Agent security

Platform hardening for your instance is leveraged by Virtual Agent, so you should follow the overall platform hardening recommendations. For details, see Secure your instance.

For security details about Virtual Agent, refer to the following topics: