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Washington DC
|
- **[Now Assist in Virtual Agent](https://www.servicenow.com/docs/access?context=now-assist-in-va-landing&family=washingtondc&ft:locale=en-US)**
- Implement Now Assist in Virtual Agent conversations in Microsoft Teams and mobile channels.
- Test and preview topics in either the mweb or nowassistpanel channel.
- Added enhancements to Now Assist in Virtual Agent.
- Create or manage LLM virtual agents using a new option on the Conversational Interfaces admin console or the new Assistants tab.
- Filter analytics indicators in Now Assist in Virtual Agent Analytics using the new Assistant multi-select filter.
- Enable Genius Results generated by Now Assist in portal search from a link within the Review section of [\[Placeholder link text to key configure-now-assist-va\]](https://www.servicenow.com/docs/access?context=configure-now-assist-va&family=washingtondc&ft:locale=en-US).
- When a user types an irrelevant utterance in the middle of a topic, unified search sees whether there are any results found.
- **[LLM topic discovery in Virtual Agent](https://www.servicenow.com/docs/access?context=va-llm&family=washingtondc&ft:locale=en-US)**
- Create topics that use LLM instead of Natural Language Understanding \(NLU\).
- Analyze Now LLM responses to utterances while testing LLM topics.
- Get in-depth testing details for LLM topics using the new **Topic discovery** and **Edit variables** tabs.
- **[LLM support in Virtual Agent Designer controls](https://www.servicenow.com/docs/access?context=virtual-agent-controls&family=washingtondc&ft:locale=en-US)**
- [Input Collector user input control](https://www.servicenow.com/docs/access?context=va-ai-data-collector&family=washingtondc&ft:locale=en-US):
- Use the new Input Collector control in LLM topics to gather data from users and create instructions with generative AI.
- Drag nodes in and out of the Input Collector instead of deleting and adding new ones.
- Drag nodes from one Input Collector to another if you have multiple Input Collectors on your canvas.
- Use the **From** and **To** drop-down lists to reorder inputs from the node on the table view.
- Activate the **Confirmation message** option in the Input Collector to summarize your inputs. Submit the inputs or restart the input collection process, by selecting **Yes** or **No** options, or entering a reply in plain language.
- [Secure Text user input control](https://www.servicenow.com/docs/access?context=va-secure-text&family=washingtondc&ft:locale=en-US): Use the Secure Text control in LLM topics to gather and encrypt sensitive text, email, and other types of input from users.
- [Date Time user input control](https://www.servicenow.com/docs/access?context=va-date-time-input&family=washingtondc&ft:locale=en-US): Input DD-MM-YYYY format to the Date Time user input for regions using that format.
- **[Dynamically pick Virtual Agent notification actions](https://www.servicenow.com/docs/access?context=define-va-notif-actions&family=washingtondc&ft:locale=en-US)**
When authoring a Virtual Agent topic, you can pass one or more notification actions as parameters instead of a single, static action. All actions must be predefined for the notification.
- **[Hide or reveal the Show me everything button](https://www.servicenow.com/docs/access?context=hide-reveal-sme-button&family=washingtondc&ft:locale=en-US)**
Set the **glide.cs.disable\_show\_me\_everything** system property for NLU/Keyword topic discovery. Alternatively, update values found in the default Script Action Utility control in Virtual Agent greeting topics that use LLM topic discovery.
- **[System properties](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&family=washingtondc&ft:locale=en-US)**
The following new system properties affect AI Search results in mid-topic discovery:
- **com.glide.cs.gen\_ai.enable\_mid\_topic\_ai\_search**
- **sn\_nowassist\_va.enable\_mid\_topic\_ai\_search\_catalog\_result**
- **[Washington DC patch 1](https://www.servicenow.com/docs/access?context=va-parent-reference&family=washingtondc&ft:locale=en-US)**
Beginning with Washington DC patch 1, the following features are available:
- [Carousel user input control](https://www.servicenow.com/docs/access?context=va-carousel-input&family=washingtondc&ft:locale=en-US): Use the Carousel user input control in a LLM-enabled Virtual Agent topic to present a prompt and a horizontal series of labeled images.
- [Dynamic choice user input control property sheet](https://www.servicenow.com/docs/access?context=va-reference-choicelist&family=washingtondc&ft:locale=en-US): Use the **Allow the user to select more than one choice** field to allow users to choose multiple choices from the list display.
- [Latency feedback system property](https://www.servicenow.com/docs/access?context=latency-feedback&family=washingtondc&ft:locale=en-US): The **com.glide.cs.message.processing.enabled** system property notifies requesters with a temporary latency message whenever the LLM is processing their request in the Virtual Agent web client and Now Assist panel. This system property is off by default and the latency message varies depending on the LLM call.
- Use Virtual Agent API to support Now Assist experience across multiple provider channels. See [Enable Now Assist experience in Virtual Agent API](https://www.servicenow.com/docs/access?context=enable-now-assist-experience-in-virtual-agent-api&family=washingtondc&ft:locale=en-US) for more information.
- Use Bot Interconnect to support Now Assist enabled primary and secondary bot use cases.
- **[Washington DC patch 3](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=washingtondc&ft:locale=en-US)**
Beginning with Washington DC patch 3, the following features are available:
- [LLM topic migration](https://www.servicenow.com/docs/access?context=llm-topic-migration&family=washingtondc&ft:locale=en-US): The topic migration workflow in Virtual Agent Designer allows you to convert your existing NLU/Keyword topics into new large language-model \(LLM\) topics. The topic migration workflow is available to admin and topic\_migration\_admin roles.
- [Dynamic Choice user input control](https://www.servicenow.com/docs/access?context=va-reference-choicelist&family=washingtondc&ft:locale=en-US): Using a script, requesters can view their previously selected choice values and also view and search through secondary field data.
- [LLM assistant associations](https://www.servicenow.com/docs/access?context=llm-assistants&family=washingtondc&ft:locale=en-US): Any topic type can be associated with an LLM assistant. LLM topic blocks and custom controls that are not associated with an assistant, but are used within a topic that is associated with an LLM assistant, now display in the Topics page when filtering by the LLM assistant.
- [Now Assist in Virtual Agent guided setup entry point from Virtual Agent Designer](https://www.servicenow.com/docs/access?context=vad-additional-topics-list&family=washingtondc&ft:locale=en-US): Selecting either **Settings** or **Manage** on the Virtual Agent Designer Topics page opens the Conversational Interfaces Guided Setup workflow.
- [Assistant drop-down list](https://www.servicenow.com/docs/access?context=test-llm-topics&family=washingtondc&ft:locale=en-US): The **Assistant** drop-down list appears in the chat test window when testing from a single topic when the **Include topic discovery** option is selected or when testing active LLM assistant topics from the Virtual Agent Topics page. When a topic is associated with just one LLM assistant, the **Assistant** drop-down list defaults to that assistant name. If you have multiple assistants, select which assistant you want to work with using the **Assistant** drop-down list.
- [New Virtual Agent translation table](https://www.servicenow.com/docs/access?context=va-translation-tables&family=washingtondc&ft:locale=en-US): The Text Translations for Dynamic Translation \[sys\_cs\_dynamic\_translation\_text\] table stores copies of the translations found in the Message \[sys\_ui\_message\] table and previously dynamically translated messages.
- [Promote or demote Virtual Agent LLM topics](https://www.servicenow.com/docs/access?context=promote-demote-va-topics&family=washingtondc&ft:locale=en-US): Organize promoted LLM topics by assigning relative order values in the Promoted Skills \[sys\_cs\_context\_profile\_promoted\_skill\] table.
- [Topic Properties tab](https://www.servicenow.com/docs/access?context=vad-topic-properties-tab&family=washingtondc&ft:locale=en-US): Setup Topics will remain associated with an Assistant in the topic Properties tab.
- [Topic creation form](https://www.servicenow.com/docs/access?context=vad-topic-creation-form&family=washingtondc&ft:locale=en-US): Configure channels in LLM topics under Who can access this topic in the Advanced section of the Properties tab.
- **[New system property](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&family=washingtondc&ft:locale=en-US)**
The **com.glide.cs.field.boolean.show.choice\_picker** system property determines whether a Boolean node or a Dynamic Choice node with a single value displays to users whenever the Dynamic Choice node only has one single value associated.
- **[Conversational Analytics dashboard in Platform Analytics experience](https://www.servicenow.com/docs/access?context=VA-dashboard-landing-page-pae&family=washingtondc&ft:locale=en-US)**
The Conversational Analytics dashboard in Platform Analytics experience now meets the compliance requirements of data regulated market environments, for example, Government Community Cloud \(GCC\). Platform Analytics provides a unified interface for visualizing multiple data sources. The dashboard contains indicators and breakdowns for rich visualizations and detailed analysis.
- **[Washington DC patch 4](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=washingtondc&ft:locale=en-US)**
Beginning with Washington DC patch 4, the following features are available:
- [Create a topic form](https://www.servicenow.com/docs/access?context=vad-topic-creation-form&family=washingtondc&ft:locale=en-US): Associate LLM-enabled Topics, Setup topics, Topic blocks, Small talk topics, and Custom controls with the Now Assist in Virtual Agent LLM assistant.
- [LLM topic testing](https://www.servicenow.com/docs/access?context=test-llm-topics&family=washingtondc&ft:locale=en-US): Provide feedback to the Now LLM using thumbs-up and thumbs-down controls when testing Text, Static choice list, Dynamic choice list, Boolean, Date time, and Carousel user inputs.
- [Insert a header card in a Static Choice or Dynamic Choice control](https://www.servicenow.com/docs/access?context=insert-header-card-user-input-control&family=washingtondc&ft:locale=en-US): Toggle the Header card switch in the Advanced properties section of the LLM-enabled [Static choice list](https://www.servicenow.com/docs/access?context=va-static-choicelist&family=washingtondc&ft:locale=en-US) and [Dynamic choice list](https://www.servicenow.com/docs/access?context=va-reference-choicelist&family=washingtondc&ft:locale=en-US) user inputs, to add photos or YouTube videos.
- [Genius Results in chat preview window](https://www.servicenow.com/docs/access?context=test-llm-topics&family=washingtondc&ft:locale=en-US): Genius Results for LLM topics show skill \(topic\) discovery, knowledge base \(KB\) articles, and catalog items in the **Analyze test phrases** tab of the chat preview window.
- [Topic migration updates](https://www.servicenow.com/docs/access?context=migrate-nlu-llm&family=washingtondc&ft:locale=en-US): On the topic migration workflow's **Publish \(optional\) page**, select the LLM topic link to be redirected to that topic in Virtual Agent Designer through a new browser tab or window. Any edits that you make in Virtual Agent Designer are reflected in the topic migration's Publish \(optional\) page after refreshing.
- [Topic migration error log updates](https://www.servicenow.com/docs/access?context=llm-topic-migration-error-log&family=washingtondc&ft:locale=en-US): New error messages were added to the topic migration workflow in Virtual Agent Designer and existing error messages were updated.
- [NDS cards in Virtual Agent](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=washingtondc&ft:locale=en-US): Next Experience Design System \(NDS\) cards carousel now appears to requesters in the Virtual Agent whenever multiple results are found from a Genius Result. Feedback with thumbs up or thumbs down is possible on each NDS card.
- [Proactive Triggers work with LLM topics](https://www.servicenow.com/docs/access?context=proactive-triggers&family=washingtondc&ft:locale=en-US): Proactive Triggers can be used with LLM topics if Now Assist in Virtual Agent is set up.
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Xanadu
|
- **[AI agents in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=xanadu&ft:locale=en-US)**
View AI agents created in AI Agent Studio in Virtual Agent Designer.
- **Quick start tests for [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&family=xanadu&ft:locale=en-US)**
After upgrades and deployments of new applications or integrations, run quick start tests to verify that Virtual Agent works as expected. If you customized Virtual Agent, copy the quick start tests and configure them for your customizations.
- **Rich text for Static and Dynamic Choice controls: [Static Choice user input control](https://www.servicenow.com/docs/access?context=va-static-choicelist&family=xanadu&ft:locale=en-US) and [Dynamic Choice user input control](https://www.servicenow.com/docs/access?context=va-reference-choicelist&family=xanadu&ft:locale=en-US)**
Use rich text options when creating Static and Dynamic Choice nodes in ServiceNow® Virtual Agent Designer.
- **Virtual Agent Web Client branding: [Set up your Virtual Agent bot's branding](https://www.servicenow.com/docs/access?context=ac-configure-chat-branding&family=xanadu&ft:locale=en-US)**
Customize colors in the New Messages Above and New Messages Below banners in the chat window.
- **LLM topic type association: [Create a Virtual Agent topic](https://www.servicenow.com/docs/access?context=create-virtual-agent-topic&family=xanadu&ft:locale=en-US)**
Associate LLM Assistants to Setup topics, Topic blocks, and Custom controls.
- **[LLM topic testing](https://www.servicenow.com/docs/access?context=test-llm-topics&family=xanadu&ft:locale=en-US)**
Define an assistant on the Virtual Agent \(VA\) testing panel, when selecting Test All Active Topics with selecting an assistant.
- **[LLM Text bot response control](https://www.servicenow.com/docs/access?context=va-ai-response&family=xanadu&ft:locale=en-US)**
Use the LLM Text bot response control to generate messages in conversations using LLM topic discovery.
- **[Conversational Analytics dashboard in Platform Analytics experience](https://www.servicenow.com/docs/access?context=VA-dashboard-landing-page-pae&family=xanadu&ft:locale=en-US)**
The Conversational Analytics dashboard in the ServiceNow® Platform Analytics experience meets the compliance requirements of data regulated market environments, for example, Government Community Cloud \(GCC\). The dashboard contains indicators and breakdowns for rich visualizations and detailed analysis. You can access the dashboard by navigating to **All** > **Conversational Interfaces** > **Analytics**.
- **[New system properties](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&family=xanadu&ft:locale=en-US)**
Determine whether actions for Virtual Agent notifications and Proactive Triggers are created after completing the full topic migration workflow via the **com.glide.cs.notification.create\_llm\_actions\_after\_topic\_migration** and **com.glide.cs.proactive\_trigger.create\_llm\_actions\_after\_topic\_migration** system properties.
- **[NLU to LLM topic migration enhancements](https://www.servicenow.com/docs/access?context=llm-topic-migration&family=xanadu&ft:locale=en-US)**
- Migrate Virtual Agent notifications and Proactive Triggers actions on the Review connections step after publishing the newly migrated LLM topics in the NLU to LLM topic migration workflow.
- Review, edit, and test LLM topic descriptions against existing NLU utterances, if available, in the Review descriptions step. The Review descriptions step occurs after migration but before publication in the NLU to LLM topic migration workflow.
- Migrate NLU vocabulary sources automatically into either Dynamic Choice or Static Choice nodes, depending on the vocabulary sources setup in NLU.
- **[Max wait time queue allows LLM topic selection](https://www.servicenow.com/docs/access?context=awa-create-queue-triggers&family=xanadu&ft:locale=en-US)**
Select LLM topics to be chosen after the max wait time is met during a Now Assist in Virtual Agent conversation. ServiceNow® Advanced Work Assignment queue triggers support LLM topics whenever the **Trigger Type** field's value is **Max Wait** and you’re prompted to select a Virtual Agent topic.
- **[Catalogs for Virtual Agent](https://www.servicenow.com/docs/access?context=va-catalogs&family=xanadu&ft:locale=en-US)**
Search for and order services or products from catalog macroponents in Virtual Agent chat by using plain language. Customize the appearance of your catalogs to match your business’ branding.
- **[Integrating Now Assist in Virtual Agent with Microsoft Copilot](https://www.servicenow.com/docs/access?context=ms-copilot-na-va&family=xanadu&ft:locale=en-US)**
Use your Self-configured bot to connect with Microsoft Copilot. The process of integrating the Self-configured bot with Microsoft Copilot is similar to that of integrating the Self-configured bot with Microsoft Teams.
You can @-mention the bot name to initiate a chat within Copilot and Copilot provides you the response based on your utterance.
Microsoft Copilot, when integrated with Now Assist in Virtual Agent, understands the ServiceNow context and routes users to Now Assist to conduct ServiceNow -related questions and tasks within Microsoft Teams.
Use your Now Virtual Agent bot to connect with Microsoft Copilot by @-mentioning the bot name.
Support for using declarative agents with Self-configured bots and transferring to live agents is available.
Support for the default Now Virtual Agent bot plugin is available on the Microsoft Teams Store.
- **[Integrating Virtual Agent with enterprise messaging apps](https://www.servicenow.com/docs/access?context=integ-va-enterprise-apps&family=xanadu&ft:locale=en-US)**
Now LLM Service support for channels enables LLM-based conversations with Now Assist in Conversational Integration with Microsoft Teams and Conversational Integration with Slack.
The Now LLM Service support also provides new ServiceNow AI Search experience in channels with the following features:
- Legal disclaimers
- Pagination
- Search
- Generative AI Q&A card
- **[Configure rate limiting for providers](https://www.servicenow.com/docs/access?context=configure-rate-limit&family=xanadu&ft:locale=en-US)**
Configure rate limiting at the provider level to control the request flow for requests made within a stipulated time.
- **[Primary and secondary assistants are honored in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=llm-assistants&family=xanadu&ft:locale=en-US)**
View which conversational assets are applicable to primary or secondary assistants.
- **[Language detection for LLM conversations](https://www.servicenow.com/docs/access?context=dynamic-lang-detection-translation&family=xanadu&ft:locale=en-US)**
For Now Assist in Virtual Agent users, use language detection for your LLM conversations to improve your user's experience.
- **[Synthesized response](https://www.servicenow.com/docs/access?context=using-now-assist-in-va&family=xanadu&ft:locale=en-US)**
For Now Assist in Virtual Agent users, a synthesized response can appear. A synthesized response includes a brief summary of the requested information and search results along with Genius Results. Mid-topic switching can occur during a conversation with synthesized response. Users can continue with their original request or switch the conversation's focus.
- **[New system properties](https://www.servicenow.com/docs/access?context=r_AvailableSystemProperties&family=xanadu&ft:locale=en-US)**
The following system property was added to increase flexibility of the search results and response:
- **sn\_nowassist\_va.synthesized\_autostart\_items**: When synthesized response only returns a singular action, configure whether to directly launch into that action. By default, whenever synthesized response returns a single Virtual Agent topic, that action is auto-launched. The following actions can be configured to auto-launch:
- Synthesized response returns a single conversational catalog item.
- Synthesized response returns a single Virtual Agent topic, along with Knowledge Base information.
- Synthesized response returns a single conversational catalog item, along with Knowledge Base information.
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Yokohama
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- **[Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=yokohama&ft:locale=en-US)**
Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library \(previously Virtual Agent Designer\), and Analytics.
- **[Conversational settings](https://www.servicenow.com/docs/access?context=asset-lib-conv-settings&family=yokohama&ft:locale=en-US)Conversational settings**
Manage the settings for an asset directly from the Asset library page.
- **[Create a Virtual Agent topic](https://www.servicenow.com/docs/access?context=create-virtual-agent-topic&family=yokohama&ft:locale=en-US)**
Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer.
- **[Assistants in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=yokohama&ft:locale=en-US)**
The Now Assist Panel - Platform \(default\) assistant is now available in Virtual Agent Designer.
- **[AI Connector utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=yokohama&ft:locale=en-US)**
Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see [Managing AI agents](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=yokohama&ft:locale=en-US) and [Using AI agents in Virtual Agent topics](https://www.servicenow.com/docs/access?context=ai-agent-custom-skill&family=yokohama&ft:locale=en-US).
- **Virtual Agent Designer [Table bot response control](https://www.servicenow.com/docs/access?context=table-bot-response&family=yokohama&ft:locale=en-US)**
Slide the new **Show links for each record** toggle switch to activate links for each record in the output in your Virtual Agent conversation.
- **Virtual Agent server**
- In chatHandshake, set **dynamic\_step\_loader\_enabled** to `true` to send stacked Agentic AI messages to server. Set **dynamic\_step\_loader\_enabled** to `false` to avoid sending messages.
- Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini LLMs. For more information on surveys, see [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=yokohama&ft:locale=en-US).
- **[AI Connector Utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=yokohama&ft:locale=en-US)**
Link custom skills to generative AI to add their functionality to LLM conversations.
- **[AI agents and agentic workflows in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=yokohama&ft:locale=en-US)**
View AI agents and agentic workflows created in AI Agent Studio in Virtual Agent Designer.
- **[Shorten responses option for bot text response](https://www.servicenow.com/docs/access?context=va-text-response&family=yokohama&ft:locale=en-US)**
For bot text responses, use the **Shorten responses** toggle in Virtual Agent Designer to turn on the **Show more** option in the chat on the user side.
- **[Application scope for topics](https://www.servicenow.com/docs/access?context=vad-topic-creation-form&family=yokohama&ft:locale=en-US)**
Select the application scope for topics in Virtual Agent Designer.
- **[Synthesized response in Slack conversations](https://www.servicenow.com/docs/access?context=slack-synthesized-response&family=yokohama&ft:locale=en-US)**
Generate synthesized responses in Slack conversations with Now Assist.
- **[Virtual Agent feature support in Microsoft Teams conversations](https://www.servicenow.com/docs/access?context=va-teams-other-features&family=yokohama&ft:locale=en-US)**
Generate synthesized responses in Microsoft Teams conversations with Now Assist.
- **[Custom skills in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=managing-custom-skills&family=yokohama&ft:locale=en-US)**
View skills created in Now Assist Skill Kit in Virtual Agent Designer.
- **[Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=yokohama&ft:locale=en-US)**
Create chat surveys compatible with LLM-enabled user inputs, aside from the Carousel user input.
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Zurich
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- **[Assistant Designer](https://www.servicenow.com/docs/access?context=assistant-designer&family=zurich&ft:locale=en-US)**
Create and manage LLM-based chat and voice assistants within Assistant Designer, a centralized assistant administrator experience. Assistant Designer is comprised of three main areas: Assistants, Asset library \(previously Virtual Agent Designer\), and Analytics.
- **[Conversational settings](https://www.servicenow.com/docs/access?context=asset-lib-conv-settings&family=zurich&ft:locale=en-US)Conversational settings**
Manage the settings for an asset directly from the Asset library page.
- **[Integrating with Google Workspace](https://www.servicenow.com/docs/access?context=integrate-with-gsuite&family=zurich&ft:locale=en-US)**
Integrate Google Workspace chat with the ServiceNow® conversational interface features, including Virtual Agent, Natural Language Understanding \(NLU\), Notifications, and live agents.
- **[AI Connector utility](https://www.servicenow.com/docs/access?context=vad-ai-connector-utility&family=zurich&ft:locale=en-US)**
Select AI agents to handle tasks in the AI Connector utility. For more information on AI agents in Virtual Agent Designer, see [Managing AI agents](https://www.servicenow.com/docs/access?context=managing-use-cases-ai-agents&family=zurich&ft:locale=en-US) and [Using AI agents in Virtual Agent topics](https://www.servicenow.com/docs/access?context=ai-agent-custom-skill&family=zurich&ft:locale=en-US).
- **[Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&family=zurich&ft:locale=en-US) server**
- In chatHandshake, set **dynamic\_step\_loader\_enabled** to `true` to send stacked agentic AI messages to the server. Set **dynamic\_step\_loader\_enabled** to `false` to avoid sending messages.
- Pre-chat and post-chat surveys are now available for Anthropic Claude on AWS and Google Gemini large language models \(LLMs\). For more information on surveys, see [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&family=zurich&ft:locale=en-US).
- **[Create a Virtual Agent topic](https://www.servicenow.com/docs/access?context=create-virtual-agent-topic&family=zurich&ft:locale=en-US)**
Start the create flow for all supported conversational LLM assets directly from Virtual Agent Designer.
- **[Assistants in Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&family=zurich&ft:locale=en-US)**
The Now Assist Panel - Platform \(default\) assistant is now available in Virtual Agent Designer.
- **[Integrating Now Assist in Virtual Agent with Microsoft Copilot](https://www.servicenow.com/docs/access?context=ms-copilot-na-va&family=zurich&ft:locale=en-US)**
Custom Engine Agent \(CEA\) is replacing the legacy Microsoft bot framework, allowing Microsoft Copilot to discover Virtual Agent, Now Assist, and use multi-turn conversations.
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Australia
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- **[View assistants](https://www.servicenow.com/docs/access?context=view-assistants&family=australia&ft:locale=en-US)**
If you have the **com.snc.ex\_ai\_portal** \(Employee Slate\) app installed, the default Employee Slate assistant is shown, and Employee Slate is mapped to it by default. The default Employee Slate assistant can be activated, deactivated, edited, and tested. It can’t be deleted.
- **[Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US)**
The default Employee Slate assistant comes with premium chat. Premium chat is a contextual chat experience that appears throughout the platform, adapting its behavior and interface based on where users are and what they’re doing.
- **[Brand an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US)**
For the default Employee Slate assistant, configure premium chat branding. Select and configure the chat header, chat logo, and chat menu items such as a phone number, email, and link.
A **Channels** section is shown for Now Assist in Virtual Agent assistants and the default Employee Slate assistant if a channel is configured in the display experience.
- **[Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US)**
Depending on your configuration, different greeting, closing, and fallback options may appear. Legacy messages \(chat messages\) and legacy fallbacks \(chat fallbacks\) are shown when at least one display experience has standard chat or enhanced chat. Premium messages and premium fallbacks are shown when at least one display experience has premium chat.
- **[Test a chat assistant](https://www.servicenow.com/docs/access?context=test-assistant&family=australia&ft:locale=en-US)**
Test your chat assistant \(standard, enhanced, or premium chat\) to simulate an end-to-end conversation before moving your experience into a production environment.
- **[ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&family=australia&ft:locale=en-US)**
The ServiceNow AI Platform now brings you a new AI experience with three licensing tiers available:
- Foundation: AI basics to deliver insights
- Advanced: AI to boost productivity across relevant use cases
- Prime: Act autonomously with all AI assets, and create your own
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents.
- **[Premium chat experience for Now Assist Panel - Platform \(default\) assistant](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
The Now Assist Panel - Platform \(default\) assistant now has the premium chat experience configured by default.
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