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Zurich
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- **[Testing assistant conversations](https://www.servicenow.com/docs/access?context=evaluations-ad&family=zurich&ft:locale=en-US)**
Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth.
- **[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 [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 asset](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 ServiceNow Otto for 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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- **[Cancel live agent request](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
In premium chat, select the **Cancel** button on the banner while a live agent request is in process to cancel the request. After the request is canceled or the live agent connects to the chat, the banner disappears from chat.
- **[Configure voice settings for a chat assistant](https://www.servicenow.com/docs/access?context=manage-chat-voice-exp&family=australia&ft:locale=en-US)**
Turn voice dictation on or off for an assistant on the **Voice experience** page. For ServiceNow Otto for Virtual Agent assistants, voice dictation is only available for premium chat. For ServiceNow Otto panel – Platform assistant, voice dictation is available for all chat experiences.
**Note:** Voice dictation was previously known as voice input, which was enabled from within [Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US).
- **[Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US)**
For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available.
- **[Non-English language recognition for voice input](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
When you speak in the default language selected in your profile, even if this language is non-English, your speech is transcribed into text in that same language.
- **[Testing assistant conversations](https://www.servicenow.com/docs/access?context=evaluations-ad&family=australia&ft:locale=en-US)**
Measure the quality of your conversational assistant at scale with automated evaluations in Assistant Designer. Choose the metrics that define success for you, such as conversation success, conversation fluency, faithfulness, skill selection accuracy, and turn count. You can run them against your own test data set and ground truth.
- **[Add the portable chat widget to a 3rd-party website](https://www.servicenow.com/docs/access?context=add-portable-va-client-website&family=australia&ft:locale=en-US)**
Embed the chat widget for enhanced chat on third-party websites.
- **[View all topics on the premium chat greeting screen](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
Select **View all topics** on the chat’s greeting screen to show all promoted topics in premium chat.
- **[Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US)**
For eligible new customers, premium chat is the default and the only available chat experience. If the assistant uses the Now LLM provider, the premium chat option isn't available.
- **[View Live Agent status updates](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
Routing messages and section headers indicate when the live agent has entered and left the chat in premium chat conversations.
- **[Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=australia&ft:locale=en-US)**
Premium chat prefills messages with legacy messages that were previously configured in your standard or enhanced chat experiences.By default, portals and mobile apps that have enhanced chat with a dynamic, movable, and resizable window use the assistant search profile for both portal/mobile search and the assistant search. Admins can now turn off this behavior and continue to use the portal/mobile search profile independently.The **Include AI Responses** column shows whether the search source is included in the synthesized response. Within Assistant Designer, the setting is read-only. However, it can be modified in AI Search Admin console.
- **[Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US)**
Mobile custom apps support configuration of enhanced chat and premium chat display options, with availability dependent on the widget's current configuration.
- **[Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US)**
If you configured legacy messages and legacy fallbacks, your premium messages and premium fallbacks are prefilled with what you had in your legacy messages and legacy fallbacks. In this release, closing topics, closing messages, and survey topic are now prefilled.Closing topic, closing message, and survey topic are available for standard, enhanced, and premium chat for Now Assist in Virtual Agent.
- **[Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=australia&ft:locale=en-US)**
When editing an assistant with premium chat, create, edit, or delete prompts from the prompt library. Prompts help users ask better questions and get more accurate answers. Use the prompt library to manage prompts that users see in premium chat. Create your own prompts or use the default prompts.
- **[Prompt library](https://www.servicenow.com/docs/access?context=now-assist-prompt-library&family=australia&ft:locale=en-US)**
Browse and select from promoted prompt templates or save your own custom prompts, eliminating the need to retype frequently-used prompts within your chats. Access your reusable templates instantly from the omnibar for faster, more consistent conversations.
- **[View uploaded documents in interactive view](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
When in premium chat conversations, you can upload a document and view it in the interactive view.
- **[Assign search sources](https://www.servicenow.com/docs/access?context=add-info-sources-assistant&family=australia&ft:locale=en-US)**
For premium chat, catalog items have improved fluidity; however, some of them are no longer conversational. They’ll open in a catalog form instead. This applies to Now Assist in Virtual Agent assistants and Now Assist panel – Platform assistant.
- **[Select a display experience](https://www.servicenow.com/docs/access?context=display-assistant-portal-channel&family=australia&ft:locale=en-US)**
- If your instance is eligible, you can opt into the premium chat experience. ServiceNow performs a set of readiness checks to see if your instance is eligible for 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.
- An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.
- When editing the display experience of an existing portal or mobile widget, chat experience options depend on the existing configuration.
- For channels, select channels from the **Add channels** drop-down list that integrate with the assistant.
- For Microsoft Teams, edit the channel to toggle between standard and premium chat.
- **[Display assistant on Platform or ServiceNow Studio](https://www.servicenow.com/docs/access?context=display-nap-assistant&family=australia&ft:locale=en-US)**
An alert is shown when the instance is eligible for premium chat or when there is a possible delay for premium chat to appear as an option on your instance.
- **[Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US)**
Customize an assistant’s tone, response length, and persona in the **Personalization** section when branding your assistant. By default, personalization is hidden.To enable personalization, set the appropriate values in the **sn\_nowassist\_va.assistant\_personalization** system property. For more information, see [ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US).
- **[Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US)**
For Now Assist in Virtual Agent assistants, voice input is available for premium chat.For Now Assist panel – Platform assistant, voice input is available for standard, enhanced, and premium chat.
- **[Manage chat experience](https://www.servicenow.com/docs/access?context=manage-assistant-chat-experience&family=australia&ft:locale=en-US)**
For premium chat, you can select a topic for fallback options.For premium messages, select the default greeting message, static greeting message, or select a custom topic. The static greeting message allows you to customize message.For premium chat, your premium messages and premium fallbacks are pre-filled with your legacy messages and legacy fallbacks.
- **[Edit a chat assistant](https://www.servicenow.com/docs/access?context=edit-assistant&family=australia&ft:locale=en-US)**
View **All assets** to see the assets that are assigned to an assistant.There is no limit to the number of assets that can be promoted.If an active asset is promoted, and later is set to inactive, the asset is not shown in the **Discoverable**, **Visible**, and **Promoted** lists.
- **[ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US)**
Use the **sn\_nowassist\_va.assistant\_personalization** system property to show or hide chat personalization when branding an assistant. Personalization determines the tone of the assistant, response length, and persona.
- **[Post-chat surveys](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
Collect user feedback in premium chats through post-chat surveys that trigger on agent task completion instead of waiting for a chat-end event. When an agent completes a task in an agentic flow, the survey can surface based on a configured probability, enabling you to gather insights that were previously unavailable.
- **[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 and personalize 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.
- **[Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&family=australia&ft:locale=en-US)**
Use the **Test Assistant** button to test your LLM assistant in Standard, Enhanced, and Premium Chat, after adding chat experiences in Assistant Designer's **Assistants** tab.
- **[Now Assist in Virtual Agent on mobile](https://www.servicenow.com/docs/access?context=now-assist-mobile-va&family=australia&ft:locale=en-US)**
Use the modified version of Now Assist in Virtual Agent on your mobile device. This redesigned version adapts to smaller screens without losing functionality or clarity.
- **[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.
- **[Switch between interactive views](https://www.servicenow.com/docs/access?context=nava-integrated-chat&family=australia&ft:locale=en-US)**
In premium chat conversations, switch between multiple interactive views through the drop-down selector including Knowledge Base articles, catalog forms, org charts, and AI agent widgets.
- **[Assign Model Context Protocol \(MCP\) servers to an assistant](https://www.servicenow.com/docs/access?context=assign-mcp-servers&family=australia&ft:locale=en-US)**
Admins can assign configured Model Context Protocol \(MCP\) servers to assistants. Role-based access can be configured for each assigned MCP server to control which users can access MCP-provided capabilities through the assistant.
- **[Brand and personalize an assistant](https://www.servicenow.com/docs/access?context=brand-assistant&family=australia&ft:locale=en-US)**
Enable estimated wait time for the next live agent. When enabled, users see the estimated wait time for the live agent in the chat menu item.
- **[Enable additional chat features](https://www.servicenow.com/docs/access?context=additional-chat-features&family=australia&ft:locale=en-US)**
Premium chat now supports uploading documents directly into a conversation.
- **[Review settings](https://www.servicenow.com/docs/access?context=review-assistant-settings&family=australia&ft:locale=en-US)**
The MCP servers section shows which users can access Model Context Protocol \(MCP\)-provided capabilities through the assistant.
- **[ServiceNow Otto for Virtual Agent system properties](https://www.servicenow.com/docs/access?context=nava-sys-props&family=australia&ft:locale=en-US)**
Personalization is now shown by default.
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