---
title: Find policy information using chat
description: Use the chat to get direct answers to policy and procedural questions, with citations and links to the source knowledge articles.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/eslate-find-policy.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-04-26"
reading_time_minutes: 1
keywords: [policy search, conversational knowledge, citations, knowledge articles]
breadcrumb: [Chat assistance for catalog and knowledge, Tasks and requests, Working with EmployeeWorks capabilities, ServiceNow EmployeeWorks Web App, Unified Employee Experience, Employee Service Management]
---

# Find policy information using chat

Use the chat to get direct answers to policy and procedural questions, with citations and links to the source knowledge articles.

## Before you begin

A ServiceNow Otto or Now Assist chat conversational assistant is configured on the instance.

The knowledge articles that cover the policy are published and visible to your user criteria.

Role required: Employee

## About this task

The chat returns direct answers to policy and procedural questions and includes citations to the source knowledge articles. You ask follow-up questions about specific clauses without scanning the entire document.

## Procedure

1.  In the chat, enter a policy or procedural question in plain language, such as `What is the relocation policy to Texas?`

    The chat returns a direct answer drawn from the relevant knowledge articles.

2.  Review the answer and citations in the chat response.

    The response includes the full answer and links to the source articles. Select a citation to confirm that the source matches your need.

3.  Select a knowledge article link to open the article alongside the chat.

    The article opens in the content panel with full content, attachments, and inline feedback controls.

4.  Enter a follow-up question about the article content, such as `Does the relocation policy cover attorney fees?`

    The chat returns an answer drawn from the same article.

5.  Ask additional follow-up questions about related provisions.

    Follow-up answers stay grounded in the active article so that you review related provisions without re-reading the full document.


## Result

The chat returns a direct answer, links to the source article, and answers to follow-up questions grounded in the article content.