---
title: Premium chat
description: ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multi-step agentic tasks, so you can handle more complex requests without leaving the panel.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/now-assist-panel-premium.html
release: australia
topic_type: concept
last_updated: "2026-03-24"
reading_time_minutes: 25
breadcrumb: [ServiceNow Otto panel, ServiceNow Otto Experiences, Exploring AI Admin Hub, AI Admin Hub, Enable AI experiences]
---

# Premium chat

ServiceNow Otto panel premium chat is an AI chat experience built into your ServiceNow environment. Ask questions, get answers from your organization's knowledge, and take action on records. It supports file uploads, web search, and multi-step agentic tasks, so you can handle more complex requests without leaving the panel.

**Important:**

-   Next Experience must be enabled to use the ServiceNow Otto panel. For more information, see [Considerations for activating Next Experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/next-experience-adoption-paths.md).
-   ServiceNow Otto panel must be activated before you can use it. See [Display your assistant on Platform or ServiceNow Studio](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/display-nap-assistant.md) for more information.
-   To use assistants, you must activate them first. See [Configuring assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md) for information on activating assistants.
-   To use the full capabilities of ServiceNow Otto panel, AI Search must be enabled for your portal. Without it, ServiceNow Otto panel functions in a limited capacity. Basic interactions such as predefined topic flows and simple questions and answers are available without AI Search. Knowledge article retrieval, AI responses grounded in instance content, and semantic search capabilities require AI Search. For more information, see [Enable and configure AI Search in Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/enable-ais-sp.md).
-   ServiceNow Otto skills must be enabled to appear on the ServiceNow Otto panel. For more information, see [Activate an AI skill](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/configure-a-now-assist-skill.md).
-   Conversational aspects of the ServiceNow Otto panel, such as skill detection, are powered by Now LLM Service.

To begin, select the ServiceNow Otto icon \[Omitted image "bus-ai-otto.svg"\] Alt text: to display the ServiceNow Otto panel.

\[Omitted image "na-panel-screenshot-example-premium-so.png"\] Alt text: ServiceNow Otto panel.

The ServiceNow Otto panel includes:

<table id="table_yzf_wkw_hzb"><thead><tr><th>

Item number

</th><th>

Description

</th></tr></thead><tbody><tr><td>

1 - Expand \[Omitted image "premium-chat-arrows-icon.png"\]

</td><td>

Expands the chat into a 90% screen-size window. The 90% screen-size window can’t be resized or moved. Selecting the icon again resizes the chat back into the floating window. You can also resize the chat window using the window's edges.

</td></tr><tr><td>

2 - Pin \[Omitted image "premium-chat-pin-icon.png"\] Alt text:

</td><td>

Positions, or pins, the ServiceNow Otto panel to the screen.

</td></tr><tr><td>

3 - Close \[Omitted image "premium-chat-down-arrow-icon.png"\] Alt text:

</td><td>

Closes the ServiceNow Otto panel.

</td></tr><tr><td>

4 - Chat history \[Omitted image "premium-chat-three-lines-icon.png"\] Alt text:

 Chat history with unread chats \[Omitted image "premium-chat-history-red-dot-icon.png"\] Alt text:

</td><td>

Displays the Chat History window. A red dot appears on the icon if you have any unread chats.

</td></tr><tr><td>

5 - New conversation \[Omitted image "premium-chat-pencil-icon.png"\] Alt text:

</td><td>

Starts a new ServiceNow Otto panel conversation.

</td></tr><tr><td>

6 - Page history

</td><td>

Displays previously viewed pages and sources. When you open any of the following items in the interactive view during a conversation, they appear here so you can easily move between them: -   Form catalogs
-   Knowledge Base articles
-   Attachments
-   Organization charts
-   People profiles

</td></tr><tr><td>

7 - Input bar

</td><td>

Enter your prompt or request.

</td></tr><tr><td>

8 - Voice input \[Omitted image "premium-chat-microphone-icon.png"\] Alt text:

</td><td>

If voice input is enabled, select the microphone icon and speak your message. Your speech is transcribed and appears in the input bar in real time. When you speak in the default language selected in your profile, your speech is transcribed into text in that same language.

**Note:** Voice input must be enabled by an administrator before it is available. Administrators can enable or disable voice input at the instance level. Individual users can also turn voice input on or off.

</td></tr><tr><td>

9 - Add files &amp; images/Include Web

 \[Omitted image "na-panel-premium-plus-icon.png"\] Alt text: Add files and images and Include Web options.

</td><td>

Add files and images

 Upload files during conversations to help the assistant interpret your request. The assistant reads uploaded files and uses that content to fill required fields and answer questions.

 You can also upload images to help the assistant interpret a visual situation. The assistant analyzes the uploaded content and can answer natural-language questions about it, generate summaries, and recommend or execute actions based on what it sees. For example:

-   Upload a screenshot of an error message and ask, "What error is shown here?"
-   Upload a photo of a damaged device and ask ServiceNow Otto to create an incident

When referencing visual content, the assistant can identify specific image regions in its response.

 Uploaded files are retained only during your active session and cleared automatically when the session ends. Supported file formats are:

-   PDF
-   JPEG
-   PNG
-   TXT
-   PPTX
-   DOCX
-   XLSX
-   CSV

You can upload a maximum of 10 files per conversation and a total upload limit of 50 MB. You can change the model provider at the instance level by navigating to **ServiceNow Otto Admin** &gt; **Skills** &gt; **Settings**. If the provider is set to anything other than Azure, the Add files &amp; images option isn't visible.

 Include Web

 If you select the Include Web option, the assistant's search is expanded to include internet results alongside internal knowledge base articles and catalog items. Your prior conversation context carries over when Include Web is enabled. However, sensitive personal information such as your name, email address, and phone number is removed before being shared externally. To help answer location-aware or company-specific questions, publicly available information such as your location and company name may be included in the web search. Responses indicate which parts of the answer come from web sources, and citations for web results show the page title and web link. The Include Web setting is preserved if you return to a past conversation that had it enabled.

</td></tr><tr><td>

10 - ServiceNow Otto message

</td><td>

Indicates that the answers are generated by AI. AI-generated responses may contain inaccuracies, so review them before you act on them.

</td></tr></tbody>
</table>If you select the Chat History icon \[Omitted image "premium-chat-three-lines-icon.png"\] Alt text:, the Chat History window appears:

\[Omitted image "na-panel-closed-chat-premium-so.png"\] Alt text: ServiceNow Otto panel showing new chat, active chats, and closed chats.

The Chat History panel displays the following items:

<table id="table_s4m_r1r_53c"><thead><tr><th>

Item

</th><th>

Description

</th></tr></thead><tbody><tr><td>

A - New Chat

 \[Omitted image "premium-chat-pencil-icon.png"\] Alt text:

</td><td>

Start a new conversation.

 You may be prompted with a greeting message along with any promoted conversational assets such as topics, subflows, and actions, or suggested queries. If more than 6 promoted topics are enabled, the first 6 topics appear along with a View all topics option that displays the complete list.

</td></tr><tr><td>

This record

</td><td>

Conversations related to the current record you're viewing.

 This section appears only when you're viewing a specific record, such as an incident or case. When you open the ServiceNow Otto panel while on a record, the most recent conversation associated with that record is automatically displayed. Conversations in this section are identified by the record number prefix in the conversation title—for example, INC0012345 — My laptop won't turn on. The same conversation may appear in both This record and Active sections if it's still in progress. When you navigate to a different record, the This record section updates to show conversations for the new record. When you navigate to a home page or list view, this section is hidden.

</td></tr><tr><td>

B - Active

</td><td>

Chats where you can continue the conversation.

 Unread chats are indicated with a red dot. Active chats include both record-specific conversations and general conversations. Record-specific conversations may also appear in the This record section if you're currently viewing that record. Active chats move to the Closed chats section after two hours of inactivity. Configure this 2-hour time limit in the Messaging Channels \[sys\_cs\_channel\] table. To change the inactivity time limit, select the **NASS** record from the Messaging Channels \[sys\_cs\_channel\] table and populate the **Conversation Idle Timeout** field. If more than 12 active chats are running, a **Show more** link appears. Selecting **Show more** displays an additional 10 chats.

 When you navigate to a record page, the panel displays the most recent conversation associated with that record in the This record section of Chat History. If you navigate away and return to the same record, the panel restores that conversation automatically. If you switch to a different record, the This record section updates to show conversations for the new record. Conversations tied to a specific record are identified by the record number prefix in the conversation title — for example, INC0012345 — My laptop won't turn on.

</td></tr><tr><td>

C - Closed

</td><td>

A chat closes when the designated time passes \(2 hours of inactivity\) or you receive this response: `It looks like you're finished with this chat, so I'll go ahead and close it.` Turn on closed chats by selecting the **Show closed chats** check box in **Conversational Interfaces** &gt; **Assistants** &gt; **\[Selected Assistant Name\]** &gt; **Chat experience** &gt; **Closed chats**. After being turned on, closed chats are displayed for as long as they're available in the Conversations \[sys\_cs\_conversation\] table. If more than four closed chats are available, a **Show more** link appears. Selecting **Show more** displays an additional 10 closed chats. Closed chats can't be reopened.Hovering over a closed chat displays the delete icon.

</td></tr></tbody>
</table>The ServiceNow Otto feedback icons panel consists of these elements:

\[Omitted image "na-panel-premium-feedback-icons-so.png"\] Alt text: Feedback icons on ServiceNow Otto panel.

\[Omitted image "na-panel-premium-feedback-icons-2.png"\] Alt text: More feedback icons on ServiceNow Otto panel.

**Note:** If search results involve personalized or user-specific information, you can't access more than 10 results even if they're available.

<table id="table_qzq_r2c_qfc"><thead><tr><th>

Element

</th><th>

Description

</th></tr></thead><tbody><tr><td>

1 - \[Chat name\]

</td><td>

The name of the conversation.

 If you select a promoted asset or query, that asset's title becomes the chat name. If instead you enter a prompt into the **Reply to ServiceNow Otto** field, your initial prompt becomes the chat name. The chat name appears in both the ServiceNow Otto subheader and **Chats list** &gt; **Active** section.

</td></tr><tr><td>

2 - Thumbs up \(like\) \[Omitted image "nap-thumbs-up.png"\] Alt text:

 Thumbs down \(dislike\) \[Omitted image "nap-thumbs-down.png"\] Alt text:

</td><td>

Select the thumbs up icon if the response was helpful, or the thumbs down icon if it wasn't.

</td></tr><tr><td>

3 - Copy \[Omitted image "nap-copy-icon.png"\] Alt text:

</td><td>

Copy the response.

</td></tr><tr><td>

4 - Download

 \[Omitted image "na-panel-premium-download.png"\] Alt text: Download options.

</td><td>

Displays a menu with options to download the conversation as a PDF or DOC file.

</td></tr><tr><td>

5 - Sources and more \[Omitted image "na-panel-premium-sources.png"\] Alt text: Sources and more option.

</td><td>

Opens a panel showing the sources used to generate the response, along with related content. From the panel you can select **View all results** to navigate to the global search page.

</td></tr><tr><td>

Interactive view \(\[Omitted image "nass-close-interactive-view-icon.png"\] Alt text: or \[Omitted image "nass-open-interactive-view-icon.png"\] Alt text:\)

</td><td>

**Note:** This icon appears in the subheader only when the interactive view is available.

 Open or close the interactive view. The interactive view appears to the right of the conversational chat area. The drop-down selector displays the names of all interactive views opened in the current conversation, including Knowledge Base articles, catalog forms, org charts, and other applicable widget views. Interactive view is only available in the following scenarios:

-   An organizational chart is available to view.
-   A document was uploaded and you choose to preview the document.
-   A file was generated and you select the file name to show the preview of the file output.

</td></tr></tbody>
</table>ServiceNow Otto panel is available on Next Experience and ServiceNow Studio. The following screenshots show the ServiceNow Otto panel in a workspace and on Core UI screens under Next Experience.

<table id="table_smr_n2b_xyb"><tbody><tr><td>

Next Experience

</td><td>

Core UI

</td></tr><tr><td>

\[Omitted image "na-panel-overview-example-premium.png"\] Alt text: Screen with ServiceNow Otto panel.

</td><td>

\[Omitted image "now-assist-panel-overview-ui16-example.png"\] Alt text: ServiceNow Otto panel on a Core UI incident form.

</td></tr></tbody>
</table>## Asking a follow-up question

Follow these steps to ask a follow-up question about specific text:

1.  Highlight the text you want to ask about.
2.  Select **Ask a follow-up**.

    \[Omitted image "nap-follow-up-1.png"\] Alt text:

3.  Your highlighted text appears above the input bar.

    \[Omitted image "nap-follow-up-2.png"\] Alt text:

4.  At the Ask a follow-up prompt, enter the question you'd like to ask about the specific text.

    \[Omitted image "nap-follow-up-3.png"\] Alt text:


## Response feedback

Each Virtual Agent response includes a feedback icons panel. The feedback icons panel appears on the latest Virtual Agent response and whenever you hover over any Virtual Agent response. You can indicate if the response was helpful by selecting the like thumbs up icon \[Omitted image "nap-thumbs-up.png"\] Alt text:. If the response wasn't helpful, select the dislike thumbs down icon \[Omitted image "nap-thumbs-down.png"\] Alt text:. When you select the thumbs up or thumbs down icon, you are prompted to provide detailed feedback by selecting one or more reason check boxes. You can also select **Other** to add comments or suggestions \(up to 300 characters\). After making your selection, select **Submit** to submit your feedback, or select **X** to close the dialog without submitting feedback. All submitted feedback is captured, stored, and made available through analytic dashboards.

\[Omitted image "feedback-panel-granular.png"\] Alt text: Thumbs down granular feedback dialog.

Depending on the context of the response, an additional go to search results icon \[Omitted image "nass-search-result-icon.png"\] may appear in the feedback icons panel. This icon appears alongside synthesized responses in Virtual Agent, clarifying questions in Virtual Agent, and regular search results or Virtual Agent fallback topics whenever a synthesized response is unavailable. Selecting the go to search results icon \[Omitted image "nass-search-result-icon.png"\] redirects you to the search results page and begins a search query using the last five chat utterances you entered.Additionally, a copy message icon \(\[Omitted image "dw-feedback-copy-message-icon.png"\]\) appears on received Virtual Agent responses.

## Multi-intent requests

When your request combines information from both internal and external sources, ServiceNow Otto breaks it into steps and handles each part separately before delivering a combined response. For example, if you ask ServiceNow Otto to find a product online and then order it through your company's catalog, ServiceNow Otto searches the web for the product information and executes the catalog item as separate steps. It then combines the results into a single cohesive answer. You receive on-screen processing messages as each step completes.

## Agentic conversations

Administrators must first turn on AI agents before end users can experience agentic conversations. ServiceNow Otto panel discovers and executes agentic workflows. For more information on agentic workflows, see [Agentic workflows](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/sn-aia-use-cases-list.md) and [Multiple conversations in AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/multiple-conversations-aia.md).

When you ask a question to the ServiceNow Otto panel, the agent interprets the query and begins a flow. When you submit a message with multiple questions or requests, ServiceNow Otto panel answers them consecutively. It can reason, plan, and execute across AI agents, ServiceNow Otto panel topics, conversational actions and subflows, catalogs, and Knowledge Base articles. It also works with custom skills and any ServiceNow Otto supported skills to help you. You receive on-screen messages showing where the agent is in the agentic processing flow before receiving the response. After the processing completes, a View AI Steps section header appears where you can expand and view the processing flow steps. You can stop the agentic processing flow at any time by selecting the End flow icon \(\[Omitted image "agentic-end-flow-icon.png"\] Alt text: End flow icon.\). After an action starts, it can't be stopped. Selecting the End flow icon only stops the subsequent processing steps.

If your question is unclear or could apply to multiple topics, ServiceNow Otto evaluates your request and may ask for clarification before responding. This helps you receive a focused, relevant answer rather than an overwhelming list of results. If the assistant is confident it understands your intent, it responds immediately without asking for clarification. If no relevant answer is found, the assistant displays a message and suggests an alternative, such as contacting support.

You can explore a response in more depth without asking your original question again. Follow-up requests such as "show more detail," "compare sources," "summarize by theme," or "what's missing?" remain anchored to the same retrieved context. The context resets when you start a new conversation. You can also start a follow-up conversation in the ServiceNow Otto panel directly from a search result in workspace. When viewing a search result, select the follow-up option to open the ServiceNow Otto panel with the result as context for your next question.

Processing messages are short status updates that appear on-screen while ServiceNow Otto works on your request. They reflect what ServiceNow Otto is actively doing at each step, such as searching for information or analyzing a document, and update as each step completes. Processing messages don’t appear for simple interactions such as greetings, which are handled instantly.

When an agentic workflow requires your input before it can continue, the processing messages pause and no loading indicator is displayed. After you provide the requested input, a new processing message appears to indicate that ServiceNow Otto has resumed processing your request.

When you view search results in a workspace, you can continue exploring a topic by asking a follow-up question in the ServiceNow Otto panel. Select **Ask a follow-up** from the search result to open the ServiceNow Otto panel and then enter your follow-up question in the input bar.

## Context switching

The ServiceNow Otto panel keeps separate conversation contexts for the records you view. You can have focused conversations about different records without losing your work.

When you open the panel on a record, such as an incident, case, or any ServiceNow form, new conversations that you create are automatically tied to that record. Selecting New Chat creates a conversation tied to the record only when you're viewing that record.

Each record keeps its own set of conversations. These conversations appear in the This record section of Chat History, and each title starts with the record number, for example, INC0012345 — My laptop won't turn on.

You can access conversations that aren't tied to a record or page from any page in your ServiceNow instance. They appear in the Active section of Chat History but not in the This record section. Use them for questions or tasks that don't relate to a specific record.

When you switch between records, the panel shows the conversations for the record you're viewing. For example, suppose you're in a conversation tied to Record A and you go to Record B. The panel shows the conversations tied to Record B and any active conversations that aren't tied to a record.

In LUX workspaces, the panel keeps a separate conversation context for each workspace and record combination. When you switch to a different workspace or record, the panel updates automatically to show conversations for your current context, so you can pick up where you left off.

When you open the panel or move between pages, the panel uses this priority to decide which conversation to show:

-   On a record: The panel shows the most recent conversation tied to that record. If the record has no conversations, the panel shows active conversations that aren't tied to a record.
-   Returning to a previous context: If you leave a record and return later, the panel restores your most recent conversation from that context, so you don't have to repeat information.

## Navigating from the ServiceNow Otto panel

You can navigate from the ServiceNow Otto panel without leaving the current conversation by entering a navigation request in the **Ask ServiceNow Otto ...** field. If you enter "navigate me to active incidents," ServiceNow Otto displays a button that enables you to view the active incidents.

## Chat summarization

Quickly learn the details of a chat by reading a chat summarization. The chat summarization gives you enough details about the chat so that your requester doesn't have to repeat the same information.

To generate a chat summarization from the ServiceNow Otto panel, select **Chat Summarization** or enter `summarize chat` in the **Ask ServiceNow Otto to** field. You can also generate a chat summarization by using the `/summarize` quick action in Agent Chat.

## Case or incident summarization

Quickly learn the details of a case or incident by reading a case summarization. The summarization gives you enough details about the interaction so that your requester doesn't have to repeat the same information.

You can generate a case or incident summarization from the ServiceNow Otto panel for ServiceNow Otto for CSM, ServiceNow Otto for HRSD, or ServiceNow Otto for ITSM:

-   For ServiceNow Otto for CSM, select **Summarize record** or enter `summarize a record` in the **Ask ServiceNow Otto to** field.
-   For ServiceNow Otto for HRSD, select **Summarize record** or enter `summarize a record` in the **Ask ServiceNow Otto to** field.
-   For ServiceNow Otto for ITSM, select **Summarize incident** or enter `summarize an incident` in the **Ask ServiceNow Otto to** field.

## Resolution notes generation

Quickly learn the details of how an interaction was resolved by generating and reading resolution notes.

To generate resolution notes from the ServiceNow Otto panel, select **Generate resolutions notes** or enter `generate resolutions notes` in the **Ask ServiceNow Otto to** field.

## Streaming responses

After you enter a question or request on the ServiceNow Otto panel, ServiceNow Otto gathers information from Knowledge Base articles, external content, product documentation, catalog items, and workflows. It combines them into a synthesized, comprehensive answer. Instead of waiting for the entire message to render, the synthesized response streams in real time and stops streaming after delivery. An animated sparkle icon \(\[Omitted image "icon-ai-sparkle.png"\] Alt text:\) appears while the response is generated and changes to the static sparkle icon after the response has fully loaded. Synthesized responses include inline citations that identify the sources used to generate the answer. Up to three inline citations appear within the response. Select a citation to open the source in a new browser tab. To view all sources and related results, select **Sources and more**. External links, such as those from web search results, open in a new browser tab. Your current tab and ServiceNow Otto conversation are not affected.

## Single search results

When your request returns a single result, ServiceNow Otto displays a card with the most relevant fields for that record. Fields with no information are hidden automatically to keep the response easy to read. The fields displayed are either configured by your administrator or determined automatically based on your query.

-   People results: The card includes available contact and profile details. Select **View profile** to open the full profile in interactive view or select the org chart icon to view the person's position in the org chart.
-   Records \(such as incidents or assets\): Select the link in the card to open the full record. The record opens in the current tab and the ServiceNow Otto panel automatically collapses to pinned mode. If the record can't open in the current tab, it opens in a new browser tab instead.
-   Actions and topics: Select the card to launch the corresponding action or topic directly in the chat.
-   Catalog items: Select the card to open the catalog form. To open the form in the current tab, select the pop-out icon. The ServiceNow Otto panel collapses to pinned mode. If the form can't open in the current tab, it opens in a new browser tab instead. If the catalog form contains links to additional content, selecting those links loads the new content within the same interactive view and a back button appears. Select the back button to return to the previously viewed content.
-   Knowledge Base articles: Select the card to open the article. To open the article in the current tab, select the pop-out icon. The ServiceNow Otto panel collapses to pinned mode. If the article can't open in the current tab, it opens in a new browser tab instead. This works for both internal and external knowledge base sources. If the article contains links to additional content, selecting those links loads the new content within the same interactive view and a back button appears. Select the back button to return to the previously viewed content.

When only one result is found, the **View all** link doesn't appear at the end of the response. Records displayed in the response are not shown as citations in the sources panel.

## Switching between interactive views

A conversation can contain more multiple interactive views — for example, a Knowledge Base article and a catalog form opened during the same conversation. Use the drop-down selector in the interactive view header to switch between them. The header displays the name of the most recently opened interactive view.

The drop-down selector shows all eligible sources opened in the current conversation:

-   Knowledge Base articles
-   Catalog forms
-   Organizational charts
-   Other applicable widget views

When you open a second interactive view, a message confirms you can use the drop-down to switch. Each view appears as a thumbnail card in the chat - the currently visible view shows Hide and others show Show. Selecting a view from the drop-down updates the cards accordingly. When you select KB articles, catalog sources, or file previews from the search panel and open them in the interactive view, they also appear in the drop-down selector for quick navigation.

## Viewing and downloading generated files

After ServiceNow Otto generates a file, it appears in a thumbnail card. You can select the download icon to download the generated file or select the file name to open it in the interactive view. Downloaded files use plain Microsoft Office templates with no ServiceNow branding applied.

These files generated by ServiceNow Otto display in an interactive viewer for these formats:

-   Microsoft Word \(.doc, .docx\)
-   Microsoft PowerPoint \(.ppt, .pptx\)
-   Microsoft Excel \(.xls, .xlsx\)
-   PDF

For unsupported file types, either a fallback file reader opens the file or an error message appears. You can navigate between file previews and other interactive view content—knowledge articles, catalog items, and more—without losing your conversation context.

## Submitting catalog requests

You can submit catalog requests directly from the ServiceNow Otto panel without leaving the chat experience.

To submit a catalog request:

1.  Open the ServiceNow Otto panel.
2.  Find a catalog item through chat.
3.  Select the item and a catalog form opens inline in the interactive view.
4.  Complete the required form fields.
5.  Select **Submit**. A confirmation message appears and your request record is created.

## Catalog submission confirmation

After you successfully submit a catalog item, a confirmation message appears with a **View Details** button that opens your submitted request record. The **View Details** button behaves in the following ways:

-   In ServiceNow Otto panel: Select **View Details** to open the submitted request record in the current tab. The ServiceNow Otto panel automatically shrinks to pinned mode.
-   In pop-out windows: If you select the pop-out icon on a submitted catalog form, the new window displays the submission confirmation page with your request details. It doesn't open a blank form to start over.

## Unsaved catalog form changes

If you start filling out a catalog form in the ServiceNow Otto panel and navigate to other content before submitting, such as selecting another catalog item or knowledge article, a confirmation modal appears asking whether you want to stay or leave without saving.

-   To continue working on the catalog form, select **Stay**. The modal closes, and you return to the catalog form with your progress intact.
-   To discard changes and view new content, select **Leave without saving**. The form closes, your unsaved data is discarded, and the content you selected appears in the interactive view.

**Note:** The discard warning modal doesn't appear when you switch conversations using Chat History. It only appears when navigating to different content within the same conversation.

## Multiple search results

When your request returns multiple results from Knowledge Graph, ServiceNow Otto displays them in a table. Empty columns are hidden automatically to keep the table easy to read. The columns displayed are determined automatically based on your query.

-   People results: Use the horizontal and vertical scrollbars to view additional rows or columns. Select a person's name to open their profile in interactive view or select the org chart icon to view their position in the org chart.
-   Record results \(such as incidents or assets\): Select a record number to open the full record in the current tab. The ServiceNow Otto panel automatically reverts to pinned mode. If the record can't open in the current tab, it opens in a new browser tab instead.

A **View all** link appears at the end of the response. Selecting it opens a summary page showing all records in the current tab and the ServiceNow Otto panel reverts to pinned mode. If the records can't open in the current tab, they open in a new browser tab instead.

If your results include more than one type of record \(for example, people and incidents\), a separate **View all** link appears for each record type. Records displayed in the response are not shown as citations in the sources panel. When results include a mix of records and text content \(such as knowledge base articles\), ServiceNow Otto may display both a table and bullet points or text in the same response and related records appear above the Sources and more link. Select a record group — such as users or assets — to open the corresponding list in the current tab.

**Note:** If you're using ServiceNow Otto in a portal, records and View all results open in a new portal tab.

## Fallback options

A fallback state can occur whenever search results are unavailable. Scenarios where search results are unavailable include when ServiceNow Otto couldn't interpret the query, compliant small talk was found, or an error occurred. When search results are unavailable, the **Search the web** fallback option may appear. If you select the **Search the web** fallback option, the web search mode is triggered and uses the internet to search for the results. Only the last query entered into the conversation is considered when entering web search mode via this **Search the web** fallback option. For more information about where and how to enable fallback options, see [Manage an assistant chat experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/manage-assistant-chat-experience.md).

If ServiceNow Otto can't find relevant results for your query, or if an answer is based on limited evidence, ServiceNow Otto displays a message to let you know. It may also suggest ways to improve your results, such as rephrasing your query, broadening your search scope, or specifying a time frame or source.

If ServiceNow Otto can't find relevant results in your organization's internal content, an **Include the Web** button appears in the chat. Selecting it reruns your query with web results included and turns on Include Web mode for the rest of the conversation. Unlike the Search the web fallback option, which only applies to your most recent query, selecting **Include the Web** expands all subsequent responses to include web results.

\[Omitted image "na-panel-premium-chat-fallback-so.png"\] Alt text: Search the web fallback option screen.

**Parent Topic:**[ServiceNow Otto panel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/now-assist-panel-overview.md)