Configure Virtual Agent conversation topics for legal services

  • Release version: Yokohama
  • Updated July 31, 2025
  • 1 minute to read

    • Create or modify Virtual Agent conversation topics for legal services.

    Before you begin

    Role required: admin or virtual_agent_admin

    About this task

    The Legal Virtual Agent Conversations application installs various virtual agent conversation topics for seeking legal services.

    These virtual agent conversation topics are built using ServiceNow Virtual Agent Designer, so make sure you’re familiar with the Virtual Agent Designer basics.

    Procedure

    1. Navigate to All > Conversational Interfaces > Virtual Agent > > Designer.
    2. Configure a new conversation topic or customize a predefined conversation topic for a legal service.
      Note:
      All conversation topics for legal services are grouped under the Legal Service Delivery category.
      OptionsSteps
      Create a new virtual agent conversation topic
      1. In the Virtual Agent Designer page, click + Create..
      2. On the form, fill in the fields.
      For more information on creating a conversation topic and description of fields on the form, see Create a Virtual Agent topic.
      Customize a predefined conversation topic
      1. In the Virtual Agent Designer page, click a conversation topic item to open.
      2. On the form, update the required fields and click Update.
        Tip:
        You can also duplicate the topic and then make the required changes in the newly created topic. To duplicate the topic, click Duplicate.

        For more information, see duplicate the topic.

      3. (Optional) Preview and test the topic in a chat test window by clicking Test.
    3. Click Publish to make the conversation topic available to employees on the Virtual Agent client.
      For more information, see Publish a Virtual Agent topic.