Brand and personalize an assistant
Decide how your Now Assist in Virtual Agent assistant should look by using the default branding or by creating a branding.
Before you begin
See Display your chat assistant on a portal, channel, or mobile app for Now Assist in Virtual Agent assistants.
See Display your assistant on Platform or ServiceNow Studio for Now Assist panel assistants.
Role required: virtual_agent_admin or admin
About this task
- For Now Assist in Virtual Agent, branding is available for standard chat, enhanced chat, and premium chat.
- For Now Assist panel - Platform assistant, branding is available for premium chat but does not include chat menu items.
- For the default Employee Slate assistant, branding is available for premium chat.
- Branding is not available for Now Assist panel - Developer assistant.
Procedure
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In the Branding section, select a default branding or an existing customized branding.
Note:To create and edit additional settings, select the Conversational interfaces console link. For more information, see Set up your Virtual Agent bot's branding.
If your display experience only has standard chat, the Standard chat section and branding preview are shown.
Figure 1. Branding preview of a standard chat assistant If your display experience only has enhanced chat, both Standard chat and Enhanced chat sections are shown.
Figure 2. Standard and enhanced chat sections The chat header logo is shared between standard and enhanced chat, and it's determined by the selected standard chat branding profile. You can't configure a separate chat header logo for each experience. Updating the chat header logo in one experience updates it for the other.
Learn more about customizing the look-and-feel of enhanced chat by navigating to Theming for Now Assist in Virtual Agent enhanced chat.
If your display experience has premium chat, the Premium chat section is shown.
Figure 3. Branding for premium chat - Choose your chat header and update the chat logo. The default chat header name is the name of the assistant. The size of the chat logo should be 144 x 144 pixels. Image file types include: .jpg, .png, .bmp, .gif, .jpeg, .ico, and .svg.
- Add chat menu items to Now Assist in Virtual Agent assistant or the default Employee Slate assistant. Chat menu items aren't
available for Now Assist panel - Platform assistant. By default, chat, phone, and email are listed. Select the ellipsis to edit or remove a chat menu item. Select Add chat menu item to add other items.
- Type: Select the menu item type from the drop-down menu. Options include email, link, chat, text, phone, and icon.
- Label: A text box type in a label, such as Contact Live Agent, Call Support, etc.
- Value: A value field that is dependent on the menu item type.
- Icon: Accepted file format for the chat menu icon is .svg only. Suggested size is 40 pixels x 40 pixels.
Figure 4. Add chat menu item modal Enter a valid phone number. Accepted formats include digits, spaces, hyphens, parentheses, and a leading + for a country code. Enter a valid email address. Example format: name@domain.com
- Select Save.
A warning will display if a mandatory field is left empty, or the value format is incorrect.
- To reorder the menu items, drag the rows into your preferred order in the table.
For branding Microsoft Teams or Slack channels, refer to the documentation.
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.
- Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams
- Configure branding for your Virtual Agent bot in Slack
Note:Branding selections must happen in the channel, and not in the platform. -
In the Personalization section, customize the assistant's tone, response length, and personal details.
Note:The Personalization section is viewable when the sn_nowassist_va.assistant_personalization system property is active. For more information, see Now Assist in Virtual Agent system properties.
Figure 5. Personalize your chat assistant Each assistant can have its own tone, response length, and persona.- Select a tone for your assistant.
- Direct (default): Responses feel fact-based and are straightforward.
- Empathetic, clear: Responses feel warm, genuinely helpful, and approachable.
- Professional, informative: Responses feel thoughtful, informative, and easy to follow.
- Choose a response length for your assistant.
- Succinct (default): Focused answers that are as succinct as possible.
- Balanced: Focused answers with added practical guidance.
- Detailed: Comprehensive, in-depth answers with full context.
Responses prioritize clarity and completeness, using the selected response length as a guide. Results may vary based on the complexity of the user query.
- Add persona details to your assistant.
- Assistant nickname (160 character limit): If this assistant persona is referenced in text, voice, or chat conversations, it will go by this name. For example, if a user asks this assistant its name, it might say “Hi I’m Henry, your HR assistant.”
- What subject matter does this assistant specialize in? (200 character limit): If this assistant persona is asked what it can do, it might say “I can help with any tasks or questions related to HR or employee relations.”
Note:The preview pane changes depending on the tone and length selected. It is used for illustrative purposes only and doesn’t reflect the actual conversation that the LLM would generate. - Select a tone for your assistant.