--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces Release : - australia ft:locale : - de-DE ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Configuring Conversational Interfaces # Configuring Conversational Interfaces {#ariaid-title1} * Freigeben Version: Australia * * Aktualisiert 12. März 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 Minuten Lesedauer You can use the Conversational Interfaces console and the Chat Settings option in the Home page to explore and configure general chat functionality and set up Virtual Agent and Agent Chat features. ## Configuring Conversational Interfaces {#ci-configuring__section_jwh_kk4_15b} Use the cards on the Conversational Interfaces console to set up features for Virtual Agent and Agent Chat. The cards automatically sort each time you visit and unaddressed features appear first. For more information, select the question mark at the top right. This opens a contextual help panel. {#ci-configuring__table_spz_ngh_gbc__entry__2} | Card | Description | |-|-| | Create a Virtual Agent with Now Assist, using an LLM model and generative AI skills. | To create a virtual agent using Now Assist, select Get started to display the Assistants screen. For more information, see [Manage LLM virtual agents on the Assistants screen](https://servicenow-prod.fluidtopics.net/CK~nHryg7DmLMHLolhZPtQ "Create, edit, and turn on/off LLM virtual agents from the Assistants screen."). | | Create a Virtual Agent with NLU, which contains default settings and setup topics. | To create a virtual agent using an NLU model: 1. Select Get started to open a new window with the plugin screen where you can install the com.glide.cs.chatbot plugin. For more information, see [Activate Virtual Agent](https://servicenow-prod.fluidtopics.net/etu8tyRAVEWVsajjqma~VA "You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active."). 2. After the plugin is installed, return to the previous window and refresh it using your browser's refresh button. 3. Select Settings to display the CI Admin Experience settings page. 4. In the left-hand panel, select Virtual Agent to configure your settings and NLU models. For more information, see [Configuring Virtual Agent](https://servicenow-prod.fluidtopics.net/JPwiN43QBaZqtHgXQiuj4A "Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers."). {#ci-configuring__ol_ffj_tc4_gbc} | | Monitor your Now Assist in Virtual Agent | To view Virtual Agent analytics for existing LLM virtual agents, select View performance. For more information, see [Analyzing Now Assist in Virtual Agent](https://servicenow-prod.fluidtopics.net/Y__DSHgQ6nWR6HrPOxp2Gg "Use the Now Assist in Virtual Agent Analytics dashboard to monitor the performance of Now Assist in Virtual Agent as a self-service deflection tool."). To manage existing LLM virtual agents, select Manage assistants to display the Assistants screen. For more information, see [Manage LLM virtual agents on the Assistants screen](https://servicenow-prod.fluidtopics.net/CK~nHryg7DmLMHLolhZPtQ "Create, edit, and turn on/off LLM virtual agents from the Assistants screen."). | [Tabelle : 1. Now Assist in Virtual Agent cards] {#ci-configuring__table_spz_ngh_gbc} {#ci-configuring__table_f3q_ldp_15b__entry__3} | Card | Feature | Description | |-|-|-| | | [Get pre-built topics](https://servicenow-prod.fluidtopics.net/yHSF7VmWRKk7ClfkUI5sPA "Prebuilt Virtual Agent conversations (topics), reusable topic blocks, and ServiceNow NLU models are available for the Virtual Agent platform and various business applications, such as Customer Service Management, HR Service Delivery, IT Service Management, and more.") | Teach your bot to handle additional requests using pre-built conversation topics. | | | Set up [AI Search](https://servicenow-prod.fluidtopics.net/JI8WFKa~WMEM8E~WzWxcEg "Virtual Agent uses the ServiceNow AI Platform AI Search application to return search results in bot conversations as a fallback when there are no relevant topics to display to end users. Virtual Agent also provides a Run AI Search topic block that topic authors can use to generate search results in a topic.") | Give your users the power to search for answers to their questions or solutions to their requests by adding AI Search to your Virtual Agent bot. | | | [Brand your Virtual Agent](https://servicenow-prod.fluidtopics.net/8tkcW_NA6leoxW0vaz5~xA "Customize your chat interface with your own brand, including company logo and bot avatar, UI color schemes, fonts, and the chat support menu displayed to your users.") | Customize your Virtual Agent bot by selecting the colors and icons, and add a logo that reflects your company's portal. | | | [Create your VA's greeting](https://servicenow-prod.fluidtopics.net/wtmr8sf4Ks4Ex4~XweM8TA "Change the preconfigured Virtual Agent default chat experience or create a custom chat experience for your users. You can configure setup topics, specify promoted topics, and if needed, change the search profile.") | Customize your Virtual Agent bot by choosing how it greets and interacts with your users. | | | [Add your bot to a portal](https://servicenow-prod.fluidtopics.net/9h0Z92Pl1Di06tgm5aOHAQ "Give your users a place to interact with your bot and human agents. Choose a Service Portal chat configuration provided with your base system, such as the Service Portal Agent Chat configuration used for Agent Chat and Virtual Agent. Your end users can initiate and maintain a bot or Agent Chat conversation in any page of the portal.") | Choose where you want your Virtual Agent bot to live by adding it to a portal. | | | [Set up Topic Recommendations](https://servicenow-prod.fluidtopics.net/Hv_f9SRcwu9REtnU~1n_kA "Use the Topic Recommendations app to identify pre-built Virtual Agent topics that can be quickly implemented in your organization. Topic Recommendations uses Intent Discovery to analyze data from your organization and to find relevant pre-built topics that your organization can benefit from, and new topics that would be useful to create.") | Get recommended topics based on analyses of existing support requests. | | | [Capture conversational metrics](https://servicenow-prod.fluidtopics.net/_WXPgW9sW8lYUlFTHIe0Ag "The Conversational Analytics dashboard helps you improve Virtual Agent (VA) interactions with users by providing deep insights into conversational data. The dashboard helps you refine topics and increase the percentage of issues resolved by VA.") | Use the Conversational Analytics Dashboard to collect interaction metrics to evaluate your bot's performance. | | | [Configure Natural Language Understanding in Virtual Agent](https://servicenow-prod.fluidtopics.net/mAuz2V8w3sqMvPQN_Pikbw "Configure Natural Language Understanding (NLU) in Virtual Agent to identify the NLU service provider for your instance. You can also specify the languages of NLU models used during conversation design, based on the languages supported by your NLU provider and the ServiceNow AI Platform.") | Help your bot better understand a user's intent. For details, see [Advantages of natural language models over keywords](https://servicenow-prod.fluidtopics.net/XBzCZfXbUk27u4sBvJ5MOQ "Natural language models help Virtual Agent to process human language based on context and your company's data. In this way, what the user needs can be more accurately matched with a corresponding topic. Virtual Agent supports large language models (LLMs) and Natural Language Understanding (NLU)."). | | | [Integrating Virtual Agent with messaging apps](https://servicenow-prod.fluidtopics.net/pR47iPvYknuajqXu_lg9Tg "Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance.") | Add your Virtual Agent bot to other channels, such as a Conversational Integration with Slack or Microsoft Teams. | | | [Set up Agent Chat](https://servicenow-prod.fluidtopics.net/sRxU4MDV_YdfUPVCtgB9Bg "Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.") | Connect users to live chat support in the chat client they are using. | | | [Setting up Sidebar](https://servicenow-prod.fluidtopics.net/mjHga~vMNn0k2k4_bkWGXA "Enabling participant suggestions in Sidebar displays a list of knowledgeable users who can help with the issue. After you enable participant suggestions, you can configure who Sidebar decides is knowledgeable user and which groups have access. After installing Sidebar, activate and configure Sidebar so agents can collaborate with others to resolve issues.") | Provide live agents with a way to collaborate with others while they work on a Workspace record. | | | [Install and configure the Profanity Filter plugin for Agent Chat](https://servicenow-prod.fluidtopics.net/TfdYrV0pWBCO5YArKyZV7A "The Profanity Filter for Agent Chat prevents agents from sending messages to requesters that include profane language (also known as forbidden keywords). If an agent is upset and tries to send a message with offensive language, the Profanity Filter prevents the requester from seeing the message.") | Prevent live agents from sending messages with inappropriate or profane language to requesters. | | | [Install Conversational IVR with Amazon Connect](https://servicenow-prod.fluidtopics.net/3_WwQQ3bwRPUMURyvdmoTw "Install Conversational IVR with Amazon Connect application, to use interactive voice response (IVR) with Virtual Agent.") | Enable user conversations with a bot using the phone channel. | | | [Using language detection and dynamic machine translation in Virtual Agent enhanced chat conversations](https://servicenow-prod.fluidtopics.net/WBA4oE224qhqo33EN6UxBg "Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. You can designate fallback languages for locales or dynamically translate languages that are not professionally localized or are not supported in topic discovery.") | Enable a combination of language detection and machine translation for Virtual Agent to improve the chat experience for diverse users. | | | [Set up Issue Auto Resolution](https://servicenow-prod.fluidtopics.net/IDU2bfHu_4QawAgmgmsbaw "You can proactively deflect issues and expedite the resolution process for your agent and user with the Issue Auto Resolution (IAR) application. Through machine learning and Natural Language Understanding (NLU), users get immediate self-service and can access Virtual Agent topics, Knowledge articles, and catalog items.") | Provide users with immediate self-service by using machine learning to intelligently deliver Virtual Agent topics, Knowledge articles, and catalog items. | | | [Install Omnichannel Callback](https://servicenow-prod.fluidtopics.net/zZJBNFZ7P3RbqjQvYbsqjA "You can install the Omnichannel Callback application (sn_omni_callback) if you have the admin role.The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.") | Enable other ServiceNow® apps to display or announce callback options to users. | [Tabelle : 2. Chat configuration cards] {#ci-configuring__table_f3q_ldp_15b} ## Assistants {#ci-configuring__section_iln_zq1_2bc} The Assistants screen appears when you select the Assistants tab on the Conversational Interfaces home screen. ## Chat settings {#ci-configuring__section_wwl_bsp_15b} The Chat Settings tab opens with the General tab selected. This tab contains general settings that apply to all Conversational Interfaces applications. The currently installed plugins and available plugins that you can activate are listed as links. Select a link for more information or to start an activation process. The Virtual Agent, Agent Chat, and Sidebar tabs in the left navigation pane open configuration settings pages for each application. For more information about these settings, see the following topics: * [General settings](https://servicenow-prod.fluidtopics.net/cA7MM3Q6scvZ4tmJme4oiw "Use the Conversational Interfaces Console to set up the basic chat features shared by Virtual Agent and Agent Chat.") * [Virtual Agent settings](https://servicenow-prod.fluidtopics.net/JPwiN43QBaZqtHgXQiuj4A "Configure the Virtual Agent features, components, and integrations that you need to provide support to your employees, IT teams, and customers.") * [Agent Chat settings](https://servicenow-prod.fluidtopics.net/sRxU4MDV_YdfUPVCtgB9Bg "Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.") * [Sidebar settings](https://servicenow-prod.fluidtopics.net/Ie2x08KG~pX7_gvfg35Olw "Install and configure Sidebar so agents can have real-time collaboration with others.") {#ci-configuring__ul_z5q_dt1_twb}