Virtual Agent conversations for Vaccine Administration Management

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Virtual Agent conversations enable users to get help with the vaccination process.

    If the Virtual Agent plugin (com.glide.cs.chatbot) is installed, the Vaccine Administration Management provides Virtual Agent conversation topics. A conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a goal.

    Table 1. Conversation topics

    Topic

    Description

    Default status

    Book Appointment

    Enables users to book vaccination appointments through the chatbot.

    The questions asked in this topic are the default questions that a user must answer when booking an appointment in the self-service portal.
    Note:
    This topic is a placeholder conversation topic. You can change the questions according to your requirements.

    Inactive

    My Vaccination Phase Eligibility
    Informs users about vaccination eligibility and enables users to book an appointment if the user is eligible.
    Note:
    This topic is a placeholder conversation topic. You can change the questions according to your requirements.

    Active

    COVID-19 Vaccine resources
    Shows targeted Knowledge articles to the user.
    Note:
    To use this topic, you must activate the ServiceNow® Service Management Topic Blocks plugin (com.glideapp.cs.sm_topic_blocks).

    The articles shown in this topic are set by a keyword. By default, the topic shows all articles that contain the keyword “vaccine.” To change the keyword, navigate to this topic in the ServiceNow® Virtual Agent Designer. In the topic, click the Contextual Search block. In the Topic Block Properties panel, set the value of the query field to the new keyword.

    Inactive

    COVID-19
    Enables users to report vaccination status and COVID-19 test results using topic blocks.
    • Report vaccination status: Enables users to report the vaccination status.
      Note:
      This topic is a placeholder conversation topic. You can change the questions according to your requirements.
    • Report COVID-19 test results: Enables users to report COVID-19 test results.
      Note:
      This topic is a placeholder conversation topic. You can change the questions according to your requirements.

    Non-logged in users who are non-registered users must provide a first name, last name, and email address before they self-report their vaccination status or COVID-19 test results.

    When users report their vaccination status or COVID-19 test results, email notifications are automatically sent to the user's email ID.

    Active

    To activate, deactivate, or edit conversation topics, navigate to Collaboration > Virtual Agent > Designer. In the Topics page, select the Vaccine Management category. Click a topic that you want to update. Use the Active toggle button to activate or deactivate a topic.