---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Chat using ServiceNow Otto in Virtual Agent

# Chat using ServiceNow Otto in Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use Digital End-User Experience (DEX) Virtual Agent to access a convenient chat-based support powered by ServiceNow Otto to find answers and guidance.

## Before you begin

Confirm
that the DEX
Desktop Assistant \[sn_dex_desktop\] application has been installed. For more information, see [Install Application and Device Health](https://servicenow-prod.fluidtopics.net/3Ei~nK2qqh_Lci8rn9XW7A "Digital End-User Experience (DEX) is available with activation of the Digital End-User Experience [sn_dex] plugin. You must have the admin role to install the DEX product [sn_dex]. During installation, Application and Device Health is included as a component in DEX.") and [Download and install Desktop Assistant](https://servicenow-prod.fluidtopics.net/dI4Ux4b0gNBb2xc~OSTTmw "Download and install Desktop Assistant by using operating system-specific installer commands, Desktop Assistant installers, or endpoint management solutions.").

Role required: sn_dex_desktop.user or sn_dex_desktop.admin

## Procedure

1. On the Desktop Assistant home page, select the Virtual Agent or chat icon (![]()) that appears on the Desktop Assistant header.
2. In the chat window, enter your question in the Please type your request field and press Enter.
3. Use the prompts from ServiceNow Otto to create a ticket, check the status of an existing ticket, or resolve other issues you might have.  
   Note:  
   * To customize the topics that must be displayed and available on the Show me everything window, see [Getting started with the Asset library in Assistant Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
   * To monitor and improve your device performance using ServiceNow Otto in Virtual Agent, see [Check device health using ServiceNow Otto for ITSM Virtual Agent](https://servicenow-prod.fluidtopics.net/mEmayenkEjGQUz~OIo2Cng "Use the ServiceNow Otto for ITSM Virtual Agent to monitor device performance, diagnose potential issues, and use suggested resolutions to address them.")
   {#chat-using-now-assist__ul_hkt_rp3_x2c}