---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Fine-tune settings and topics

# Fine-tune Virtual Agent settings and topics for the best Alexa
voice chat experience {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 min. de leitura

Fine-tune your Virtual Agent settings and topics provided by the Virtual Agent Designer for the best voice chat experience with Alexa.

* Virtual Agent Designer is a diagram tool for creating and managing topics, which are blueprints for conversation between a Virtual Agent and a user. For more information, see [Getting started with Virtual Agent Designer](https://servicenow-prod.fluidtopics.net/LFLe6_UjplHp0awSmAloFw "The Virtual Agent Designer is a diagram tool for creating and managing assets, which are blueprints for conversations between a Virtual Agent and a user. You can design topics that help your users resolve common work issues or guide them through self-service tasks.").  
  Nota:  
  Be sure that you specify Alexa as the applicable channel in the Additional channel support field if you want the topics that you designed using the Virtual Agent Designer to work on Alexa. For more information about the channel selection, see [Deploying Virtual Agent topics in other channels](https://servicenow-prod.fluidtopics.net/PX~mkmk_aKob4Xk01qgBIg "When creating a topic or topic block, you can specify the chat channels in which the topic or topic block will run. During conversation design, Virtual Agent Designer provides built-in guardrails to help you tailor your conversations to those channels.").
* Bot messages help you to interact with Alexa. You can change the bot messages for interaction in a voice chat conversation. To access the bot messages, enter <kbd class="ph userinput">sys_cs_provider_application.list</kbd> in the navigation filter and navigate to your Alexa application profile to find the bot messages.  
  Figura 1. Bot messages for Alexa
* You can change the greeting message and other messages only for the voice channels using the
  Custom Greeting and Setup page. For example, you can create a custom topic, edit it, and assign
  it to be used if the end user is on a voice channel. For more information about accessing the
  Custom Chat and to change the greeting section of the message, see [Configure a Virtual Agent chat experience](https://servicenow-prod.fluidtopics.net/L_xuzGxxbf1swZ~gW63V4w "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.").

* You can also change the system-generated messages by entering <kbd class="ph userinput">sys_properties.list</kbd> in the navigation filter, and filter them by the criteria <kbd class="ph userinput">com.glide.cs</kbd> to confirm that these messages work for voice channels. You can review the following key messages:
  * com.glide.cs.topic_picker_msg
  * com.glide.cs.no_topic_found_message
  * com.glide.cs.no_topic_sorry_message
  * com.glide.cs.link_account_msg
  * com.glide.cs.topic_choice_list_message
  * com.glide.cs.topic_confirmation_message

  {#va-settings-for-alexa__ul_zgk_d32_mqb}  
  Nota:  
  Most of the messages unique to the voice channels are listed in the Bot Messages section of the Provider Channel Identity record.
  For more information, see [Change the Virtual Agent greeting messages in the Greeting setup topic](https://servicenow-prod.fluidtopics.net/M6Gh3mZs1icZQNMi3oeNYQ "The Virtual Agent greeting setup topic provides default greeting messages for your conversations. Customize these greetings by adding system properties that change the default welcome message and the top selection message prompting users to enter an issue or request.").
* Most components work for screen-based and screen-less devices accessed in Alexa. However, some components are not compatible especially for the screen-less devices.

  Nota:  
  On the screen-based Alexa enabled devices, the presentation of cards and images has limitations as per the Alexa skill kit specification.

  The Conversational Integration with Alexa application supports the following user input
  controls in Virtual Agent Designer.  
  Nota:  
  Conversational Integration with Alexa also supports touch input for screen-based devices.
  {#va-settings-for-alexa__table_kls_vnd_mqb__entry__4}

  | User input control | Description | Screen | No screen |
  |-|-|-|-|
  | Text input/output | Text format that is validated when a user enters certain text items. | Yes. | Yes. |
  | Static Choice | User selects an item from a predefined list. | Yes, touch scroll. | Yes, voice pagination. |
  | Dynamic Choice | User selects a choice from the list of dynamically created choices. | Yes, no clicking links. | Yes, voice pagination. |
  | Boolean | User enters a Boolean response to the bot. For example, the user can reply <kbd class="ph userinput">Yes</kbd> or <kbd class="ph userinput">No</kbd> in a chat conversation. | Yes. | Yes. |
  | Date Time | User selects a calendar date, time (hours and minutes), or both. | Yes (NLU recommended at the node). | Yes (NLU recommended at the node). |
  | File Picker | User sends a file to the bot. | No. | No. |
  | Pause | Breaks the conversation with Alexa. | No. | No. |
  | Carousel | User selects a single item from the carousel. | Yes, touch scroll. | Yes, reading labels. |
  | Image/Link/HTML output | Bot sends an image, a link, or an HTML to the user. | Yes, no clicking links. | error_msg |
  | Video | User can choose a video card from the header card. | video_screen_device_msg | video_audio_device_msg |
  | Card | Type of header card. Choose the contents: * Large image with text * Small image with text * YouTube Video Card {#va-settings-for-alexa__ul_qk3_5kn_mqb}The fields in the dialog box change based on your choice. | Yes, no clicking. | Yes, reading labels. |
  | Table | If you selected Record as the Reference Type, select the table to be searched. | Yes Shows the table headers, followed by rows with column header: value pair, Speak (Table header). Please say Done to continue. | No, reading labels Unfortunately, I cannot show you the content on this device. Please say Done to continue. |
  [Tabela 1. User input controls]

  {#va-settings-for-alexa__table_kls_vnd_mqb}  
  Nota:  
  To edit or change any of the following bot messages, enter sys_cs_provider_application.list in the navigation filter of your ServiceNow instance, select AlexaBot Messages, and click the name of the bot message that you want to edit.
  * error_msg
  * video_screen_device_msg
  * video_audio_device_msg
  * table_msg
  {#va-settings-for-alexa__ul_s54_ffl_4qb}If you find the message name \<EMPTY\> and want to add a Boolean confirmation message to the end users, you can configure the bot message with the value \[0\] or \[1\].
* Conversational Integration with Alexa supports contextual actions that serve an appropriate response from custom chat integrations when user input is mapped to them. For more information, see [Contextual actions for Alexa](https://servicenow-prod.fluidtopics.net/phaIOlVf3o0wRWmzxBUn~g "Use the contextual actions supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.").
{#va-settings-for-alexa__ul_b2m_zx2_mqb}
* **[Contextual actions for Alexa](https://servicenow-prod.fluidtopics.net/phaIOlVf3o0wRWmzxBUn~g)**   
  Use the contextual actions supported by Conversational Integration with Alexa to receive an appropriate response during custom chat integrations with Alexa.