Using Now Assist in Virtual Agent conversations with Slack

  • Release version: Yokohama
  • Updated June 16, 2026
  • 2 minutes to read
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    Summary of Using Now Assist in Virtual Agent conversations with Slack

    Now Assist enhances your Virtual Agent or Self-configured bot integrated with Slack by enabling large language model (LLM)-based conversational experiences. This integration empowers ServiceNow customers to interact with Virtual Agent bots in Slack with advanced AI-driven capabilities, providing more natural, efficient, and context-aware conversations.

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    To leverage these LLM capabilities, you must first integrate your Virtual Agent or Self-configured bot with Slack.

    Integrating Slack with Virtual Agent

    • You can integrate Slack with the Now Virtual Agent bot or with a Self-configured bot.
    • Integration instructions differ slightly depending on whether you use the Now Virtual Agent bot or a Self-configured bot.

    Key Features of Now Assist in Slack Conversations

    • Legal Disclaimer: The initial message from Now Assist includes a legal disclaimer indicating the message is AI-generated, ensuring transparency with users.
    • Pagination and Search: Users can navigate through multiple pages of choices and search for specific items or users within conversations. Features include:
      • A Search bar to filter choices or find users/items.
      • More Options and Previous Options buttons to paginate through results.
      • Reset capability for search and pagination by pressing Enter in the Search bar.
      These functions are controlled by provider properties such as pickerpaginationexperiencesupported (enabled by default) and pickerpaginationlimit (maximum settable limit is 100).
    • Generative AI QnA Card: Allows users to ask questions and receive AI-generated answers displayed in a card format, including a sparkle image, legal disclaimer, and citation for the source of information.
    • Synthesized Responses: Now Assist summarizes LLM-generated answers into a single, conversational response within Slack, reducing the need for users to browse multiple carousel items and improving information clarity.

    Enabling Now Assist in Virtual Agent for Slack

    To activate the LLM-powered conversational experience, ServiceNow customers need to enable Now Assist within their Virtual Agent bots integrated with Slack. This unlocks smarter, AI-enhanced interactions that improve user engagement and efficiency in Slack conversations.

    The Now Assist provides you with the large language model (LLM)-based conversational experience during your conversations with a Now Virtual Agent bot or a Self-configured bot that is integrated with Slack.

    To enable a bot with LLM-based capabilities and experience the LLM-based conversations with Now Assist, you must first integrate your Now Virtual Agent bot or a Self-configured bot with Slack.

    Integrating Slack with Virtual Agent

    You can integrate Virtual Agent with Slack either with the Now Virtual Agent bot or a Self-configured bot.

    To integrate Slack with the Now Virtual Agent, see Integrating ServiceNow Virtual Agent with Slack.

    To integrate Slack with a Self-configured bot, see Integrating a Self-configured bot with Slack workspace.

    Conversational experience with Now Assist in Slack

    The Now Assist provides a new AI Search experience in channels with the following features:
    • Legal Disclaimer
      The first message in a conversation with Now Assist displays a legal disclaimer indicating that it is an AI-generated message followed by the Now Assist greeting message and LLM-enabled topics.
      Figure 1. Legal Disclaimer
      LLM-based conversation with Now Assist displaying the legal disclaimer and greeting.

      The Legal disclaimer message is managed by the support-system-action provider property defined in the [sys_cs_custom_adapter_property] table. By default, the value of the provider property is set to true.

    • Pagination and Search

      You can navigate through multiple pages of choices and search for specific items or users, using the Search bar.

      When you select an LLM-enabled topic, the Search bar is displayed along with the available choices related to the selected topic and the More options button. You can either search for an item or user using the Search bar or pick an item or user from the choices available. If you want to look for more available options, you can navigate to the next page using the More Options button. If you would like to go back to the previously listed choices, you can use the Previous Options button.
      Figure 2. Pagination and Search
      LLM based conversation with Now Assist displaying the Search and Pagination features.
      If you have searched for a user or an item, the choices related to your search term are displayed. You can either select from the choices available or reset the search and pagination.
      Tip:
      You can reset the pagination and search by selecting Enter in the Search bar.
      The pagination and search capabilities are managed by the following provider properties:
      • picker_pagination_experience_supported: Enables the pagination experience in your LLM conversations with Now Assist. The default value of this property is true.
      • picker_pagination_limit: Sets the page limit value for an adapter for displaying the choices. The maximum page limit value that can be set for an adapter is 100.

        For example, if a topic has fewer than 100 choices available and the limit is set to 100, then the More Options button is not displayed. If a topic has more than 100 choices available when the limit is set to 100, then the More Options button is displayed.

    • Generative AI QnA card

      Use this feature to ask questions and get answers from Now Assist through LLM in a card format. The response is displayed with a sparkle image, the legal disclaimer, and the citation about the question asked.

      Figure 3. Generative AI QnA card
      Now Assist displaying the question and answer card with the sparkle image, legal disclaimer, and the description and citation for the question asked.

    For more information about enabling LLM for your bots that are integrated with Slack, see Enable Now Assist in Virtual Agent for Slack.