**_A more dynamic chat experience is now available with Virtual Agent!_**

_**Enhanced chat**_ is the new conversational experience that includes a dynamic, movable, and resizable chat window, allowing users to choose their own mode of engaging with Virtual Agent on their ServiceNow portals from a variety of entry points with multiple active conversations. For example, you can seamlessly flow from a search bar to a conversational experience.\*

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**Features:**

* Ability to re-size, move, and expand chat window in portal
* Retrieve past chat history
* Have multiple active conversations at once, with separate notifications
* Access the chat experience directly from the portal search bar or search results
* Seamlessly switch between conversation and search results

**How to set up:**

Requirements: Xanadu Patch 9+/Yokohama Patch 3+

1\. Navigate to **Conversational Interfaces > Assistants** setup page. From the Assistant setup guide, navigate to "Display Experience".

2\. In the Portals tab, select a portal to enable, e.g., Employee Center. Then click on the three-dot menu on the right hand side, and click "Edit settings." On new Yokohama instances, you'll be automatically prompted when adding a portal for the first time.

3\. You'll then see the option to either keep standard chat, or use the new enhanced chat.

You can also enable this for the **Now Mobile app**. Click on the Mobile tab and select either the search widget or chat launcher you want enabled for enhanced chat.

Result:

**More new features for Now Assist in Virtual Agent:**

* **Document upload and Q&A** \- upload any PDF or Word file and use Now LLM to ask questions regarding the document. Enable this feature via the checkbox in the "Chat Experience" setup page.

* **Suggested actions** \- Receive proactive suggested actions after certain questions and requests. Enable this features with system property: _sn\_nowassist\_va.enable\_suggested\_actions_

* **AI Agents for Now Assist in Virtual Agent** \- End-users can now call upon Now Assist AI Agents for self-service. Enable Virtual Agent as a display option in your AI Agent's "Define availability" page. Learn more [here](https://www.servicenow.com/community/now-assist-articles/ai-agents-enhancements-in-yokohama-patch-3-xanadu-patch-9/ta-p/3264124).\*\*

\*Not available in out-of-box CSM portal (/csp).

\*\*Agentic workflows (aka "use cases") are currently not visible in Now Assist in Virtual Agent.