Chat messages

Virtual Agent

The release notes say the Overview page in chat assistant setup was replaced by Basic details and the Add agent experience menu by Add ServiceNow Platform in December 2025, and that chat messages and chat fallbacks are now legacy messages and legacy fallbacks from April 2026.

Family: Platform and AI
Status: Current name since December 2025 to April 2026
Acronyms: VA
Verified: 18 October 2026, docs release notes

Name history

Newest first

April 2026Chat messagesLegacy messagesLabelSource

April 2026Chat fallbacksLegacy fallbacksLabelSource

December 2025Overview pageBasic details pageLabelSource

December 2025Add agent experienceAdd ServiceNow PlatformLabelSource

Source: docs release notes, www.servicenow.com

Connections

ServiceNow Otto for Virtual Agent, Platform and AI, August 2026 (Zurich Patch 12)
ServiceNow AI Platform, Platform and AI, 6 May 2025
ServiceNow Otto, Platform and AI, Announced 5 May 2026
Next Experience UI Framework, Platform and AI, San Diego, 2022
Predictive Intelligence, Platform and AI, New York, 2019
AI Search, Platform and AI, Quebec, 2021

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