Brazil, Australia Patch 3, Australia, Zurich Patch 10, Zurich, Yokohama
Standalone Application
Conversational Appointment Booking enables customers to schedule, reschedule, or cancel Walk-up appointments through the ServiceNow Now Assist Virtual Agent using native chat or Engagement Messenger. Supports Customer Service Management (CSM) Walk-up appointment workflows.
- Enables authenticated customers to schedule, reschedule, or cancel appointments using the Now Assist Virtual Agent through ServiceNow native chat or Engagement Messenger.
- Enables agents to use Conversation Autopilot to delegate appointment scheduling, rescheduling, or cancellation to the Now Assist Virtual Agent mid-conversation.
- Enables admins to use the Appointment Booking Rich Control in Now Assist Virtual Agent.
Changed:
- Updated Appointment Booking control with improved performance and reliability.
- Conversational Appointment Booking now supports Now Assist Virtual Agent, enabling customers to schedule, reschedule, or cancel Walk-up appointments through native chat or Engagement Messenger.
- Agents can delegate appointment management to the Now Assist Virtual Agent mid-conversation using Conversation Autopilot.
- Admins can configure appointment booking flows using the Appointment Booking Rich Control in Now Assist Virtual Agent.
Not applicable for this application version. For more information, please see
Application Runtime Policy
- Ensure the following plugins are installed and active on your instance:
- Glide Virtual Agent (com.glide.cs.chatbot)
- Appointment Booking (com.snc.appointment_booking)
- NLU Workbench (com.snc.nlu_studio)
- Studio (com.glide.dev-studio)
- Conversational Appointment Booking Components (Store app) (sn_va_appt_sch_nac)
- Optional plugin: This plugin provides the topics and topic blocks for the CSM Walk-up use case:
- Walk-Up for CSM (com.snc.walkup_for_csm)