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Set up self-service › Configure › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Configure Conversational Appointment Booking

Install and set up the Conversational Appointment Booking application to enable customers to book, reschedule, or cancel an appointment with a Virtual Agent.

Before you begin

Role required: va_admin

Note: A Now Assist for CSM license must be active on your instance.

About this task

This procedure provides general steps to set up the Conversational Appointment Booking application so that your customers can book appointments on your ServiceNow instance with a Virtual Agent.

Procedure

  1. Install the Conversational Appointment Booking application.

    For more information, see Install Conversational Appointment Booking.

  2. Navigate to Virtual Agent > Designer.

  3. Publish the following topics:

    • Walk-up Appointment Scheduling - LLM
    • Reschedule a Walk-up Appointment
    • Cancel a Walk-up Appointment For more information, see Publish a Virtual Agent topic.

    These topics are read-only by default. To add custom controls.

    duplicate the topics.

    Note: Translation for custom controls is currently unavailable. You can manually add the translation in the ServiceNow® Walk-up Experience appointment booking application. See Walk-up Experience appointment booking configuration for more information.

  4. Confirm that the Appointment Booking custom control is published.

  5. Confirm that the Book or Update Appointment and Get Walk-up Location topic blocks are published.

  6. Test the topics.

    See Test Virtual Agent topics for more information.