question Virtual Agent Availability in Community Central forum

Virtual Agent Availability

nagukesavarapu — Mon, 25 Aug 2025 18:54:40 GMT

Which role is needed to connect with Virtual Agent through CSM portal?

Re: Virtual Agent Availability

Sandeep Rajput — Thu, 28 Aug 2025 00:46:25 GMT

@nagukesavarapu Ideally a user who has access to the CSM portal should be able to access Virtual Agent (if it is enabled.)

Re: Virtual Agent Availability

Pradeep Thipani — Thu, 28 Aug 2025 01:16:25 GMT

Hi @nagukesavarapu ,

As Sandeep mentioned in the above reply, the chatbot will appear on the portal. If a user has access to the portal, it will be visible by default. In ITSM, users with access to the ESC or SP portal can use the chatbot as long as it is enabled on those portals. No specific role is required to access them.

Thanks,

Pradeep

Re: Virtual Agent Availability

Nikhil Bajaj9 — Thu, 28 Aug 2025 05:17:06 GMT

Hi @nagukesavarapu ,

Users typically need the snc_external role to access the portal itself. No separate, specific role is required to access the Virtual Agent once the portal is active.

If my answer helped you, please mark it- solution accepted.

Regards,

Nikhil Bajaj