---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Using Virtual Agent in service portals

# Using Virtual Agent in Customer and Consumer Service Portals {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

The ServiceNow
Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.

## Integration of Virtual Agent {#va-csp-csm-portal__section_lvw_qht_gdc}

Virtual Agent is a conversational bot platform that uses a messaging interface to provide user assistance. When integrated with your portal, it helps automate customer interactions and streamline tasks on your
Customer and Consumer Service Portals. It builds automated conversations with a base system that helps your users quickly obtain information, make decisions, and perform common work tasks with Virtual Agent.

With Virtual Agent, you can offer continuous support, improve response times, and ease the workload on your customer service team.

## Activation {#va-csp-csm-portal__section_sgs_c3t_gdc}

Virtual Agent activates automatically when you enable it for Customer Service Management (CSM). Once activated, by default it integrates seamlessly with your CSM and CSP portals. For more information, see [Activate Virtual Agent for Customer Service Management](https://www.servicenow.com/docs/PbA7rfL~2Ynrh6AwtD6YRg "Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.").
**Related concepts**   

* [ServiceNow Otto in Virtual Agent in self-service portal](https://www.servicenow.com/docs/nOgP3O9scdPPmJfkl3Ea8g "Integrate the ServiceNow Otto in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success of your self-service workflows.")
* [ServiceNow Otto conversational experience in self-service portals](https://www.servicenow.com/docs/8XgwoGZ6dhRS0NRvHZZJcg "Learn about the ServiceNow Otto enhanced chat feature in the Self-service portals.")