Configuring the Manage Order Operations application

  • Release version: Australia
  • Updated August 4, 2026
  • 1 minute to read

    • Business-to-business (B2B) customers can submit order cases using ServiceNow Otto Virtual Agent from the Business Portal. Interaction channels include chat and voice options.

    Before you can use the AI agents for managing order operations from the Business Portal, perform the following tasks:
    1. Enable the manage order operations agent on Business Portal
    2. Configure scripted extension points for the manage order operations AI agent
    3. Email notifications for order cases

    Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice [sn_voice_aia] plugin. For more information, see Deploy AI voice agents.

    Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see Configure chat summarization.