Configure AI-assisted invoice dispute intake on the Business Portal

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

    • Activate and associate the invoice dispute intake assistant AI agent on the Business Portal so that your customers can submit invoice cases autonomously using ServiceNow Otto Virtual Agent.

    Before you begin

    AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

    Activate and enable a chat assistant such as ServiceNow Otto in Virtual Agent to use in the Business Portal. For more information, see Configuring assistants overview.

    Role required: sn_aia.admin

    Procedure

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. On the Manage agentic workflows and AI agents page, select the AI agents tab.
    3. Select the Invoice Dispute Intake Assistant agent to start configuring it.
    4. On the Define the specialty page, select Continue.
    5. From the navigation pane, select Select channels and status.
    6. On the Select channels and status page, set the Engage via Virtual Agent assistants option to Allow.
    7. To specify where this AI agent is discoverable, select Virtual Agent from the Choose chat assistants field.
      For this use case, select ServiceNow Otto for Virtual Agent (default).
    8. Select Save and test.
    9. Optional: Promote the agent to add it to the list of promoted topics.
      1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
      2. On the Assistant Designer, select the AI agent tab.
      3. Locate the Invoice Dispute Intake Assistant AI agent and select Promoted from the More actions icon .

    Result

    The chat assistant is activated in the Business Portal.