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


---

# Configure AI in Virtual Agent

# Configure ServiceNow Otto for Customer Service Management (CSM) in Virtual Agent {#ariaid-title1}

Release version: Australia  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use ServiceNow Otto for CSM in Virtual Agent to provide users a content-driven generative AI experience.

## Before you begin

Role required: admin

To confirm LLM-based appointment booking works in Customer Service Management, the following apps are required:

* ServiceNow Otto for Customer Service Management (CSM)
* Walk-Up for CSM (com.snc.walkup_for_csm)
* Conversational Appointment Booking (sn_va_appt_schedul)
{#configure-now-assist-for-customer-service-management-csm-in-virtual-agent__ul_llm_appt_apps}

## About this task

There are 6 main steps to configure ServiceNow Otto for CSM in Virtual Agent:

1. [Activate Virtual Agent for Customer Service Management (CSM).](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.")
2. [Configure AI in Virtual Agent.](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
3. [Install Conversational Appointment Booking.](https://www.servicenow.com/docs/kMJngKT_oHQOD19i44lX1Q "Install the Conversational Appointment Booking application (sn_va_appt_schedul) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.")
4. [Enable Walk-up Experience Appointment Booking.](https://www.servicenow.com/docs/gfcGRJRD8lYVG~6v86iRVw "With the CSM Walk-up Experience appointment booking feature, walk-up users can view available appointment windows. The users can also select and book an appointment for a walk-up location using the online Walk-up Check-in feature.")
5. [Configure API credentials for generative AI capabilities](https://www.servicenow.com/docs/access?context=configuring-api-credentials-for-generative-ai-capabilities&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
6. Enable Schedule a Walk-up Appointment topic in the Virtual Agent.
{#configure-now-assist-for-customer-service-management-csm-in-virtual-agent__ol_qfn_mjt_wdc}

## Procedure

1. Navigate to AllConversational interfacesVirtual AgentDesigner.
2. Locate and select Schedule a Walk-up Appointment topic under LLM.
3. Select the Properties tab.
4. Locate the check box labeled AI for Virtual Agent under Select LLM assistant to make topic available.
5. Select Save.
6. Select Publish.

## Result

The topic is available and active in the chat window.

*[\>]: and then