Activate AI Search for Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Once activated, AI Search configurations that are part of the Virtual Agent default chat experience become available. The AI Search Fallback setup topic controls the AI Search experience.

    Before you begin

    Role required: admin or virtual_agent_admin

    About this task

    The default chat experience is defined in the Custom Greetings and Setup settings area in the Conversational Interfaces admin console. The default experience uses the AI Search Fallback setup topic, which requires AI Search to be activated for Virtual Agent. You can request AI Search from the Conversational Interfaces admin console Home page.

    Procedure

    1. Navigate to All > Conversational Interfaces > Home.
    2. On the Home page, find the Request AI Search tile, and select Request AI Search.

      Request AI Search tile on the Conversational Interfaces console home page.

    3. On the page that opens, select Request AI Search to request provisioning.

    Result

    Your request will be processed. Once activated, enable the AI Search Fallback setup topic in the default or a custom chat experience. For instructions on configuring a chat experience, see Customizing a Virtual Agent chat experience.

    If you want to customize the Virtual Agent AI Search results that are generated for your users, see Create a custom AI Search experience for Virtual Agent conversations.