---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

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    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Managing AI agents

# Managing AI agents in Assistant Designer {#ariaid-title1}

Release version: Australia  
Updated March 24, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Managing AI agents in Assistant Designer

This document explains how ServiceNow customers can manage AI agents created in AI Agent Studio through the Assistant Designer interface.
It highlights key interactions, access requirements, and limitations, helping customers understand how to effectively view and control AI agents within their virtual assistant environments.
Show full answer Show less  

## Key Features

* **Viewing AI agents:** Customers can see all AI agents activated for Assistant Designer in a list view showing name, type, status, activity, last modified time, and description.
* **Access control and roles:** A `virtualagentadmin` role is required to access and manage AI agents in Assistant Designer.
* **Agent management limitations:** AI agents cannot be created, edited, or deleted within Assistant Designer. All creation, editing, testing, and deletion must be done in AI Agent Studio.
* **Visibility and activation settings:** Users can toggle AI agent properties such as Promoted, Discoverable, Visible, and Active directly within Assistant Designer to control how agents appear and behave in conversations.
* **Integration with Virtual Agent:** AI agents become available in Assistant Designer based on display settings configured in AI Agent Studio, including enabling the agent on specific chat assistants.

## Practical Use and Configuration

* To enable an AI agent in Assistant Designer, navigate to AI Agent Studio \> Create and Manage, open the agent, go to the "Select channels and status" tab, activate the toggle for "Allow" under the Virtual Agent assistants card, and select the relevant chat assistants.
* Promoted agents appear as suggested conversational assets in the virtual assistant after selecting the appropriate assistant.
* Discoverable agents can be invoked automatically when user utterances match their triggers.
* Visible agents appear when users select "Show me everything" in conversations.
* Active status controls whether the AI agent is available for use in conversations.

## Using AI Agents in Virtual Agent Topics

ServiceNow customers can leverage AI agent custom skills within Virtual Agent topics to perform tasks such as compiling information from knowledge base articles, enhancing conversational workflows.  
View AI agents created in AI Agent Studio through Assistant Designer.
Note:  
Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).  
Note:  
An updated Assistant Designer Asset library user interface is available when you install ServiceNow Otto in Virtual Agent. This content assumes that you can see the list view. If ServiceNow Otto in Virtual Agent is not installed, you see the legacy UI and topics page. For more information, see [Virtual Agent Designer legacy topics page](https://www.servicenow.com/docs/eKqBAMdp0dJqYGORLs9Lhw "The Virtual Agent Designer legacy home page lists cards for available topics in your instance.").

Role required: virtual_agent_admin

When you select an AI agent, it opens in AI Agent Studio. AI agents currently can't be created or edited in Virtual Agent Designer. You can only view them in Assistant Designer. They can be created, edited, tested, and deleted only in AI Agent Studio. For more details, see [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## AI agents in Assistant Designer {#managing-use-cases-ai-agents__section_ejx_3r1_cfc}

Select the AI agents option to see all the AI agents activated for Assistant Designer.

{#managing-use-cases-ai-agents__table_dnd_gt1_cfc__entry__2}

| Column | Description |
|-|-|
| Name | Name of the AI agent. Select the AI agent to open it in AI Agent Studio. |
| Type | AI agent. |
| Status | Status type such as Published. |
| Active | Whether the AI agent is active or inactive. |
| Last modified | Time when the AI agent was last modified. |
| Description | Description of the AI agent. |
[ ]

{#managing-use-cases-ai-agents__table_dnd_gt1_cfc}

Use the row actions icon ( ![]()) to work with visibility settings for Promoted, Discoverable, Visible, and Active:  
{#managing-use-cases-ai-agents__table_fsb_pt1_cfc__entry__2}

| Option | Description |
|-|-|
| Promoted | Option to toggle the AI agent's Promoted status to show as a suggested conversational asset in the virtual assistant. You must first select an assistant to promote the AI agent. |
| Discoverable | Option to toggle the AI agent's Discoverable status. If discoverable, the AI agent is invoked when matched with a user's utterance. |
| Visible | Option to toggle the AI agent's visibility to users. If visible, the AI agent appears whenever the Show me everything option is selected in the conversation. |
| Active | Option to toggle the AI agent's active status. If active, the AI agent is available within the conversation. |
| Delete | Delete option for AI agent is inactive in Assistant Designer. The AI agent can only be deleted from AI Agent Studio. |
[ ]

{#managing-use-cases-ai-agents__table_fsb_pt1_cfc}

AI agents become available in Assistant Designer based on the display settings in AI Agent Studio. To enable an AI agent to appear in Assistant Designer, perform the following:  
1. Navigate to AllAI Agent StudioCreate and manage.
2. Select the AI agents tab, and open your chosen agent.
3. Select the Select channels and status tab.
4. In the Engage via Virtual Agent assistants card:
   * Activate the Allow toggle switch.
   * Under Choose chat assistants, select the assistants where the AI agent becomes discoverable.

   {#managing-use-cases-ai-agents__ul_rlc_5w1_cfc}

{#managing-use-cases-ai-agents__ol_olc_5w1_cfc}

For detailed information about creating AI agents, see [Create an AI agent](https://www.servicenow.com/docs/access?context=configure-next-best-action-agent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
* **[Using AI agents in Virtual Agent topics](https://www.servicenow.com/docs/BGu35sLnx3kyyhcfgaGllw)**   
  Use an AI agent custom skill to have it perform a task passed to it, such as compiling info on a KB article.

**Related concepts**   

* [Agentic conversations in Virtual Agent](https://www.servicenow.com/docs/S5FVYXBT1XdRupum_gjxdQ "When you query a Virtual Agent, it reasons, plans, and executes across a wide variety of options. The Virtual Agent can use AI agents, virtual agent topics, conversational actions and subflows, catalogs, KB articles, custom skills, and any ServiceNow Otto for Virtual Agent supported skills to help you.")

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