Quick start for Virtual Agent Lite

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

    • Virtual Agent Lite comes pre-installed, so all you have to do to try it is activate the ITSM Virtual Agent Conversation Topics Lite plugin and set it up.

    Before you begin

    If you plan to integrate Virtual Agent Lite with Slack, Microsoft Teams, Workplace, or Facebook Messenger apps, you must be an administrator for those messaging apps.

    Role required: virtual_agent_admin or admin

    Procedure

    1. Activate the ITSM Virtual Agent Conversation Topics Lite plugin:
      1. Navigate to All > Plugins.
      2. In the Search field, type ITSM Virtual Agent.
      3. Find the entry for ITSM Virtual Agent Conversation Topics Lite (com.snc.itsm.virtualagent.lite), and then select Activate.
    2. Optional: Configure Virtual Agent Lite for additional portals.
      Virtual Agent Lite appears in the Service portal by default. For more information about configuring the Service portal, see Service Portal events.
    3. Preview and test ITSM Virtual Agent Lite topics in Virtual Agent Designer.
      Two topics are available for use with Virtual Agent Lite.
    4. Duplicate and publish ITSM Virtual Agent Lite topics.
      Users can now access Virtual Agent Lite topics.