---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Activate Virtual Agent

# Activate Virtual Agent for Customer Service Management {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Activate the Customer Service
Virtual Agent plugin to enable predefined chatbot conversations that help customers complete common self-service tasks. The plugin includes ready-to-use topics that you can publish after activation.

## Before you begin

The Virtual Agent plugin (com.glide.cs.chatbot) must be activated. If Virtual Agent is not currently activated, contact ServiceNow to activate it.

Role required: admin

## Procedure

1. Navigate to AllSystem DefinitionPlugins.
2. In the Name column, find and select Customer Service Virtual Agent Conversations.  
   You can also search for the plugin ID: com.sn_csm.virtualagent.
3. Select Activate/Upgrade.
4. In the Activate Plugin dialog box, review the plugin dependencies.  
   The system displays any dependent plugins that will be activated automatically. Verify that all dependencies are acceptable before proceeding.
5. Select Activate.  
   The plugin activates and the predefined Customer Service Virtual Agent topics is set to available in the system. The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically activated.

## Result

The predefined Virtual Agent topics are now available in your instance. Publish each topic to make it available to your customers.
**Related concepts**   

* [Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/0vAu~W2M3cmIR0SAVnA1VA "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze and understand user input. Chatbots then navigate users to the right topic based on inferred intent.")  
**Related tasks**   

* [Get help using virtual agent conversations](https://www.servicenow.com/docs/lDoBYh2fnQyPtcySASRSqw "Predefined Customer Service Virtual Agent chatbot conversations help your customers complete common self-service tasks, such as getting help with a product or checking the status of a case. Use predefined NLU with your virtual agent chatbot topics to enable the chatbot to assess user intent and provide the best response based on the conversation's context.")  
**Related topics**   

* [Publish a Virtual Agent topic](https://www.servicenow.com/docs/access?context=publish-virtual-agent-topic&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
* [Virtual Agent Designer](https://www.servicenow.com/docs/access?context=conversation-designer-virtual-agent&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)

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