---
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


---

# Customer Service Virtual Agent conversations

# Customer Service Virtual Agent conversations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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.

A conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to accomplish a specific goal.

## Activating Virtual Agent conversations {#csm-virtual-agent-chatbot__section_bgs_5n2_thb}

The system administrator or a virtual agent admin must do the following to enable the chatbot conversations:

* Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
* Enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
* [Publish](https://www.servicenow.com/docs/access?context=publish-virtual-agent-topic&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US) the following read-only pre-defined virtual agent chatbot topics and topic blocks:  
  Note:  
  You can duplicate a topic and then customize it.
  * Check Case Status (Template)Users can search cases and check the status of an existing case.

  * Get Help with a Product (Template)Users can get help on an issue with a product, search relevant knowledge articles, or create a case for the issue.

  * Get Help (Template)This topic is for users who aren't logged in and want to chat anonymously. Users can use keywords and search relevant knowledge articles or choose to be transferred to a live agent. You can
    integrate this topic with the [Facebook Messenger integration](https://www.servicenow.com/docs/HywgqgHCTIxAzChXPGRtWg "Integrate Facebook Messenger chat conversations with your ServiceNow instance so that consumers and customer contacts can communicate with your business using the Conversational Integration with Facebook Messenger application.") to enable chat using your messaging application.

  * Get Help with an Order (Template) Users can get help on an issue with an existing order, search relevant knowledge articles, or create a case for the issue.

  * Submit Request (Template)Users can submit a request for searching and using one of the catalog items.

  * Create Case Users can create a case from Virtual Agent when no relevant topics for their issue are displayed.

  * Update Case Users can update a case from Virtual Agent.

  {#csm-virtual-agent-chatbot__ul_wxq_3vm_rgb}
{#csm-virtual-agent-chatbot__ul_jlf_3vk_qgb}Your users can run the published topics in your chat support client.

## Activating Virtual Agent conversations with NLU {#csm-virtual-agent-chatbot__section_t5d_wn2_thb}

* The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically activated when you activate the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).  
  After you activate the plugin, you can view the following read-only intents for the Customer Service NLU for models in Studio:
  * CheckCaseStatus
  * GetHelp
  * GetHelpWithProduct
  * GetHelpWithOrder
  * SubmitRequest
  {#csm-virtual-agent-chatbot__ul_r41_mhs_f3b}

  Each intent corresponds to a [chatbot topic](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."). To customize an intent, you can [import](https://www.servicenow.com/docs/access?context=import-nlu-intent&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) an existing intent from the Customer Service NLU for Virtual Agent model and then [link the NLU model with the associated intent for the topic](https://www.servicenow.com/docs/access?context=va-NLU&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).
* Enable ServiceNow NLU in the [general settings](https://www.servicenow.com/docs/access?context=va-conversation-settings&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).
{#csm-virtual-agent-chatbot__ul_njf_c42_thb}
**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**   

* [Natural Language Understanding in Virtual Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)