---
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


---

# ServiceNow Otto in Virtual Agent in self-service portal

# ServiceNow Otto in Virtual Agent in self-service portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Integrate the ServiceNow Otto in Virtual Agent in Virtual Agent with Customer and Consumer Service Portals to enable generative AI skills in your conversational experiences. It helps create a natural-language conversational experience that can improve the success
of your self-service workflows.

## ServiceNow Otto benefits in self service Portals {#nava-csp-csm-portals__section_wjd_gmt_gdc}

The key benefits of adopting ServiceNow Otto in Virtual Agent for your portals include:

* Conversational responses: ServiceNow Otto in Virtual Agent uses large language models (LLMs) to deliver natural-language responses, making interactions more human-like and improving user satisfaction.
* Improved self-service: It helps improve productivity and efficiency by providing faster answers and recommended actions.
* Enhanced search: Enhances search capabilities by guiding users through more refined, AI-driven searches, helping them locate the information they need with greater accuracy and efficiency. Users can also search for public content in the ServiceNow Otto in Virtual Agent and get the search results. The source of the search results are available as internal or external with the links to it.
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## Getting started with ServiceNow Otto in Virtual Agent in Customer and Consumer Service portals {#nava-csp-csm-portals__section_xwf_qmt_gdc}

Use the following steps to get started with ServiceNow Otto in Virtual Agent in Customer and Consumer Service portals.{#nava-csp-csm-portals__section_xwf_qmt_gdc-para-1}

* To enable ServiceNow Otto in Virtual Agent in your portals, verify that the experience is configured by the virtual_agent_admin or admin role. For more information, see [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).
* In the Display experience tab, select Customer Service for Customer Service Portal or Customer Support for Consumer Service Portal from the Portals tab, then select the Chat widget.
* In the Information Sources tab, control the information available to the assistant. Select Copy existing configuration and select the search profile: CSM Portal Default Search Application for CSM, or CSP Portal Default Search Application for CSP.  
  Note:  
  Each assistant has its own search configuration. If the assistant appears on a portal or mobile app that already has AI search configured, copy that configuration to maintain consistency.
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**Related concepts**   

* [ServiceNow Otto conversational experience in self-service portals](https://www.servicenow.com/docs/~MLrS51OCpPA5xS8CYcKlg "Learn about the ServiceNow Otto enhanced chat feature in the Self-service portals.")
* [Using Virtual Agent in Customer and Consumer Service Portals](https://www.servicenow.com/docs/c7~LVMhAb79Aow70nkQw_A "The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.")  
**Related topics**   

* [Configure assistants overview](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)