Configure Virtual Agent for License and Permit Playbook

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

    • The License and Permit Playbook includes Virtual Agent (VA) capabilities. Virtual Agent functionality allows constituents to serve themselves by engaging with a messaging interface, featuring pre-built conversations powered by artificial intelligence. Constituents can utilize the Virtual Agent to initiate new license/permit applications, access existing applications, check application status, and more.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Agent Chat > GSP Chat, and set the status to Active.
    2. Navigate to All > Virtual Agent.
    3. Duplicate the Prompt License/Permit, Update License/Permit Case, and Create License Permit Case topic blocks.
    4. Set the duplicated versions of the Prompt License/Permit, Update License/Permit Case, and Create License Permit Case topic blocks to Active.
    5. Set the Start a License Permit License Permit Application topic block to active.
    6. Open the duplicated version of the Prompt License/Permit topic block, and select the License/Permit Products component.
    7. Modify the node name to the preferred text.
    8. Select the script icon to open the editor.
    9. Modify the table name to the preferred case type within the script.
    10. Select Save.