---
sourceDocument: Brazil Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/order-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Configuring the Manage Order Operations application

# Configuring the Manage Order Operations application {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Business-to-business (B2B) customers can submit order cases using ServiceNow Otto
Virtual Agent from the Business Portal. Interaction channels include chat and voice options.  
Before you can use the AI agents for managing order operations from the Business Portal, perform the following tasks:

1. [Enable the manage order operations agent on Business Portal](https://www.servicenow.com/docs/KURiY~epXSzu59AT4ksuFQ "Activate and associate the manage order operations agent on the Business Portal so that your customers can use this AI agent to submit order cases autonomously using ServiceNow Otto.")
2. [Configure scripted extension points for the manage order operations AI agent](https://www.servicenow.com/docs/0VMN~Rp0vyCbr3MhTO8N1g "Configure scripted extension points so that the manage order operations chat assistant can check product availability, validate order exception requests for delivery, quantity, and shipping location, and evaluate quote thresholds against your external inventory, ERP, or pricing systems.")
3. [Email notifications for order cases](https://www.servicenow.com/docs/RIjnfHGVbg~~u~0cXz_qQg "The manage order operations AI agent sends automated emails to your B2B customers when an order case is opened from a Business Portal chat conversation and when the order case is closed with a successful resolution. The Manage Order Operations application includes two default email templates that you can customize.")
{#configuring-manage-order-operations__ul_cvn_fkl_3hc}

Enable AI voice agent support on your phone channels by installing the ServiceNow Otto Voice \[sn_voice_aia\] plugin. For more information, see [Deploy AI voice agents](https://www.servicenow.com/docs/access?context=deploy-ai-agents-for-voice&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

Configure Chat Summarization to enable the AI summarization and recommendation features in Active Chat. For more information, see [Configure chat summarization](https://www.servicenow.com/docs/access?context=configure-chat-summarization-in-now-assist_0&version=brazil&pubname=brazil-customer-service-management&ft:locale=en-US).