---
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


---

# Configure invoice dispute intake

# Configure AI-assisted invoice dispute intake on the Business Portal {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Activate and associate the invoice dispute intake assistant AI agent on the Business Portal so that your customers can submit invoice cases autonomously using ServiceNow Otto
Virtual Agent.

## Before you begin

AI agents use [role masking](https://www.servicenow.com/docs/access?context=aia-role-masking&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US) to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an AI agent](https://www.servicenow.com/docs/access?context=define-sec-controls-aia&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US).

Activate and enable a chat assistant such as ServiceNow Otto in Virtual Agent to use in the Business Portal. 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).

Role required: sn_aia.admin

## Procedure

1. Navigate to AllAI Agent StudioCreate and manage.
2. On the Manage agentic workflows and AI agents page, select the AI agents tab.
3. Select the Invoice Dispute Intake Assistant agent to start configuring it.
4. On the Define the specialty page, select Continue.
5. From the navigation pane, select Select channels and status.
6. On the Select channels and status page, set the Engage via Virtual Agent assistants option to Allow.
7. To specify where this AI agent is discoverable, select Virtual Agent from the Choose chat assistants field.  
   For this use case, select ServiceNow Otto for Virtual Agent (default).
8. Select Save and test.
9. **Optional:** Promote the agent to add it to the list of promoted topics.
   1. Navigate to AllConversational InterfacesVirtual AgentDesigner.
   2. On the Assistant Designer, select the AI agent tab.
   3. Locate the Invoice Dispute Intake Assistant AI agent and select Promoted from the More actions icon .
   {#enable-manage-invoice-operations-ai-agent__substeps_w4t_ckq_hhc}

## Result

The chat assistant is activated in the Business Portal.
**Related topics**   

* [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US)
* [Promote or demote LLM conversational subflows, actions, and topics in Assistant Designer](https://www.servicenow.com/docs/access?context=promote-demote-va-topics&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
* [Assistant Designer Asset library](https://www.servicenow.com/docs/access?context=vad-topics-page&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)

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