Enable the manage order operations agent on Business Portal

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

    • 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.

    Before you begin

    Activate and enable a chat assistant such as ServiceNow Otto in Virtual Agent to use in the Business Portal. For more information, see Configuring assistants overview.

    AI agents use role masking 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.

    Role required: sn_aia.admin

    Procedure

    1. Navigate to All > AI Agent Studio > Create and manage.
    2. On the Manage agentic workflows and AI agents page, select the AI agents tab.
    3. Select the Manage order operations agent to start configuring it.
    4. On the Define the specialty page, select Save and 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. Specify where this AI agent is discoverable by selecting Virtual Agent from the Choose chat assistants field.
      For this use case, select ServiceNow Otto for Virtual Agent (default).
    8. Optional: Promote the agent to add it to the list of promoted topics.
      1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
      2. On the Assistant Designer, select the AI agents tab.
      3. Select Promoted from the More actions icon for the manage order operations agent.

    Result

    The chat assistant is activated in the Business Portal.

    What to do next

    Customize the subject, content, or formatting of the default email templates for order cases. For more information, see Email notifications for order cases.