Get help with Public Service requests using Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 3 minutes to read

    • Public sector users can get assistance completing or updating their requests for various public services by using a pre-built Virtual Agent chatbot conversation. Users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger. Virtual Agent is currently supported by Service Request Playbook and License and Permit Playbook.

    Note:
    Requires Glide Virtual Agent (com.glide.cs.chatbot) plugin.

    Get help with service requests using Virtual Agent

    Public sector end users can get assistance completing or updating non-emergency service requests by using a pre-built Virtual Agent chatbot conversation. End users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger.

    Before you begin

    Role required: constituent, business_contact, business_partner

    About this task

    The information (user inputs and bot responses) exchanged during the Virtual Agent conversation, Create a Service Request, enables the chatbot to assist users with non-emergency service requests.

    Procedure

    1. Navigate to the Government Service Portal or to the Engagement Messenger module if implemented.
    2. Click Chat.
    3. Select Show me everything.
    4. Create or update a non-emergency service request by selecting Create a Service Request.
      Virtual Agent asks the user whether this is a new request or an update to an existing request.
      • For new requests, the bot displays categories of non-emergency services that the user can choose from.
        • If the user needs a service that isn't offered, the user can enter a short description of the issue and continue working with the bot to create a service request.
        • If the issue requires a location to be specified, the bot prompts the user to enter the address or intersection of the issue.
      • For existing requests, the bot displays the list of cases for service requests submitted by the user and then prompts the user to update the case by adding an image or comment about the case.
      The bot creates or updates the case for the service request. The user can continue working on a different issue with the bot or indicate that no further help is needed, which ends the Virtual Agent conversation.

    Get help with license and permit requests using Virtual Agent

    Public sector users can get assistance completing or updating their requests for license and permit services by using a pre-built Virtual Agent chatbot conversation. Users can run this Virtual Agent conversation from the Government Service Portal or from Engagement Messenger.

    Before you begin

    Role required: constituent, business_contact, business_partner

    About this task

    The information (user inputs and bot responses) exchanged during the Virtual Agent conversation, Create a Service Request, enables the chatbot to assist users with non-emergency service requests.

    Procedure

    1. Navigate to the Government Service Portal or to the Engagement Messenger module if implemented.
    2. Click Chat.
    3. Select Show me everything.
    4. Create or update a license or permit request by selecting Start a License/Permit Application.
      Virtual Agent asks the user whether this is a new request or an update to an existing request.
      • For new requests, the bot displays categories of license and permit services that the user can choose from.
        • If the user needs a service that isn't offered, the user can enter a short description of the issue and continue working with the bot to create a request.
        • If the issue requires a location to be specified, the bot prompts the user to enter the address.
      • For existing requests, the bot displays the list of license and permit requests submitted by the user, and then prompts the user to update the case with an image, comment, file, or additional information.
      The bot creates or updates the case for the license and permit request. The user can continue working on a different issue with the bot or indicate that no further help is needed, which ends the Virtual Agent conversation.