---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Customer Service Virtual Agent conversations

# Customer Service Virtual Agent conversations {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Predefined Customer Service Virtual Agent
chatbot conversations enable your customers to get help with the product. Integrating Natural
Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to
analyze, understand, and navigate the user to the right topic based on the inferred
intent.

A conversation topic defines the dialog between the Virtual Agent (chatbot) and the user to
accomplish a specific goal.

## Activating Virtual Agent conversations {#csm-virtual-agent-chatbot__section_bgs_5n2_thb}

The system administrator or a virtual agent admin must do the following to enable the chatbot conversations:

* Enable the Glide Virtual Agent plugin (com.glide.cs.chatbot).
* Enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).
* [Publish](https://www.servicenow.com/docs/access?context=publish-virtual-agent-topic&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) the following read-only pre-defined virtual agent chatbot topics and topic blocks:  
  Nota:  
  You can duplicate a topic and then customize it.
  * Check Case Status (Template)Users can search cases and check the status of an
    existing case.

  * Get Help with a Product (Template)Users can get help on an issue with a
    product, search relevant knowledge articles, or create a case for the
    issue.

  * Get Help (Template)This topic is for users who are not logged in and want to
    chat anonymously. Users can use keywords and search relevant knowledge articles or
    choose to be transferred to a live agent. You can integrate this topic with the
    [Virtual agent - Facebook
    messaging integration](https://servicenow-prod.fluidtopics.net/7CHh0NgI7kBRev9GISa7ow "Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger.") to
    enable chat using your messaging application.

  * Get Help with an Order (Template) Users can get help on an issue with an
    existing order, search relevant knowledge articles, or create a case for the
    issue.

  * Submit Request (Template)Users can submit a request for searching and using one
    of the catalog items.

  * Create Case Creates a case from Virtual Agent when no relevant topics for the
    issue you have are displayed.

  * Update Case Users can update a case from Virtual agent.

  {#csm-virtual-agent-chatbot__ul_wxq_3vm_rgb}
{#csm-virtual-agent-chatbot__ul_jlf_3vk_qgb}Your users can run the published topics in your chat support client.

## Activating Virtual Agent conversations with NLU {#csm-virtual-agent-chatbot__section_t5d_wn2_thb}

* The Customer Service NLU Model for Virtual Agent Conversations (com.sn_csm.nlu) plugin is automatically enabled when you enable the Customer Service Virtual Agent Conversations plugin (com.sn_csm.virtualagent).  
  After you enable the plugin, you can view the following read-only intents for the Customer Service NLU for VA models in Studio:
  * CheckCaseStatus
  * GetHelp
  * GetHelpWithProduct
  * GetHelpWithOrder
  * SubmitRequest
  {#csm-virtual-agent-chatbot__ul_r41_mhs_f3b}

  Each
  intent corresponds to a [chatbot
  topic](https://servicenow-prod.fluidtopics.net/m32aYQLdXKUuLHWmBQCKrQ "Predefined Customer Service Virtual Agent chatbot conversations help your customers complete common self-service tasks, such as getting help with a product or checking the status of a case. Use predefined NLU with your virtual agent chatbot topics to enable the chatbot to assess user intent and provide the best response based on the conversation's context."). To customize an intent, you can [import](https://www.servicenow.com/docs/access?context=import-nlu-intent&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) an existing intent from the Customer Service NLU
  for Virtual Agent model and then [link the NLU model with the
  associated intent for the topic](https://www.servicenow.com/docs/access?context=va-NLU&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
* Enable ServiceNow NLU in the [general settings](https://www.servicenow.com/docs/access?context=va-conversation-settings&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
{#csm-virtual-agent-chatbot__ul_njf_c42_thb}
**Tarefas relacionadas**   

* [Get help using virtual agent conversations](https://servicenow-prod.fluidtopics.net/m32aYQLdXKUuLHWmBQCKrQ "Predefined Customer Service Virtual Agent chatbot conversations help your customers complete common self-service tasks, such as getting help with a product or checking the status of a case. Use predefined NLU with your virtual agent chatbot topics to enable the chatbot to assess user intent and provide the best response based on the conversation's context.")  
**Tópicos relacionados**   

* [Natural Language Understanding in Virtual Agent](https://www.servicenow.com/docs/access?context=va-NLU&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)