---
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


---

# Configure Now Assist in Virtual Agent

# Configure Now Assist for Customer Service Management (CSM) in Virtual Agent {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Use Now Assist for CSM in Virtual Agent to provide users a content-driven generative AI experience.

## Antes de Iniciar

Role required: admin

To ensure LLM-based appointment booking works in Customer Service Management, the following apps are required:

## Por Que e Quando Desempenhar Esta Tarefa

There are 6 main steps to configure Now Assist for CSM in Virtual Agent:

1. [Activate Virtual Agent for Customer Service Management (CSM).](https://servicenow-prod.fluidtopics.net/ciouQw9pBuE0JaskttEY5g "Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.")
2. [Configure Now Assist in Virtual Agent.](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US)
3. [Install Conversational Appointment Booking.](https://servicenow-prod.fluidtopics.net/3qMr1HgMofXY37uGgCeZ9Q "Install the Conversational Appointment Booking application (sn_va_appt_schedul) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.")
4. [Enable Walk-up Experience Appointment Booking.](https://servicenow-prod.fluidtopics.net/mB5xzgTQ78wWPiRUgRx8RQ "With the CSM Walk-up Experience appointment booking feature, walk-up users can view available appointment windows. The users can also select and book an appointment for a walk-up location using the online Walk-up Check-in feature.")
5. [Configure API credentials for OpenAI](https://www.servicenow.com/docs/access?context=configure-api-credentials-for-openai&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).
6. Enable Schedule a Walk-up Appointment topic in the Virtual Agent.
{#configure-now-assist-for-customer-service-management-csm-in-virtual-agent__ol_qfn_mjt_wdc}

## Procedimento

1. Navigate to AllConversational interfacesVirtual AgentDesigner.
2. Locate and select Schedule a Walk-up Appointment topic under Now LLM.
3. Select the Properties tab.
4. Locate the check box labeled Now Assist for Virtual Agent under Select LLM assistant to make topic available.
5. Select Save.
6. Select Publish.

## Resultado

The topic is available and active in the chat window.