---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Virtual Agent roles

# Virtual Agent roles {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read  
Virtual Agent adds several roles for users operating as Virtual Agent administrators.
To learn more about managing subscriptions, see and contact your account representative.

## Role description {#VA-roles__section__tfn_5vn_cyb}

Roles that are installed with Virtual Agent are listed below with the following information:

Role title \[name\]
:   Name of the role. Text within brackets matches the Name field in the Roles \[sys_user_role\] table.

Description
:   Description of the role and its intended use.

Contains Roles
:   List of roles contained within the role.

Groups
:   List of groups this role is assigned to by default.

Considerations

:   Warnings or other considerations for administrators.

## Installed roles {#VA-roles__section_ufn_5vn_cyb}

Note:  
Simplify user administration by creating groups that contain all the roles
necessary for specific personas rather than to individual users. You can then
assign individual users to those groups. When users transition to new roles, you
can then re-assign their group memberships, and avoid scenarios where users
retain unexpected roles.

For details on the administration of users, groups, and roles, see User Administration.
**Related concepts**   

* [Domain separation and Virtual Agent](https://servicenow-prod.fluidtopics.net/E1j8F9a6Fe4dLE0drB0a_w "Domain separation is supported in the Virtual Agent application. Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data.")
* [Virtual Agent interaction records](https://servicenow-prod.fluidtopics.net/ZuuRpg0W0qr6qLZSr9CEqA "Each time a Virtual Agent conversation occurs, an interaction record captures the entire conversation in the Interactions [interaction] table. The record includes all topic elements used in the conversation, as well as live agent transfers.")
* [Virtual Agent scripts](https://servicenow-prod.fluidtopics.net/ke~GUHWgbfbG1gVpGBXv6A "Use ServiceNow Virtual Agent script methods and variables to write chat scripts, such as response, trigger, and flow scripts. Variables can also provide context for your live support topics and conversations.")  
**Related reference**   

* [Input data types in Virtual Agent topics](https://servicenow-prod.fluidtopics.net/ez3sicwydv8MfCVtr3s8~g "You can define inputs of commonly used Glide Virtual Agent (com.glide.cs.chatbot) data types in Virtual Agent Designer without writing a script. Define the input data type on the Start node of a custom control or topic block.")
* [NLU system entities](https://servicenow-prod.fluidtopics.net/383zlgZc~i_gJ7dA3DMuXg "Use globally defined NLU entities to identify system information that Virtual Agent can extract from the conversation. You can define entities as \"nodeless\" input variables for a topic. These variables can be slot-filled from NLU service provider predictions or provided outside of the scope of the topic.")
* [Virtual Agent URL parameters](https://servicenow-prod.fluidtopics.net/vNKDkTdIOc8plnioeUmuqQ "Virtual Agent provides various system parameters that admins can add to an instance URL to control how page content is rendered.")
* [Latency feedback in Virtual Agent](https://servicenow-prod.fluidtopics.net/f_41JtGwhllDIecVv95iBg "The com.glide.cs.message.processing.enabled system property notifies requesters whenever the generative AI large language model (LLM) is processing their request in the Virtual Agent chat widget and Now Assist panel.")

## Issue auto resolution administrator \[iar_admin\] {#ariaid-title2}

Configures the delivery of automated task resolution messages in Virtual Agent, email, or SMS.

### Contains Roles {#va-roles-1__section-feature-role-contains-roles}

List of roles contained within the role.  
* evam_admin
* search_application_admin
{#va-roles-1__ul_th5_c1n_g1c}

### Groups {#va-roles-1__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-1__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Chat survey administrator \[chat_survey_admin\] {#ariaid-title3}

Controls and configures post-chat surveys for gathering feedback on user experience, or for chat queues defined in Advanced Work Assignment.

### Contains Roles {#va-roles-2__section-feature-role-contains-roles}

List of roles contained within the role: survey_admin.

### Groups {#va-roles-2__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-2__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Workflow Studio \[action_designer\] {#ariaid-title4}

Launches the Workflow Studio app, to automate tasks with sequences of related steps.

### Contains Roles {#va-roles-3__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-3__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-3__section-feature-role-considerations}

None.

## EVAM administrator \[evam_admin\] {#ariaid-title5}

Accesses Entity View Action Mapping, to standardize display of different data sources in cards or lists.

### Contains Roles {#va-roles-4__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-4__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-4__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Virtual Agent branding \[va_branding\] {#ariaid-title6}

Fetches branding settings via scripted rest API.

### Contains Roles {#va-roles-5__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-5__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-5__section-feature-role-considerations}

None.

## Activity subscriptions administrator \[actsub_admin\] {#ariaid-title7}

Creates subscribable objects and subscribes to activities on those objects.

### Contains Roles {#va-roles-6__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-6__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-6__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Workflow Studio \[action_designer\] {#ariaid-title8}

Launches the Workflow Studio app, to automate tasks with sequences of related steps.

### Contains Roles {#va-roles-7__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-7__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-7__section-feature-role-considerations}

None.

## EVAM administrator \[evam_admin\] {#ariaid-title9}

Accesses Entity View Action Mapping, to standardize display of different data sources in cards or lists.

### Contains Roles {#va-roles-8__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-8__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-8__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Virtual Agent branding \[va_branding\] {#ariaid-title10}

Fetches branding settings via scripted rest API.

### Contains Roles {#va-roles-9__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-9__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-9__section-feature-role-considerations}

None.

## Activity subscriptions administrator \[actsub_admin\] {#ariaid-title11}

Creates subscribable objects and subscribes to activities on those objects.

### Contains Roles {#va-roles-10__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-10__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-10__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Flow designer \[flow_designer\] {#ariaid-title12}

Launches the Workflow Studio app, to create multi-step workflows.

### Contains Roles {#va-roles-11__section-feature-role-contains-roles}

List of roles contained within the role.  
* decision_table_reader
* flow_operator
* rest_api_builder
{#va-roles-11__ul_blz_4pn_g1c}

### Groups {#va-roles-11__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-11__section-feature-role-considerations}

None.

## Automated testing framework designer \[atf_test_designer\] {#ariaid-title13}

Creates and runs automated tests to confirm proper instance function after making changes to the instance.

### Contains Roles {#va-roles-12__section-feature-role-contains-roles}

List of roles contained within the role: impersonator.

None.

### Groups {#va-roles-12__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-12__section-feature-role-considerations}

None.

## NLU Administrator \[nlu_admin\] {#ariaid-title14}

Creates NLU models and associated intents in the NLU Workbench.

### Contains Roles {#va-roles-13__section-feature-role-contains-roles}

List of roles contained within the role.  
* sn_nlu_workbench.nlu_feedback_admin
* nlu_editor
* nlu_user
{#va-roles-13__ul_adv_hqn_g1c}

### Groups {#va-roles-13__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-13__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## External application installation administrator \[external_app_install_admin\] {#ariaid-title15}

Installs external apps such as Slack, Microsoft Teams, and Workplace.

### Contains Roles {#va-roles-14__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-14__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-14__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

Any user assigned this role can alter or delete topics created in the Virtual Agent Designer system, including topics that other topics refer to or have as dependencies.

## Automated Customer Experiences (ACE) user \[sn_ace.ace_user\] {#ariaid-title16}

Accesses and reads ACE records.

### Contains Roles {#va-roles-15__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-15__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-15__section-feature-role-considerations}

None.

## Conversational Interfaces guided setup administrator \[sn_ci_gs_content.ci_guided_setup_admin\] {#ariaid-title17}

Creates a guided setup to assist users with planning the roll-out of Conversational Interfaces materials, and performs the basic configurations to go live.

### Contains Roles {#va-roles-16__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-16__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-16__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Localization requestor \[localization_requestor\] {#ariaid-title18}

Creates translation requests, and views completed translations in the Localization Framework.

### Contains Roles {#va-roles-17__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-17__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-17__section-feature-role-considerations}

None.

## Self-service manager \[sn_ssa_core.self_service_manager\] {#ariaid-title19}

Performs CRUD operations on Pattern and Activity configuration and the Deflection data tables.

### Contains Roles {#va-roles-18__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-18__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-18__section-feature-role-considerations}

None.

## Image administrator \[image_admin\] {#ariaid-title20}

Manages image files on the Images \[db_image\] table.

### Contains Roles {#va-roles-19__section-feature-role-contains-roles}

List of roles contained within the role.

None.

### Groups {#va-roles-19__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-19__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Search application administrator \[search_application_admin\] {#ariaid-title21}

Inserts data into, updates, and deletes search-UX related configuration tables including: \[sys_search_context_config\], \[sys_search_source\], \[m2m_search_context_config_search_source\], \[sys_search_facet\], and \[sys_search_filter\].
The AI Search administrator \[ais_admin\] role is included in this role to perform AI Search configuration.

### Contains Roles {#va-roles-20__section-feature-role-contains-roles}

List of roles contained within the role.  
* ais_admin
* personalize_dictionary
{#va-roles-20__ul_o5b_l14_g1c}

### Groups {#va-roles-20__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-20__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.

## Chat analytics administrator \[chat_analytics_admin\] {#ariaid-title22}

Sets up the Conversational Analytics dashboard, reconfigures its contents, and creates funnels to review performance of conversation flows.

### Contains Roles {#va-roles-21__section-feature-role-contains-roles}

List of roles contained within the role: chat_analytics_viewer.

### Groups {#va-roles-21__section-feature-role-groups}

List of groups this role is assigned to by default.

None.

### Special considerations {#va-roles-21__section-feature-role-considerations}

Note:  
Avoid granting an admin role when more specialized roles are available.