---
title: Activate Virtual Agent for Customer Service Management
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/activate-virtual-agent-csm.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure chat, Configure omnichannel, Configure, Customer Service Management]
---

# Activate Virtual Agent for Customer Service Management

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.

## Before you begin

The Virtual Agent plugin \(com.glide.cs.chatbot\) must be activated. If the Virtual Agent isn’t currently activated, contact ServiceNow to activate it.

Role required: admin

## Procedure

1.  Activate the Customer Service Virtual Agent Conversations plugin \(com.sn\_csm.virtualagent\) to access the predefined Customer Service topics.