---
title: Configure ServiceNow Otto for Customer Service Management \(CSM\) in Virtual Agent
description: Use ServiceNow Otto for CSM in Virtual Agent to provide users a content-driven generative AI experience.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/now-assist-for-csm/configure-now-assist-for-customer-service-management-csm-in-virtual-agent.html
release: australia
product: Now Assist for CSM
classification: now-assist-for-csm
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
keywords: [generative AI, generative AI for Customer Service Management, generative AI for customer service agents]
breadcrumb: [Configure, ServiceNow Otto for CSM, Customer Service Management]
---

# Configure ServiceNow Otto for Customer Service Management \(CSM\) in Virtual Agent

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

## Before you begin

Role required: admin

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

-   ServiceNow Otto for Customer Service Management \(CSM\)
-   Walk-Up for CSM \(com.snc.walkup\_for\_csm\)
-   Conversational Appointment Booking \(sn\_va\_appt\_schedul\)

## About this task

There are 6 main steps to configure ServiceNow Otto for CSM in Virtual Agent:

1.  [Activate Virtual Agent for Customer Service Management \(CSM\).](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/activate-virtual-agent-csm.md)
2.  [Configure AI in Virtual Agent.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md)
3.  [Install Conversational Appointment Booking.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/conv_appt_booking_install.md)
4.  [Enable Walk-up Experience Appointment Booking.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/customer-self-service-and-omnichannel-engagement/csm-walkup-appt-booking.md)
5.  [Configure API credentials for generative AI capabilities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/configuring-api-credentials-for-generative-ai-capabilities.md).
6.  Enable Schedule a Walk-up Appointment topic in the Virtual Agent.

## Procedure

1.  Navigate to **All** > **Conversational interfaces** > **Virtual Agent** > **Designer**.

2.  Locate and select **Schedule a Walk-up Appointment** topic under LLM.

3.  Select the **Properties** tab.

4.  Locate the check box labeled AI for Virtual Agent under Select LLM assistant to make topic available.

5.  Select **Save**.

6.  Select **Publish**.


## Result

The topic is available and active in the chat window.