---
title: Using Virtual Agent in Customer and Consumer Service Portals
description: The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/va-csp-csm-portal.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Automate and optimize, Use, Customer Service Management]
---

# Using Virtual Agent in Customer and Consumer Service Portals

The ServiceNow Virtual Agent platform offers user assistance through an intelligent messaging interface that helps you to deliver conversational support when integrated into your Customer and Consumer Service Portals.

## Integration of Virtual Agent

Virtual Agent is a conversational bot platform that uses a messaging interface to provide user assistance. When integrated with your portal, it helps automate customer interactions and streamline tasks on your Customer and Consumer Service Portals. It builds automated conversations with a base system that helps your users quickly obtain information, make decisions, and perform common work tasks with Virtual Agent.

With Virtual Agent, you can offer continuous support, improve response times, and ease the workload on your customer service team.

## Activation

Virtual Agent activates automatically when you enable it for Customer Service Management \(CSM\). Once activated, by default it integrates seamlessly with your CSM and CSP portals. For more information, see [Activate Virtual Agent for Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/activate-virtual-agent-csm.md).

**Related topics**  


[ServiceNow Otto in Virtual Agent in self-service portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/nava-csp-csm-portals.md)

[ServiceNow Otto conversational experience in self-service portals](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/nass-portal.md)