Enable the manage order operations agent on Business Portal

task australia Updated Sep 10, 2026 2 min read enable-manage-order-operations-ai-agent.md

Activate and associate the manage order operations agent on the Business Portal so that your customers can use this AI agent to submit order cases autonomously using ServiceNow Otto.

Before you begin

Activate and enable a chat assistant such as ServiceNow Otto in Virtual Agent to use in the Business Portal. For more information, see Configure assistants overview.

AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select Users with specific roles for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see Define security controls for an AI agent.

Role required: sn_aia.admin

Procedure

Navigate to All > AI Agent Studio > Create and manage.
On the Manage agentic workflows and AI agents page, select the AI agents tab.
Select the Manage order operations agent to start configuring it.
On the Define the specialty page, select Save and continue.
From the navigation pane, select Select channels and status.
On the Select channels and status page, set the Engage via Virtual Agent assistants option to Allow.
Specify where this AI agent is discoverable by selecting Virtual Agent from the Choose chat assistants field.

For this use case, select ServiceNow Otto for Virtual Agent (default).
Promote the agent to add it to the list of promoted topics.
1. Navigate to All > Conversational Interfaces > Virtual Agent > Designer.
2. On the Assistant Designer, select the AI agents tab.
3. Select Promoted from the More actions icon [Omitted image "ellipsis-vertical-fill-24.svg"] Alt text: for the manage order operations agent.

Result

The chat assistant is activated in the Business Portal.

What to do next

Customize the subject, content, or formatting of the default email templates for order cases. For more information, see Email notifications for order cases.

Parent Topic:Configuring the Manage Order Operations application

Related topics

AI Agent Studio overview

Promote or demote LLM conversational subflows, actions, and topics in Assistant Designer

Assistant Designer Asset library

Keywords ServiceNow OttoAI Agentsgenerative AIagentic AI

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---
title: Enable the manage order operations agent on Business Portal
description: Activate and associate the manage order operations agent on the Business Portal so that your customers can use this AI agent to submit order cases autonomously using ServiceNow Otto.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/order-management/enable-manage-order-operations-ai-agent.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
keywords: [ServiceNow Otto, AI Agents, generative AI, agentic AI]
breadcrumb: [Configuring the Manage Order Operations application, Business Portal, Configure, Sales Customer Relationship Management]
---

# Enable the manage order operations agent on Business Portal

Activate and associate the manage order operations agent on the Business Portal so that your customers can use this AI agent to submit order cases autonomously using ServiceNow Otto.

## Before you begin

Activate and enable a chat assistant such as ServiceNow Otto in Virtual Agent to use in the Business Portal. For more information, see [Configure assistants overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md).

AI agents use role masking to determine which users can access them. Ones installed with your applications have specific roles that come included with the application. If you select **Users with specific roles** for user access, you must configure the security controls to include these roles. For the instructions to change the security controls, see [Define security controls for an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/define-sec-controls-aia.md).

Role required: sn\_aia.admin

## Procedure

1. Navigate to **All** &gt; **AI Agent Studio** &gt; **Create and manage**.

2. On the Manage agentic workflows and AI agents page, select the **AI agents** tab.

3. Select the **Manage order operations** agent to start configuring it.

4. On the Define the specialty page, select **Save and continue**.

5. From the navigation pane, select **Select channels and status**.

6. On the Select channels and status page, set the **Engage via Virtual Agent assistants** option to **Allow**.

7. Specify where this AI agent is discoverable by selecting Virtual Agent from the **Choose chat assistants** field.

For this use case, select **ServiceNow Otto for Virtual Agent \(default\)**.

8. Promote the agent to add it to the list of promoted topics.

1. Navigate to **All** &gt; **Conversational Interfaces** &gt; **Virtual Agent** &gt; **Designer**.

2. On the Assistant Designer, select the **AI agents** tab.

3. Select **Promoted** from the More actions icon \[Omitted image "ellipsis-vertical-fill-24.svg"\] Alt text: for the manage order operations agent.

## Result

The chat assistant is activated in the Business Portal.

## What to do next

Customize the subject, content, or formatting of the default email templates for order cases. For more information, see [Email notifications for order cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/order-case-email-notifications.md).

**Parent Topic:**[Configuring the Manage Order Operations application](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/order-management/configuring-manage-order-operations.md)

**Related topics**

[AI Agent Studio overview](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/intelligent-experiences/ai-agent-studio.md)

[Promote or demote LLM conversational subflows, actions, and topics in Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/promote-demote-va-topics.md)

[Assistant Designer Asset library](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/vad-topics-page.md)