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Activate Virtual Agent

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Activate Virtual Agent

You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.

Before you begin

Role required: admin

About this task

You must have a subscription for Virtual Agent before you can activate the Glide Virtual Agent plugin.
Table 1. Plugins automatically installed with Glide Virtual Agent
Plugin Description
Connect Support


Enables chat in a Connect Support queue.
Glide Conversation Server


Enables Virtual Agent conversation server functionality. Includes UI policies, business rules, messages, roles, tables, and the proxy agent for connecting to the ServiceNow NLU server and NLU providers.
Glide Conversation Server Adapters


Activates Virtual Agent adapters for third-party messaging applications.
Conversation General Settings


Enables admins to define the basic characteristics of Virtual Agent conversations.
Virtual Agent Service Portal Widgets


Activates the Service Portal for use as a Virtual Agent web client.
Virtual Agent Designer


Activates Virtual Agent Designer for building conversation flows.
Service Portal Agent Chat


Enables Service Portal Agent Chat configurations that let users run Virtual Agent or Live Agent on any page in selected service portals.
NLU Model for Virtual Agent Setup Topics


Installs the NLU model for Virtual Agent Setup and Small talk topics.


  1. Navigate to System Definition > Plugins.

    A banner notifies you that you are in the All Applications page, which contains plugins and ServiceNow Store applications.

    To redirect to the legacy list view for plugins, click the link.
    Legacy list banner
  2. Find the plugin using the filter criteria and search bar.

    You can search for the plugin by its name or ID. If you cannot find a plugin, you may have to request it from ServiceNow personnel. To request a plugin, follow the steps in Request a plugin.

  3. Activate the plugin.

    You can activate the plugin directly from the All Applications page or you can view more details about the plugin before you activate it.

    • If you are certain that you have the correct plugin, click Install, and when you see the dialog box, click Activate.
      Plugin dialog box
    • To view plugin details before activation:
      1. Click the plugin name.
      2. On the form, click the Activate/Update related link.
      3. In the dialog box, review the dependent plugins.

        If your plugin requires dependent plugins, they are activated automatically when you activate your plugin if they are not active already.

      4. If demo data is available and you want to install it, click Load demo data.

        Some plugins include demo data, which are sample records that describe plugin features for common use cases. Load demo data when you first activate the plugin on a development or test instance. You can always load demo data later by clicking Load demo data only on the plugin form.

      5. Click Activate.

What to do next

Activate additional Virtual Agent plugins, such as the plugins for predefined Virtual Agent topics.