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IT Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

ITSM Virtual Agent Lite

Access a pre-built subset of ITSM Virtual Agent features to quickly and easily implement a virtual agent for your end users. ITSM Virtual Agent Lite offers an introductory collection of conversation topics for IT support.

ITSM Virtual Agent Lite overview

ITSM Virtual Agent Lite enables you to use a limited version of Virtual Agent. The available keyword-based conversations run in the web chat client and also in the messaging applications, such as Slack, Microsoft Teams, Workplace by Facebook, and Facebook Messenger.

ITSM Virtual Agent Lite topic category and conversations

Topic conversations run in the web chat client and also in supported ITSM Virtual Agent messaging integrations. Get familiar with Virtual Agent technology to improve your ITSM self-service experience with a streamlined conversational interface.

The ITSM Virtual Agent Lite pre-built, read-only topic conversation templates are contained in the ITSM Self Service Lite Virtual Agent Designer category. The following conversation topic templates are ready for you to publish and use:

  • Check Ticket Status

  • Report an Issue

  • Setting up ITSM Virtual Agent Lite
    Setup ITSM Virtual Agent Lite using to use the read-only, pre-built conversation topics for your most common ITSM self-service cases. For example, you can connect your users with a virtual agent to check ticket status, search the knowledge base, and report an issue.

Parent Topic:IT Service Management