{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":4769,"path":"conversational-interfaces/virtual-agent/VA-roles.md","title":null,"bundle":null,"doc_type":null,"release":null,"body":"---\ntitle: Virtual Agent roles\ndescription: Virtual Agent adds several roles for users operating as Virtual Agent administrators.Configures the delivery of automated task resolution messages in Virtual Agent, email, or SMS.Controls and configures post-chat surveys for gathering feedback on user experience, or for chat queues defined in Advanced Work Assignment.Launches the Workflow Studio app, to automate tasks with sequences of related steps.Accesses Entity View Action Mapping, to standardize display of different data sources in cards or lists.Fetches branding settings via scripted rest API.Creates subscribable objects and subscribes to activities on those objects.Launches the Workflow Studio app, to create multi-step workflows.Creates and runs automated tests to confirm proper instance function after making changes to the instance.Creates NLU models and associated intents in the NLU Workbench.Installs external apps such as Slack, Microsoft Teams, and Workplace.Accesses and reads ACE records.Creates a guided setup to assist users with planning the roll-out of Conversational Interfaces materials, and performs the basic configurations to go live.Creates translation requests, and views completed translations in the Localization Framework.Performs CRUD operations on Pattern and Activity configuration and the Deflection data tables.Manages image files on the Images \\[db\\_image\\] table.Inserts data into, updates, and deletes search-UX related configuration tables including: \\[sys\\_search\\_context\\_config\\], \\[sys\\_search\\_source\\], \\[m2m\\_search\\_context\\_config\\_search\\_source\\], \\[sys\\_search\\_facet\\], and \\[sys\\_search\\_filter\\]. The AI Search administrator \\[ais\\_admin\\] role is included in this role to perform AI Search configuration.Sets up the Conversational Analytics dashboard, reconfigures its contents, and creates funnels to review performance of conversation flows.\nlocale: en-US\ncanonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/VA-roles.html\nrelease: australia\nproduct: Virtual Agent\nclassification: virtual-agent\ntopic_type: reference\nlast_updated: \"2026-03-12\"\nreading_time_minutes: 5\nbreadcrumb: [Installed with Virtual Agent, Activate Virtual Agent, Activate and get started, Virtual Agent, Conversational Interfaces]\n---\n\n# Virtual Agent roles\n\nVirtual Agent adds several roles for users operating as Virtual Agent administrators.\n\nTo learn more about managing subscriptions, see [Managing per-user subscriptions in Subscription Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/managing-user-subscriptions-v2.md) and contact your account representative.\n\n## Role description\n\nRoles that are installed with Virtual Agent are listed below with the following information:\n\n-   **Role title \\[name\\]**\n\n    Name of the role. Text within brackets matches the **Name** field in the Roles \\[sys\\_user\\_role\\] table.\n\n-   **Description**\n\n    Description of the role and its intended use.\n\n-   **Contains Roles**\n\n    List of roles contained within the role.\n\n-   **Groups**\n\n    List of groups this role is assigned to by default.\n\n-   **Considerations**\n\n    Warnings or other considerations for administrators.\n\n\n## Installed roles\n\n**Note:**\n\nSimplify user administration by creating groups that contain all the roles necessary for specific personas rather than to individual users. You can then assign individual users to those groups. When users transition to new roles, you can then re-assign their group memberships, and avoid scenarios where users retain unexpected roles.\n\nFor details on the administration of users, groups, and roles, see [User Administration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-administration/c_UserAdministration.md).\n\n## Issue auto resolution administrator \\[iar\\_admin\\]\n\nConfigures the delivery of automated task resolution messages in Virtual Agent, email, or SMS.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   evam\\_admin\n-   search\\_application\\_admin\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Chat survey administrator \\[chat\\_survey\\_admin\\]\n\nControls and configures post-chat surveys for gathering feedback on user experience, or for chat queues defined in Advanced Work Assignment.\n\n### Contains Roles\n\nList of roles contained within the role: survey\\_admin.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Workflow Studio \\[action\\_designer\\]\n\nLaunches the Workflow Studio app, to automate tasks with sequences of related steps.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## EVAM administrator \\[evam\\_admin\\]\n\nAccesses Entity View Action Mapping, to standardize display of different data sources in cards or lists.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Virtual Agent branding \\[va\\_branding\\]\n\nFetches branding settings via scripted rest API.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Activity subscriptions administrator \\[actsub\\_admin\\]\n\nCreates subscribable objects and subscribes to activities on those objects.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Flow designer \\[flow\\_designer\\]\n\nLaunches the Workflow Studio app, to create multi-step workflows.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   decision\\_table\\_reader\n-   flow\\_operator\n-   rest\\_api\\_builder\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Automated testing framework designer \\[atf\\_test\\_designer\\]\n\nCreates and runs automated tests to confirm proper instance function after making changes to the instance.\n\n### Contains Roles\n\nList of roles contained within the role: impersonator.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## NLU Administrator \\[nlu\\_admin\\]\n\nCreates NLU models and associated intents in the NLU Workbench.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   sn\\_nlu\\_workbench.nlu\\_feedback\\_admin\n-   nlu\\_editor\n-   nlu\\_user\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## External application installation administrator \\[external\\_app\\_install\\_admin\\]\n\nInstalls external apps such as Slack, Microsoft Teams, and Workplace.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\nAny user assigned this role can alter or delete topics created in the Virtual Agent Designer system, including topics that other topics refer to or have as dependencies.\n\n## Automated Customer Experiences \\(ACE\\) user \\[sn\\_ace.ace\\_user\\]\n\nAccesses and reads ACE records.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Conversational Interfaces guided setup administrator \\[sn\\_ci\\_gs\\_content.ci\\_guided\\_setup\\_admin\\]\n\nCreates a guided setup to assist users with planning the roll-out of Conversational Interfaces materials, and performs the basic configurations to go live.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Localization requestor \\[localization\\_requestor\\]\n\nCreates translation requests, and views completed translations in the Localization Framework.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Self-service manager \\[sn\\_ssa\\_core.self\\_service\\_manager\\]\n\nPerforms CRUD operations on Pattern and Activity configuration and the Deflection data tables.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\nNone.\n\n## Image administrator \\[image\\_admin\\]\n\nManages image files on the Images \\[db\\_image\\] table.\n\n### Contains Roles\n\nList of roles contained within the role.\n\nNone.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Search application administrator \\[search\\_application\\_admin\\]\n\nInserts data into, updates, and deletes search-UX related configuration tables including: \\[sys\\_search\\_context\\_config\\], \\[sys\\_search\\_source\\], \\[m2m\\_search\\_context\\_config\\_search\\_source\\], \\[sys\\_search\\_facet\\], and \\[sys\\_search\\_filter\\]. The AI Search administrator \\[ais\\_admin\\] role is included in this role to perform AI Search configuration.\n\n### Contains Roles\n\nList of roles contained within the role.\n\n-   ais\\_admin\n-   personalize\\_dictionary\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n## Chat analytics administrator \\[chat\\_analytics\\_admin\\]\n\nSets up the Conversational Analytics dashboard, reconfigures its contents, and creates funnels to review performance of conversation flows.\n\n### Contains Roles\n\nList of roles contained within the role: chat\\_analytics\\_viewer.\n\n### Groups\n\nList of groups this role is assigned to by default.\n\nNone.\n\n### Special considerations\n\n**Note:** Avoid granting an admin role when more specialized roles are available.\n\n"}}