Brief Overview

Enabling WalkMe AI takes three steps:

• The account needs an AI entitlement
• An admin turns on AI for the account
• AI is turned on for each system that will use it

The entitlement determines whether AI can be turned on , the admin steps are what actually turns it on. This article covers all three, plus how to set up individual AI features. A few of these, like AI Chat and the Action Bar, need extra steps to set up their locations and publish them before they're visible to users.

Access

To access the Admin Center in the console:

1. Open the WalkMe Console:
   
   • US Data Center
   • EU Data Center
   • SAP US Data Center
   • SAP EU Data Center
   • FedRAMP Data Center
   • Canada Data Center
2. Select Admin

How It Works

Complete these steps in order. None are optional.

Step 1: AI entitlement

Your account needs an AI entitlement — either Joule Action Bar (purchased) or Promotional AI (free plan).

For customers hosted on commercial data centers, the Product team will add it after the customer signs the AI legal addendum, so no action is required on your end. Until it has been added, you won't be able to enable AI in the console, as the option to turn it on will not be available. .

• AI entitlements are usually bundled with WalkMe Digital Adoption rather than sold on their own
• If no entitlement is set up, this screen displays in step 2

Step 2: Turn on AI for your account

An account admin turns on the WalkMe AI toggle:

1. Open the WalkMe Console
2. Go to Admin
3. Select the Security & Audit page
4. Select Security Settings
5. Turn on the WalkMe AI toggle and agree to the terms

Turning this on:

• Enables the AI Manager
• Opens account-level feature flags
• Sets the account-level AI attribute to on, unlocking system-level selection

Step 3: Turn on AI for each system

With account-level AI on, choose which systems use AI:

1. Open the system you want
2. Go to the Products tab
3. Turn on AI for that system

This step is available only while account-level AI is on.

What users see at each stage

AI apps respond to the account's entitlement and enablement state:

For example, in Smart Highlights the "AI on" state lets users connect data sources and set up live highlight cards.

Configure Individual AI Features

Once AI is enabled, the following AI features become available to set up in their own console apps or the editor:

• AI SmartTips
• AI Conditions
• AI Steps in SWTs
• AI Launchers (not in Action Bar)

The following AI features require additional enablement steps:

• AI Chat
• Action Bar
• Smart Highlights

Additionally, you have the option to upload knowledge sources to support your AI.

AI Knowledge Sources

If the customer plans to use company knowledge sources to support their AI with intenral knowledge, Admins can upload their knowledge sources from the AI Center.

1. Go to Admin Center
2. Select the AI Center app
3. Select the AI Knowledge Sources page
4. Upload files as AI knowledge sources

Learn more: AI Knowledge Sources Page [AI Center]

How enterprise knowledge is used

Content uploaded to AI Center can power:

• Company AI assistant within AI Chat
• AI SmartTips
• AI Launchers
• AI Conditions

AI Chat

AI Chat console app has with two areas: Locations and Assistants. To make AI Chat available to users, set up its locations and publish.

1. Go to Admin
2. Select to the AI Chat app
3. Select the Locations page
4. Choose where the AI Chat should be available
5. Click Publish to push the configuration to the target environment

To set up which assistants users can access inside AI Chat, learn more.

Action Bar

To make the AI-enabled Action Bar available to users, set up its locations and publish.

1. Go to the Content category
2. Select the Action Bar app
3. Select the Settings page
4. Choose the locations where Action Bar should appear
5. Click Publish and select the target environment

Once published, the Action Bar becomes visible to users. To set up launchers, learn more:

• Action Bar Console App
• Building Launchers in the Action Bar Console

Smart Highlights

1. Go to the Content category
2. Select the Smart Highlights app
3. Select Connect a data source and choose a data provider (for example, Jira, Salesforce, or SAP S/4HANA)
4. Enter your organization's account details and select Connect
5. Once the connection is verified, select Publish
6. For each entity, set which systems it appears on, then customize the card's content and preview it

To set up data sources and entities, learn more:

FAQs

• I enabled WalkMe AI, but I don't see AI Chat. Why?
  • Enabling WalkMe AI only prepares the account. AI Chat must still be configured under AI Chat → Locations and published to the target environment
• I uploaded knowledge sources, but users still don't receive Company AI answers. What's missing?
  • Verify all of the following: The knowledge source is connected to the needed system, Company AI is enabled as an AI Assistant, AI Chat is configured for the relevant locations, and AI Chat has been published
• I published Action Bar Settings, but no AI actions appear. Why?
  • Publishing Action Bar Settings only makes the Action Bar visible. Individual Action Bar launchers and AI Actions must also be configured and published separately

Technical Notes

• The enablement steps must be completed in order. None are optional
• System-level AI is available only while account-level AI is on. Turning off account-level AI removes access to system-level selection
• AI Chat is supported only with the Pro Menu. It's not supported with the legacy WalkMe Menu

Required permissions

• For EU & US users: Admin permissions are required to enable or configure AI at the account and system level following backend assigned entitlement
• For SAP users: The AI toggle always appears for admins, who can turn it on and agree to the terms. Regular users need it enabled as a feature flag on the backend