How to invoke one AI Agent from another AI Agent in Virtual Agent Assistant?

[Khanna Ji]

Hi Team,

I have created an AI Agent and deployed it in Virtual Agent (VA) as an assistant for end users. My requirement is to invoke different specialized agents from this main agent based on user requests—for example, an agent that creates problem tickets, another for incidents, etc.

Current Challenge:

• Agentic Workflows with multiple agents can only be tagged to Now Assist panels, not VA assistants
• Adding instructions in the agent to invoke other agents doesn't work
• I need agent-to-agent escalation/invocation within a VA context

What I've tried:

• Adding instructions to the agent
• Checking Agentic Workflow options (limited to Now Assist)

What I need: Is there a way to invoke one AI Agent from another AI Agent in Virtual Agent? Any native ServiceNow functionality, API, or workaround for this use case?

Any guidance would be appreciated.

[Tanushree Maiti]

Hi @Khanna Ji 

Refer: 

Trigger AI agents from a script 

ServiceNow as a primary A2A agent — discovering and invoking external AI agents

https://www.servicenow.com/community/now-assist-for-creator-forum/exposing-ai-agents-via-virtual-age...

ServiceNow AI agents as secondary agents 

[warren_chan]

The easiest way today would be to leverage the "Use an AI agent" Flow Action:

You can fill in the Flow Action values as needed. I recommend testing a few combinations of utterances to verify that the result matches expectations:

Create the Flow Action in the Subflow. Save and Publish the Subflow. Then in your primary AI agent, create a Tool type of Subflow, referencing the Subflow just created. 

[lukes_19]

Hi @warren_chan,

I ran into a very similar situation as @Khanna Ji where I need to call an secondary AI Agent from a primary AI Agent inside of a VA workflow. However, I noticed that the Subflow would impersonate the "Guest" user on either AI or manual execution no matter what the "Run As" parameter was set as which would result in security violations on the secondary AI Agent since I had restricted execution to internal users only. The only viable workaround I've discovered so far is to allow the secondary AI Agent to be accessed publicly, and run as a AI user with the necessary roles to accomplish it's goal. Are you aware of any alternatives present to allow for dynamic user role passthrough on Subflows?
 

[warren_chan]

@lukes_19  - can you post a screenshot of what your Subflow + Action and primary agent + Subflow tool look like?