Invoking Agentic Workflow in Virtual Agent using Now Assist

[Mohamed_009]

Hi Team,

I’m currently exploring Agentic AI capabilities in ServiceNow and have a question regarding the approach.

We have developed an Agentic workflow and would like to invoke it through Virtual Agent. Our proposed approach is to enable/configure Now Assist in Virtual Agent, so that the Agentic workflow and related AI capabilities can be accessed via Virtual Agent conversations.

Could you please confirm if this is the correct approach?
Or are there any additional configurations, prerequisites, or best practices we should consider?

Any guidance or references would be greatly appreciated.

Thank you in advance!

[rpriyadarshy · Accepted solution]

 You Are on right Track.

Here is how its done

TRIGGER AI Agent/Agentic Workflow from Now Assist SNVA: 

1.Ensure your AI Agent use case is published and not in draft.

Go to AI Agent Designer → Use Case → Make sure it is active and published.

1.  Virtual Agent Assistant
   Navigate to: Conversational Interfaces > Virtual Agent > Assistants

Open your active assistant (e.g., "Now Assist for Virtual Agent").

Under Source, ensure it includes: AI Agent use cases

3.AI Agent Use Case Channels
Make sure the AI Agent use case is available for the Virtual Agent channel:

Go to the AI Agent Designer-->Open your Use Case-->Go to the Channels tab-->Ensure Virtual Agent is selected as an available channel

1. Intent Detection 
2. Test in Virtual Agent Client
   Go to Virtual Agent > Test Console Enter an utterance that matches the AI Agent intent

Regards

RP