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

[SohamTipnis]

Hi @Mohamed_009,

Your approach is on the right track, but just enabling Now Assist in Virtual Agent won’t be enough to directly invoke an agentic workflow.

Now Assist mainly enhances the conversation layer; it helps the bot understand user intent better and generate smarter responses. But the actual execution of an Agentic workflow still needs to be explicitly wired in.

In practice, Virtual Agent should act as the entry point. You’ll need to create a topic and from there call your Flow Designer action or subflow where your agentic logic is implemented. That’s what actually triggers the workflow.

So yes, using Now Assist alongside Virtual Agent is the right idea, but think of it as an enhancement rather than the mechanism that runs your workflow.

Overall, your direction is correct; you just need that explicit connection between the virtual agent and your agentic workflow for it to work properly.

If you find my answer useful, please mark it as Helpful and Correct. ‌‌‌‌‌‌‌😊

Regards,
Soham Tipnis
ServiceNow Developer ||  Technical Consultant
LinkedIn: www.linkedin.com/in/sohamtipnis10