Triggering Agentic Workflow for Virtual Agent conversation
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06-01-2025 02:00 PM
Hello all,
The AI Agents are triggered for Virtual Agent conversations, I think, based on the description of the AI Agents. However, it looks like we can not use Agentic workflows for VA conversations. While there is a trigger option available in Agentic workflow, I could not find a way to trigger the Agentic Workflow for Virtual Agent conversations. Maybe, it is designed this way for some reason. Please let me know if anyone has tried this, your comments/thoughts. Thanks in advance.
Regards,
Praveen
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06-02-2025 03:38 AM
You just need to create the conversation topic in Virtual Agent, create an AI Agent, and link that AI Agent to the Agentic Workflow. You don’t need to explicitly define any trigger – the instructions in the Agentic Workflow will handle the job for you once it’s invoked from the chat.
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06-03-2025 02:00 PM
I'm struggling with this also, so a few questions. @stevenatwork you mention that we need a topic but you also mention an agentic workflow. 1 - What goes in the topic flow? If the person just asked a question and I would like to invoke the agent based on that question, what's in the topic? Not sure what should even be there 2 - Agentic workflow - same question - what goes there? Does this call / get called by the topic? I hate to swamp you with questions but I've been fighting with this one for a couple of days. My agent works flawlessly but I can't figure out how to actually invoke it from the VA. I very much appreciate any help!
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06-09-2025 12:34 PM
@PraveenkumaM - Follow the example mentioned here: https://www.servicenow.com/docs/bundle/yokohama-source-to-pay-operations/page/product/sourcing-procu...
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06-10-2025 08:20 AM
Thank you for your help! The agent itself is working. What I'm missing is how to make it available in Virtual agent, specifically what needs to go in the topic and the agentic workflow (based on stephenatwork's answer)? If my Agent handles it all, I have no inputs for the workflow or topic do I? I just need to get it into the VA. I can see the need for a topic to trigger the agent, but I'm still not sure what I need to put in the agentic workflow.
