Triggering Agentic Workflow for Virtual Agent conversation

[PraveenkumaM]

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

[Arturo Reyes]

I couldn't access "https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2500915". I got: 

[Sandhya Bellann]

Sorry, the KB is marked as Internal. I should have checked it before posting

[Rene12]

Hi everyone. Just a small note, maybe its obvious, but AI Agent in VA is triggered only if Now Assist is enabled in VA.