---
sourceDocument: Zurich Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/order-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Help nurture new leads

# Help nurture new leads agentic workflow {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Help nurture new leads agentic workflow

The Help nurture new leads agentic workflow in ServiceNow automates the complete lead nurturing process.
It enables proactive engagement with new leads, facilitates booking appointments or demos to advance lead qualification, and identifies opt-outs or disinterest to disqualify leads efficiently.
This workflow can be customized by duplicating the template and adjusting settings to fit your organizational needs.
Activation requires enabling relevant triggers and integrating the workflow with the ServiceNow Otto panel for seamless agent interaction.
Show full answer Show less  

## Key Features

* **Lead Outreach AI Agent:** Automates initial outreach and follow-up emails to support sales agents in engaging leads.
* **Lead Disinterest AI Agent:** Handles lead disqualification by processing opt-outs and disinterest responses.
* **Inbound Email AI Agent:** Retrieves and analyzes incoming emails, recommending actions to progress leads.
* **Appointment Management AI Agent:** Manages scheduling by creating, updating, or canceling appointments based on lead owner availability.

## Roles and Responsibilities

* **Sales AI Admin:** Responsible for configuring the agentic workflow, modifying AI settings, and creating/managing workflows and AI agents.
* **Sales AI User:** Interacts with AI through the ServiceNow Otto panel to engage with leads and complete tasks.

## Activation and Use

To activate the workflow, duplicate the Help nurture new leads agentic workflow, which also duplicates associated triggers. Then, activate the duplicated triggers that respond to lead record creation or updates. Additionally, enable inbound email triggers under System Policy to process inbound actions correctly. Update the relevant script property to link to the new workflow instance.

Once configured, sales AI users can monitor and manage lead nurturing activities via the ServiceNow Otto panel, receiving notifications and guided instructions as AI agents execute outreach, disqualification, inbound email analysis, and appointment management tasks.

## Practical Benefits for ServiceNow Customers

* Streamlines lead management by automating engagement and qualification processes.
* Improves sales efficiency by reducing manual follow-up and scheduling efforts.
* Ensures timely and intelligent responses to inbound communications.
* Facilitates easy customization and control over lead nurturing workflows through AI agents and triggers.  
Use the Help nurture new leads agentic workflow to process the entire lead record process.

## Help nurture new leads agentic workflow overview {#help-nurture-new-leads-agentic-workflow__section_yqb_nqy_1fc}

You can use the Help nurture new leads agentic workflow to do the following:

* Proactively engage with initial leads
* Book an appointment or demo to get the lead closer to qualification
* Identify opt-outs and disinterest for lead disqualification
{#help-nurture-new-leads-agentic-workflow__ul_s1p_z13_bfc}

To modify the Help nurture new leads agentic workflow [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=zurich&pubname=zurich-intelligent-experiences&ft:locale=en-US), and adjust the settings according to your requirements. You can activate the agentic workflow template by making triggers active and setting the display settings to
include the ServiceNow Otto panel.  
Important:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Help nurture new leads use cases {#help-nurture-new-leads-agentic-workflow__section_t2g_yc1_w2c}

To access the use case:

1. Navigate to AllAI Agent StudioCreate and manageUse cases.
2. Select Help nurture new leads.
{#help-nurture-new-leads-agentic-workflow__ol_xv4_4ry_1fc}

## Help nurture new leads AI agents {#help-nurture-new-leads-agentic-workflow__section_s43_121_w2c}

The following table lists the Help nurture new leads AI agents.  
Important:  
In the Define availability screen for the AI agent, make sure that the Status field is enabled to activate the AI agent.
{#help-nurture-new-leads-agentic-workflow__table_bky_n21_w2c__entry__2}

| AI agent | AI agent role |
|-|-|
| Lead outreach AI agent | Initiates the outreach and follow-up flow. This flow supports sales agents by sending the initial outreach and follow-up emails. |
| Lead disinterest AI agent | Handles disqualification of the lead and opt-out requests. |
| Inbound email AI agent | Initiates the inbound response handler flow. This flow supports sales agents by retrieving and analyzing the latest email records. Based on its analysis, it recommends necessary actions required to move forward with the lead. |
| Appointment management AI agent | Assists in managing appointments for lead records. The agent is capable of creating, updating, or canceling appointments based on the availability of the lead owner. |
[Table 1. AI agents and their roles in the Help nurture new leads use case]

{#help-nurture-new-leads-agentic-workflow__table_bky_n21_w2c}

## Roles required to create an agentic workflow {#help-nurture-new-leads-agentic-workflow__section_tm2_3xr_dfc}

The roles required to activate and access the workflow are as follows.
{#help-nurture-new-leads-agentic-workflow__table_cnc_nyr_dfc__entry__2}

| Roles | Responsibilities |
|-|-|
| Sales AI admin | * Configure the agentic workflow. * Change AI settings. * Create and manage new workflows and AI agents. {#help-nurture-new-leads-agentic-workflow__ul_isz_ryr_dfc} |
| Sales AI user | Interact with AI using the ServiceNow Otto panel. |
[Table 2. Roles and responsibilities]

{#help-nurture-new-leads-agentic-workflow__table_cnc_nyr_dfc}

## Activating the agentic workflow {#help-nurture-new-leads-agentic-workflow__section_fzd_cf4_cfc}

Activating duplicated workflow  
1. Navigate to the Help nurture new leads agentic workflow and duplicate it. The workflow also duplicates any triggers associated with that agentic workflow.
2. Navigate to the duplicated workflow and activate the trigger (the lead record is created or updated).  
   Note:  
   You can activate the triggers associated with the workflow.
{#help-nurture-new-leads-agentic-workflow__ol_tzg_hf4_cfc}  
Activating external triggers  
1. Navigate to AllSystem PolicyEmailInbound actions. There are 2 inbound actions that must be activated:
   * Activate the Trigger agentic workflow for lead inbound action.
   * Activate the Trigger agentic workflow for lead task inbound action.
   {#help-nurture-new-leads-agentic-workflow__ul_evd_mf4_cfc}
2. Navigate to the SalesAIAgentsConstants script and change the value of HELP_NURTURE_NEW_LEAD_FLOW_ID property to the sys_id of the duplicated agentic workflow.

{#help-nurture-new-leads-agentic-workflow__ol_bl4_4fc_dhc}  
Nurturing a lead  
1. Navigate to AllAI Agent Studio.
2. Review the information in the Describe and connect screen, make the necessary updates to ensure that the use case adapts to your requirements, and then select Save and Continue.
3. In the Define trigger screen, activate the triggers that adapt to your requirements, or create your own triggers, and then select Save and Continue.
4. In the Select display screen, perform the following steps:
   1. Select where you want the use case output to be displayed.
   2. Use the arrow next to it to add roles that can access the use case.  
      Note:  
      The sales_agent is the default role for the use case.
   3. Select Save and test.
   {#help-nurture-new-leads-agentic-workflow__ol_nsf_bdh_w2c}
{#help-nurture-new-leads-agentic-workflow__ol_b14_1dh_w2c}

The agent executes the testing in AI Agent Studio for the use case.

In the ServiceNow Otto panel, the agent receives a notification as soon as the interaction is generated, which enables them to follow the on-screen instructions and complete the task. For more information, see [Request the generative AI capabilities in Customer Service Management by using the ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=request-gen-ai-capabilities-csm-now-assist-panel&version=zurich&pubname=zurich-customer-service-management&ft:locale=en-US).

*[\>]: and then