Managing AI agents in Assistant Designer

  • Release version: Yokohama
  • Updated May 19, 2025
  • 2 minutes to read
    • Summarize
    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 Managing AI agents in Assistant Designer

    This content explains how ServiceNow customers can view and manage AI agents within Assistant Designer, specifically focusing on the integration with AI Agent Studio. It clarifies that AI agents cannot be created or edited in Virtual Agent Designer but can be viewed in Assistant Designer and fully managed in AI Agent Studio.

    Show full answer Show less

    Key Features

    • Viewing AI Agents: Customers can see all AI agents activated for Assistant Designer by selecting the AI agents option, which displays details such as name, type, status, activity, last modified time, and description.
    • Visibility and Activation Controls: Using the row actions icon, customers can toggle various settings including:
      • Promoted: Mark AI agents as suggested conversational assets within a selected assistant.
      • Discoverable: Make AI agents responsive to user utterances by enabling discoverability.
      • Visible: Enable AI agents to appear when users choose the "Show me everything" option in conversations.
      • Active: Activate or deactivate AI agents for use in conversations.
    • Role Requirement: The virtualagentadmin role is necessary to manage AI agents in Assistant Designer.
    • AI Agent Studio Integration: Selecting an AI agent opens it in AI Agent Studio, where creation, editing, testing, and deletion occur. Deletion is not available in Assistant Designer.
    • Activation and Availability: To enable an AI agent in Assistant Designer, customers must activate it in AI Agent Studio under the Define availability tab by allowing engagement via Virtual Agent assistants and selecting which chat assistants can discover the AI agent.

    What This Enables for Customers

    This setup allows ServiceNow customers to centrally manage AI agents’ visibility and availability within Assistant Designer while performing full lifecycle management in AI Agent Studio. It ensures AI agents are properly promoted, discoverable, and activated within selected virtual assistants, enhancing conversational experiences for end users.

    By understanding these controls and integration points, customers can effectively govern which AI agents appear and how they interact within their virtual assistant environments.

    View AI agents created in AI Agent Studio through Assistant Designer.

    Note:
    An updated Assistant Designer Asset library user interface is available when you install Now Assist in Virtual Agent and turn on the Now Assist Topics skill. This content assumes that you have activated this skill and can see the list view. If this skill is not activated, you see the legacy UI and topics page. For more information, see Virtual Agent Designer legacy topics page.

    Role required: virtual_agent_admin

    When you select an AI agent, it opens in AI Agent Studio. AI agents currently can't be created or edited in Virtual Agent Designer. You can only view them in Assistant Designer. They can be created, edited, tested, and deleted only in AI Agent Studio. For more details, see AI Agent Studio.

    AI agents in Virtual Agent Designer

    Select the AI agents option to see all the AI agents activated for Assistant Designer.

    AI agents inAssistant Designer.

    Column Description
    Name Name of the AI agent. Select the AI agent to open it in AI Agent Studio.
    Type AI agent.
    Status Status type such as Published.
    Active Whether the AI agent is active or inactive.
    Last modified Time when the AI agent was last modified.
    Description Description of the AI agent.

    Use the row actions icon ( ) to work with visibility settings for Promoted, Discoverable, Visible, and Active:

    Option Description
    Promoted Option to toggle the AI agent's Promoted status to show as a suggested conversational asset in the virtual assistant.

    You must first select an assistant to promote the AI agent.
    Discoverable Option to toggle the AI agent's Discoverable status. If discoverable, the AI agent is invoked when matched with a user's utterance.
    Visible Option to toggle the AI agent's visibility to users. If visible, the AI agent appears whenever the Show me everything option is selected in the conversation.
    Active Option to toggle the AI agent's active status. If active, the AI agent is available within the conversation.
    Delete Delete option for AI agent is inactive in Assistant Designer. The AI agent can only be deleted from AI Agent Studio.

    AI agents become available in Assistant Designer based on the display settings in AI Agent Studio. To enable an AI agent to appear in Assistant Designer, perform the following:

    1. Navigate to All > AI Agent Studio > Overview and select the AI agent.
    2. Select the Define availability tab.
    3. In the Engage via Virtual Agent assistants card:
      • Activate the Allow toggle switch.
      • Under Choose chat assistants, select the assistants where the AI agent becomes discoverable.

      Virtual Agent card in an AI agent.

    For detailed information about creating AI agents, see Create an AI agent.