Actions and action groups in Proactive Prompts

  • Release version: Yokohama
  • Updated January 30, 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 Actions and action groups in Proactive Prompts

    Proactive Prompts in ServiceNow enable users to take immediate actions based on notifications or signals received. The available actions vary by communication channel, primarily supporting Employee Portal and Virtual Agent. These actions help users interact directly with prompts to increase responsiveness and streamline workflows.

    Show full answer Show less

    Key Features

    • View details: Allows users to access more information about the prompt, including URLs configured in the signal. This is available only in Employee Portal where users can navigate to related items, tasks, or records. In Virtual Agent, details are shown by default.
    • Send email: Enables users to compose and send emails directly from the prompt using the organization's default mail client. Emails can be sent to one or multiple active users whose email addresses are configured in the User [sysuser] table.
    • Set up meeting: Provides the ability to schedule meetings through the default mail client (Outlook by default, configurable to Gmail). This action is limited to active users with configured emails and applies only in Employee Portal.
    • Start chat: Allows initiating one-on-one Microsoft Teams chats with stakeholders. This requires the com.snc.msteams plugin and is available only for active users with configured emails.
    • Configurable parameters: The action parameter mailClient lets you specify the preferred mail client for meeting setups, and selectindividual controls whether actions like Send email, Set up meeting, and Start chat can target all users or individual users. These parameters apply only in Employee Portal.

    Action groups

    Action groups are pre-defined collections of frequently used actions designed for quick access within the Employee Portal. For Proactive Prompts, available action groups include:

    • Chat action group
    • Email action group

    These groups help streamline user interaction by grouping relevant actions together.

    Practical Application for ServiceNow Customers

    ServiceNow customers leveraging Proactive Prompts can enhance user engagement and efficiency by configuring appropriate actions and action groups tailored to their communication channels. Understanding the available actions and their configuration parameters allows administrators to customize user experiences, facilitate immediate collaboration, and integrate with existing mail and chat clients.

    Actions provide the user the ability to act on the prompt.

    The types of actions available differ based on the channel. Unless otherwise noted, the actions in the following table are available for Employee Portal and Virtual Agent.

    Table 1. Actions in Proactive Prompts
    Action Description
    View details Enables the user to see more details about the prompt, including any URL provided in the signal configuration. Users can also access links directly to the items/tasks/records based on the URL configured in the Script data source. For more information see, Create a signal in Proactive Prompts.
    Note:
    • The display of links to items/tasks/records only works with the Script data source.
    • The details displayed are influenced by the selection in the Collect records field.
    • This action is available only for the Employee Portal. In Virtual Agent, the details are displayed by default.
    Send email The user can send an email directly from the prompt. This action takes the user directly to the compose window depending on the default mail client configured in your organization. Users can choose to send the email to one user or all users at the same time.
    Note:
    Only active users with their email configured in the User [sys_user] table can be selected to send the email.
    Set up meeting The user can schedule a meeting via the default mail client like Outlook or Gmail based on your organization's configuration.
    Note:
    • This action has a configurable action parameter mailClient of type string. By default, the mail client is Outlook. You can change it to Gmail.
    • Only active users with their email configured in the User [sys_user] table can be selected to set up a meeting.
    • This parameter is applicable only for Employee Portal actions.
    Start chat The user can talk to the stake holder one-on-one via Microsoft Teams.
    Note:
    • The Start chat action requires the com.snc.ms_teams plugin to have been installed.
    • Only active users with their email configured in the User [sys_user] table can be selected to start a chat.
    Note:
    The configurable action parameter selectindividual under Actions in the Employee Center Action framework determines whether you can select all employees or one individual employee for the Send email, Set up meeting, and Start chat actions. The default value is false. This parameter is applicable only for actions in Employee Portal.

    Action groups

    Action groups are a collection of frequently used actions in a framework for quick access. Action groups are used only in Employee Portal. For Proactive Prompts, the action groups available are:
    • Chat action group
    • Email action group

    For more information, see Action group.