Help nurture new leads agentic workflow

  • Release version: Zurich
  • Updated July 31, 2025
  • 3 minutes to read
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    Summary of Help nurture new leads agentic workflow

    The Help nurture new leads agentic workflow is designed to automate and streamline the entire lead record process for ServiceNow customers. It enables proactive engagement with initial leads, facilitates booking appointments or demos to advance lead qualification, and identifies opt-outs or disinterest to disqualify leads effectively. This workflow helps sales teams manage leads more efficiently by integrating AI-powered agents that assist at various stages of lead nurturing.

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    Key Features

    • Proactive Lead Engagement: The workflow initiates outreach and follow-up communications to engage potential customers swiftly.
    • Appointment Management: AI agents can create, update, or cancel appointments based on the availability of the lead owner, helping to schedule demos or meetings seamlessly.
    • Lead Disqualification: It identifies leads that opt out or show disinterest, enabling timely disqualification to focus resources on viable prospects.
    • Inbound Email Handling: An AI agent analyzes incoming emails related to leads and recommends appropriate next steps, supporting sales agents in managing communications.
    • Customization and Activation: Customers can duplicate and modify the workflow to fit specific needs, activate associated triggers, and configure display settings to include the Now Assist panel for real-time assistance.

    AI Agents and Roles

    The workflow leverages several AI agents, each with specific roles:

    • Lead Outreach AI Agent: Starts outreach and follow-up communications.
    • Lead Disinterest AI Agent: Manages lead disqualification and opt-out requests.
    • Inbound Email AI Agent: Processes incoming emails and suggests actions.
    • Appointment Management AI Agent: Handles appointment scheduling tasks.

    Roles Required for Use

    • Sales AI Admin: Responsible for configuring and managing the workflow and AI agents.
    • Sales AI User: Engages with AI outputs via the Now Assist panel to perform lead nurturing tasks.

    Activation and Usage

    • To customize, duplicate the existing agentic workflow and update triggers and display settings accordingly.
    • Activate necessary inbound email triggers to ensure the workflow responds to lead-related inbound actions.
    • Update the SalesAIAgentsConstants script with the duplicated workflow’s ID for proper linkage.
    • Use AI Agent Studio to configure triggers, define display roles, and test the workflow before deployment.
    • Sales agents receive notifications via the Now Assist panel, guiding them through lead nurturing tasks efficiently.

    Use the Help nurture new leads agentic workflow to process the entire lead record process.

    Help nurture new leads agentic workflow overview

    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

    To modify the Help nurture new leads agentic workflow duplicate it, 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 Now Assist 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

    To access the use case:
    1. Navigate to All > AI Agent Studio > Create and manage > Use cases.
    2. Select Help nurture new leads.

    Help nurture new leads AI agents

    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.
    Table 1. AI agents and their roles in the Help nurture new leads use case
    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.

    Roles required to create an agentic workflow

    The roles required to activate and access the workflow are as follows.

    Table 2. Roles and responsibilities
    Roles Responsibilities
    Sales AI admin
    • Configure the agentic workflow.
    • Change AI settings.
    • Create and manage new workflows and AI agents.
    Sales AI user Interact with AI using the Now Assist panel.

    Activating the agentic workflow

    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.
    Activating external triggers
    1. Navigate to All > System Policy > Email > Inbound 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.

    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.

    Nurturing a lead
    1. Navigate to All > AI 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.

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

    In the Now Assist 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 .