Proactive Action form

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Proactive Action form

    The Proactive Action form is used when creating a Proactive Triggers rule in ServiceNow. It enables you to define specific actions that will be applied proactively to end users based on various criteria, improving engagement and user experience through targeted messaging and automation.

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    Key Features

    • Name and Description: Assign a clear name and description to each action for easy identification and understanding of its purpose.
    • Applies to: Specify the user criteria to which the action applies, such as Any Users or Guest Users. This ensures the action targets the correct audience. Unique user criteria must be set per rule, and if no user is specified, the action applies to all users.
    • Model Type: Choose between LLM or NLU/Keyword topic types for the action, applicable only if Now Assist is installed and enabled.
    • Topic: Select from a list of active, published Virtual Agent topics to launch when the proactive message is shown. System topics are excluded.
    • Active: Toggle to activate or deactivate the action.
    • Order: Define the sequence in which multiple actions are applied, with lower numbers executed first.
    • Rule: Link the action to the specific Proactive Triggers rule it applies to.
    • Select variables from: Choose variables from Trigger Type or User tables to customize message content dynamically.
    • Message: Enter the text displayed to end users when the action is triggered. The form supports an HTML editor for rich text formatting and variable insertion.
    • Tagline: For messages launching Virtual Agent topic selections, specify a tagline above the buttons (default is "Suggested for you").

    Practical Use for ServiceNow Customers

    This form allows ServiceNow customers to tailor proactive communications effectively by targeting specific user groups with relevant messages or Virtual Agent topics. By managing activation, ordering, and content variables, customers can optimize user engagement and automate responses based on defined triggers. The integration with Now Assist enhances natural language processing capabilities, ensuring more intelligent and context-aware actions.

    When creating a Proactive Triggers rule, the Proactive Action form includes the following fields.

    Table 1. Proactive Action form
    Field Description
    Name Name of the action that you want to associate with a rule.
    Description Description of the action to be applied.
    Applies to The set of end users to which this action applies. For example, you can apply an action to any Any Users or Guest Users user criteria. Use the lookup using list icon (Lookup using list con.) to select the user. The Applies to settings must be unique for the actions for each rule.

    To create a user criteria record, see Create a user criteria record for Service Portal.

    Note:
    If you don't specify a user, this rule is applied to all users.
    Model Type Topic type, either an LLM or NLU/Keyword value, that is associated with the Proactive Triggers action. This field is only applicable if Now Assist is installed and enabled.
    Topic List of Virtual Agent topics available. The selected topic runs when end users open the Proactive Triggers message.
    Note:
    Only the topics that are active and published appear in the list. System topics aren't included in the topics list.

    (For Message that launches a virtual agent topic actions only.)
    Active Option to activate the action.
    Order Order of when a Proactive Triggers action is to be applied. If there's more than one action, the actions with lower numbers are applied first.
    Rule Rule to which this action applies.
    Select variables from Option for choosing from a list of variables to use in the message. Choices are:
    • Trigger Type: References the trigger type table selected for the rule.
    • User: References the user table. Uses the attributes in the user table for the Proactive Triggers message.
    Message Text that the end users see when the action is applied. To enter the text, you can:
    • Use the tools and options of the HTML editor.
      Note:
      Support for using the link button may be included in future releases.
    • Use variables (Trigger Type or User).
    Tagline Text that the end users see above the buttons that you've created. The default tagline text is Suggested for you.

    (For Message that launches a selection of virtual agent topics actions only.)