--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Proactive Rule form # Proactive Rule form {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](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 Proactive Rule Form The Proactive Rule Form allows customers to create Proactive Triggers rules that enhance user interactions by automating responses based on specific conditions. This form includes various fields to configure how and when these triggers will be activated, ensuring tailored engagement with users on the ServiceNow platform. Show full answer Show less ## Key Features * **Name:** Assign a name to the rule. * **Type:** Choose the conversation type, either for Virtual Agent or Live Agent only. * **Description:** Provide a brief description of the rule. * **Order:** Set the priority for rule application based on numerical order. * **Active:** Option to enable or disable the rule. * **Frequency:** Determine how often the rule is triggered: Every time, Once per visit, or Once per user. * **Delay time:** Specify a delay before the rule activates from options ranging from None to 3 minutes. * **Trigger type:** Select from System API or web browsing URL to initiate the rules. * **Conditions:** Define specific conditions for the trigger to activate, noting that they are case-sensitive. * **Advanced conditions:** Use scripts to set complex conditions and check for available live agents. ## Key Outcomes By effectively utilizing the Proactive Rule Form, ServiceNow customers can create highly tailored engagement strategies. This enables automated responses based on user behavior, enhancing overall user experience, and ensuring efficient service delivery. Proper configuration of triggers and conditions ensures that users receive relevant support when needed, ultimately leading to increased satisfaction and streamlined operations. When creating a Proactive Triggers rule, the Proactive Rule form includes the following fields. {#proactive-rule-new-record-form__table_fdr_hvz_5vb__entry__2} | Field | Description | |-|-| | Name | Name of the new rule that you want to create. | | Type | Proactive Triggers conversation type for end users. Choices are: * Virtual Agent Rules are triggered when the Virtual Agent is available. * Live Agent onlyRules are triggered when the web client is configured to live agent only. You can configure the web client to live agent only from the Service Portal. For instructions, see [Configure Agent Chat in a portal](https://www.servicenow.com/docs/access?context=configure-va-in-sp&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). {#proactive-rule-new-record-form__ul_lyh_vd1_vvb} | | Description | Rule description. | | Order | Order of when a Proactive Triggers rule is to be applied. If there's more than one rule, the rules with lower numbers for a particular delay time are applied first. | | Active | Option to activate the rule. | | When to run the trigger || | Frequency | How often the rule should be applied. Choices are: * Every time: Every time an end user visits the page. * Once per visit: Every time an end user visits a page per user log in. * Once per user: Applies the rule only the first time that an end user visits the page. With this frequency setting, you must clear the rule's history if you want to run this rule again for a user. For more information about clearing the rule history, see [Multiple Proactive Triggers rules and actions](https://www.servicenow.com/docs/DSlG8lO08NJYTH6ObWqq8A "The Proactive Triggers feature uses rules and actions to trigger context-specific Virtual Agent conversations with end users on the web client."). {#proactive-rule-new-record-form__ul_ofh_b21_vvb} | | Delay time | Time to wait before the rule is applied. Choices are: * None * 10 seconds * 20 seconds * 30 seconds * 1 minute * 3 minutes {#proactive-rule-new-record-form__ul_oyx_d21_vvb} | | What initiates the trigger || | Trigger type | System API or web browsing URL for the type of trigger. Select the lookup list icon (![Lookup using list icon.]()) to view your default choices. If enabled, your default system API choice is Search Event. This trigger type triggers an action when no search results are found on the Service Portal or Employee Service Center. Tip: Ensure that your Proactive Trigger business rule (Proactive Trigger on Search), trigger type (Search Event), rule (Search - No Search Result), and action (No Search Result Message) have the Active option turned on so that this rule runs effectively. These parameters default to inactive. Your default web browsing URL choices are: * Catalog item: Triggers an action based on the catalog item's reference fields. * Knowledge: Triggers an action based on the knowledge article's reference fields. * Portal home: Triggers an action based on the portal home page's reference fields. * URL: Triggers an action based on the defined URL. Define the URL components as shown in this example. Important: * If you're using the Virtual Agent web client outside of the ServiceNow instance (for example, as part of a third-party website), use the URL trigger type. Don't use any of the other trigger types. * The URL trigger type applies only if no other available trigger types match the URL. {#proactive-rule-new-record-form__ul_irg_x3t_gwb} {#proactive-rule-new-record-form__ul_fjt_321_vvb} If you don't see the trigger type that you need using the lookup list icon (![Lookup using list icon.]()), you can create your own custom trigger type. For more information about custom trigger types, see [Create custom trigger types](https://www.servicenow.com/docs/SJU72mDJaoTjz1PwXTdPYw "Create your own trigger type during the rule creation process that is specific to your organization for improved Proactive Triggers usage."). | | Conditions | Conditions that must be met for the trigger type to run as defined by the admin. Conditions vary by trigger type. Specify the Proactive Triggers conditions that you want to use. For more information about using conditions, see [Condition builder](https://www.servicenow.com/docs/access?context=c_ConditionBuilder&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US). Note: Rule conditions are case-sensitive and must match. For example, if you want to use the name of a catalog item, such as the iPhone condition, entering "iphone" doesn't give you the results that you want.
Note: When specifying the conditions that must be met for a trigger type, be careful not to specify conflicting trigger types and conditions. Conflicting URL trigger types and conditions can cause errors. For more information, see [Manage Proactive Triggers](https://www.servicenow.com/docs/5jchm8zR019swuLPd5J0aQ "After admins have installed Proactive Triggers and created related actions and rules, admins can check that the Proactive Triggers feature is performing as expected. For example, admins can view the Proactive Execution History table and the Proactive Daily Report table."). | | Advanced conditions | Option for using scripts to define the condition. | | Find available agent | Option to check for any available live agents. | [Table 1. Proactive Rule form] {#proactive-rule-new-record-form__table_fdr_hvz_5vb}