--- sourceDocument: Australia Employee Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/employee-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Employee Service Management ft:clusterId : - emplsm bundleId : - emplsm workflow : - Employee --- # Workplace Concierge agentic workflow # Workplace Concierge agentic workflow {#ariaid-title1} Release version: Australia Updated March 18, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 Workplace Concierge agentic workflow The Workplace Concierge agentic workflow enables ServiceNow customers to register and manage visitor visits using existing communication tools such as emails, calendar invites, and the Virtual Agent. It automates the scheduling process by detecting meeting intents, collecting visit details, validating information with hosts, and creating visitor invitations. This workflow improves visitor management efficiency and communication by integrating directly with familiar channels. Show full answer Show less ## Key Features * **Multi-channel support:** Workplace Concierge works with calendar invites (added as a guest), email threads (added in CC), and Virtual Agent chats (invoked via keywords like "invite a visitor"). * **Automated visit creation:** It gathers necessary visitor information, validates details with the host, and creates visitor records and invitations. * **Interactive communication:** If required information is missing or unclear, the workflow pauses and engages the host for clarification before proceeding. * **Visitor engagement:** Invitations include links to a visitor portal, allowing visitors to respond via email or the portal. The workflow monitors replies and updates visitor records accordingly. * **Host controls and notifications:** Hosts can send reminders, cancel visits with simple commands, and receive progress updates such as visitor pre-check completion status. * **Integration with ServiceNow Otto panel:** When enabled, AI agent outputs and notifications related to visitor management appear in the ServiceNow Otto panel for users with the appropriate role. ## AI Agents Involved The workflow utilizes several AI agents to streamline visitor management: * **Chat Visit Agent:** Assists hosts with visit management and visitor addition via Virtual Agent chat. * **Email Visit Creation Agent:** Manages visit creation from emails and calendar invites. * **Email Visitor Intake Agent:** Communicates directly with visitors through email replies to collect and update visitor information. ## Getting Started * Access the workflow in ServiceNow by navigating to **All \> AI Agent Studio \> Create and manage**. * Select **Workplace Concierge** and define triggers to customize how and when the workflow activates. * Enable the ServiceNow Otto panel display option to receive notifications and outputs from AI agents within the platform. * Ensure users have the **nowassistpanelrole** to view notifications in the Otto panel. ## Practical Benefits for ServiceNow Customers By implementing the Workplace Concierge agentic workflow, customers can streamline visitor registration processes directly from tools they already use, reducing manual effort and errors. The workflow enhances communication between hosts and visitors, provides real-time updates, and leverages AI-driven automation to improve workplace safety and operational efficiency. Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent. Note: Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see [ServiceNow product tiers](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US). ## Workplace Concierge workflow overview {#workplace-concierge-ai-agent__section_k1g_m4r_r3c} Workplace Concierge is an agentic workflow that operates directly from communication tools like email, calendar, and . When you add the Workplace Concierge to a conversation, it identifies the intent to schedule a meeting and gathers the necessary visit details. It validates the information with the host and then creates the visit and visitor invitations. If any mandatory detail is absent or ambiguous, Workplace Concierge pauses and communicates with the host before proceeding. Workplace Concierge supports the following communication channels: * Calendar invite: Workplace Concierge can be added as a guest to a calendar invite * Email thread: Workplace Concierge can be added in the CC field of the email thread * Now Assist in Virtual Agent: Workplace Concierge can be invoked in the chat by entering keywords like invite a visitor {#workplace-concierge-ai-agent__ul_rpb_jdg_q3c} After a visit is created, the Workplace Concierge sends invitation emails with a link to the visitor portal. Workplace Concierge also monitors replies and updates the visitor records. Visitors can respond to the email or use the portal link based on their preference. Hosts can use simple commands to send reminders or cancel specific visits, and they receive progress notifications like how many visitors have completed the pre-check tasks. ## Workplace Concierge workflow {#workplace-concierge-ai-agent__section_ltf_l1y_w2c} To access the Workplace Concierge workflow, follow these steps: 1. Navigate to AllAI Agent StudioCreate and manage. 2. Select Workplace Concierge. 3. Select Define trigger to review the trigger factors for this agentic workflow. 4. The Display option enables the Now Assist panel. For more information, see [Select display](https://www.servicenow.com/docs/vrGWTXZ1HQggP6gufdA3qw#workplace-concierge-ai-agent__section_bc5_ykn_x2c). {#workplace-concierge-ai-agent__ol_qsk_tjc_j2c} ## AI agents used in the Workplace Concierge workflow {#workplace-concierge-ai-agent__section_ai_agents} The Connect AI agents section in the Describe and Connect workflow displays the AI Agents that are working on the Workplace Concierge workflow. The following agents are used in the Workplace Concierge workflow: {#workplace-concierge-ai-agent__table_cgv_crg_x2c__entry__2} | AI agent Name | Description | |-|-| | Chat Visit Agent | This agent assists hosts in managing workplace visits, adding visitors and checking visit requirements from Now Assist in Virtual Agent. | | Email Visit creation agent | This agent assists hosts in managing workplace visits from emails and calendar invites. | | Email Visitor Intake agent | This agent collects and processes visitor information through email replies sent by visitors. The agent communicates directly with visitors via email and updates visitor records based on email responses. | [Table 1. Connect AI agents] {#workplace-concierge-ai-agent__table_cgv_crg_x2c} ## Select display {#workplace-concierge-ai-agent__section_bc5_ykn_x2c} In the Select a UI display section, select Display to display the ServiceNow Otto panel. Workplace users with the now_assist_panel_role receive notifications for the triggered use case output. When the ServiceNow Otto panel option is enabled, the AI agent output or notifications are displayed in the ServiceNow Otto panel. Note: To view the output from a triggered use case, you should have the now_assist_panel_role. Select this option to receive and review notifications sent by AI agents in the ServiceNow Otto panel. AI agents send notifications to hosts in the Now Assist panel about updates to the import tasks. * **[Use Workplace Concierge with ServiceNow Otto for Virtual Agent](https://www.servicenow.com/docs/OPYXPVkGnzyMFktNo2JyUQ)** Invoke Workplace Concierge from to invite visitors to your organization. * **[Use Workplace Concierge with email or calendar invite](https://www.servicenow.com/docs/~EibsdSws5igrU3woX0_Hw)** Add the Workplace Concierge to an email thread or a calendar invite. **Related concepts** * [Manage temporary space closures agentic workflow](https://www.servicenow.com/docs/awISDhbRkBTFzXRUMwN3oQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.") * [Help manage workplace reservations agentic workflow](https://www.servicenow.com/docs/JZpvsHTHQH_8phhv0Q57ag "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration.") * [Optimize cleaning activities agent overview](https://www.servicenow.com/docs/OO4N31P~AGeAGgTDbupazg "The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.") * [Automate map updates agentic workflow](https://www.servicenow.com/docs/3SFi7ef00TwyaOSTh83jCQ "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.") * [Workplace Advisor Overview](https://www.servicenow.com/docs/nv6K2Os0HM5wl12zgCJIZQ "Workplace Advisor is an AI-powered solution designed to help Space Planners and Facilities Managers optimize workplace management through intelligent insights and conversational support.") * [Implement Autonomous L1 Agent for Workplace](https://www.servicenow.com/docs/xUCrSB7Rqx1vi6v3y1g9~Q "Use the Autonomous L1 Agent for Workplace agent that automatically resolves General Inquiry workplace cases without requiring manual agent intervention.") **Related topics** * [AI Agent Studio (legacy)](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [Install ServiceNow Otto AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) * [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US) *[\>]: and then