---
sourceDocument: Australia Sales Customer Relationship Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/order-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Sales Customer Relationship Management

ft:clusterId :

    - omgmt

bundleId :

    - omgmt

workflow :

    - Customer and Industry


---

# Help nurture new leads

# Nurturing leads using agentic workflow {#ariaid-title1}

Release version: Australia  
Updated July 29, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 4 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 Nurturing leads using agentic workflow

TheHelp nurture new leads agentic workflowin ServiceNow leverages AI agents to manage the complete lifecycle of lead records, either autonomously or with supervision.
It enables proactive engagement with leads, schedules appointments or demos to advance lead qualification, and identifies opt-outs or disinterested leads for disqualification.
Show full answer Show less  
To customize this workflow, you duplicate and adjust its settings, activate relevant triggers, and include the ServiceNow Otto panel for user interaction. Modifications to workflows, AI agents, or tools require updating corresponding instructions to maintain accuracy.

## Prerequisites

* Enable the ServiceNow Otto panel for AI interactions.
* Set up work schedules for sales agents via **All \> Agent schedule \> Work schedule**.
* Duplicate the agentic workflow and activate its triggers for autonomous AI agent operation.
* Ensure each agentic workflow trigger is unique if automatic invocation is desired; manual invocation requires no trigger activation.

## AI Agents and Their Roles

The workflow includes several AI agents, each serving distinct purposes to streamline lead nurturing:

* **Lead outreach AI agent:** Initiates and manages outreach and follow-up emails to leads.
* **Lead disinterest AI agent:** Handles lead disqualification and opt-out requests.
* **Inbound email AI agent:** Processes incoming emails, analyzes them, and recommends next steps for sales agents.
* **Appointment management AI agent:** Manages appointments by creating, updating, or canceling based on lead owner availability.

Ensure each AI agent is activated via the *Define availability* screen by enabling the Status field.

## Roles and Responsibilities

* **Sales AI admin:** Responsible for configuring the workflow, modifying AI settings, and managing workflows and AI agents.
* **Sales AI user:** Interacts with AI agents through the ServiceNow Otto panel.

## Activating the Agentic Workflow

To activate the workflow:

* Duplicate the Help nurture new leads agentic workflow, which also duplicates associated triggers.
* Activate the duplicated workflow's trigger for lead record creation or updates.
* Enable inbound email triggers located under **All \> System Policy \> Email \> Inbound actions** to handle email-based workflow invocation.
* Update the *HELPNURTURENEWLEADFLOWID* property in the **SalesAIAgentsConstants** script to the sysid of the duplicated workflow.

## Using the Workflow to Nurture Leads

To nurture leads effectively:

1. Access **All \> AI Agent Studio** and select the Help nurture new leads use case.
2. Customize descriptive information and save your changes.
3. Define or activate relevant triggers as per your requirements.
4. Choose display settings for use case outputs and assign access roles (default role is *salesagent*).
5. Save and test the use case to verify AI agent execution.
6. Sales agents receive notifications in the ServiceNow Otto panel to guide them through interactions and complete lead nurturing tasks.  
Use the Help nurture new leads agentic workflow to process the entire lead record process.

## Help nurture new leads agentic workflow overview {#help-nurture-new-leads-agentic-workflow__section_yqb_nqy_1fc}

The Help nurture new leads agentic workflow works with a team of AI agents to assist you with managing the life cycle of leads, either independently or under supervision. You can use the 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
{#help-nurture-new-leads-agentic-workflow__ul_s1p_z13_bfc}

To modify the Help nurture new leads agentic workflow [duplicate it](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), 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 ServiceNow Otto panel.  
Important:  
When you modify an agentic workflow, AI agent, or tool, make sure that you update all instructions accordingly.

## Prerequisites to use an agentic workflow {#help-nurture-new-leads-agentic-workflow__section_anx_3d4_cfc}

The prerequisites to use an agentic workflow are as follows:

* Make sure that the ServiceNow Otto panel is turned on.
* Set up the work schedule for sales agents:
  * Navigate to AllAgent scheduleWork schedule.
  * Create a work schedule for sales agents.
  {#help-nurture-new-leads-agentic-workflow__ul_jtb_n24_cfc}
* Duplicate the agentic workflow and activate the triggers.
{#help-nurture-new-leads-agentic-workflow__ul_vf1_l24_cfc}  
Important:  
By default, all agent workflow and AI agent records are read-only.

To run the AI agents autonomously, you must first [duplicate the agentic workflow](https://www.servicenow.com/docs/access?context=clone-aia-usecase&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US), and then proceed with the following steps:

* Activate the agentic workflow.
* Activate all agents within the agentic workflow.
* Activate the trigger to invoke the agentic workflow automatically. The triggers for each agentic workflow must be unique. If you prefer to invoke it manually, activating the trigger isn't necessary.
{#help-nurture-new-leads-agentic-workflow__ul_cgc_ffk_h2c}

There might be AI agents installed on your instance that are not used in agentic workflows. To learn how to see all agents that are available to you, see [Find AI agents](https://www.servicenow.com/docs/access?context=find-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Help nurture new leads use cases {#help-nurture-new-leads-agentic-workflow__section_t2g_yc1_w2c}

To access the use case:

1. Navigate to AllAI Agent StudioCreate and manageUse cases.
2. Select Help nurture new leads.
{#help-nurture-new-leads-agentic-workflow__ol_xv4_4ry_1fc}

## Help nurture new leads AI agents {#help-nurture-new-leads-agentic-workflow__section_s43_121_w2c}

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.
{#help-nurture-new-leads-agentic-workflow__table_bky_n21_w2c__entry__2}

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

{#help-nurture-new-leads-agentic-workflow__table_bky_n21_w2c}

## Roles required to create an agentic workflow {#help-nurture-new-leads-agentic-workflow__section_tm2_3xr_dfc}

The roles required to activate and access the workflow are as follows.
{#help-nurture-new-leads-agentic-workflow__table_cnc_nyr_dfc__entry__2}

| Roles | Responsibilities |
|-|-|
| Sales AI admin | * Configure the agentic workflow. * Change AI settings. * Create and manage new workflows and AI agents. {#help-nurture-new-leads-agentic-workflow__ul_isz_ryr_dfc} |
| Sales AI user | Interact with AI using the ServiceNow Otto panel. |
[Table 2. Roles and responsibilities]

{#help-nurture-new-leads-agentic-workflow__table_cnc_nyr_dfc}

## Activating the agentic workflow {#help-nurture-new-leads-agentic-workflow__section_fzd_cf4_cfc}

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.
{#help-nurture-new-leads-agentic-workflow__ol_tzg_hf4_cfc}  
Activating external triggers

1. Navigate to AllSystem PolicyEmailInbound 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.
   {#help-nurture-new-leads-agentic-workflow__ul_evd_mf4_cfc}
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.

{#help-nurture-new-leads-agentic-workflow__ol_bl4_4fc_dhc}  
Nurturing a lead  
To nurture a lead, perform the following steps:

1. Navigate to AllAI 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.
   {#help-nurture-new-leads-agentic-workflow__ol_nsf_bdh_w2c}
{#help-nurture-new-leads-agentic-workflow__ol_b14_1dh_w2c}

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

In the ServiceNow Otto 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 [Request the generative AI capabilities in Customer Service Management by using the ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=request-gen-ai-capabilities-csm-now-assist-panel&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).

*[\>]: and then