---
sourceDocument: Brazil Healthcare and Life Sciences
sourceDocumentLink: https://www.servicenow.com/docs/r/healthcare-life-sciences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Healthcare and Life Sciences

ft:clusterId :

    - hcls

bundleId :

    - hcls

workflow :

    - Customer and Industry


---

# Configure agentic workflows

# Configure agentic workflows for Care Team Operations {#ariaid-title1}

Release version: Brazil  
Updated October 2, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Activate and configure the Request care team assistance agentic workflow and the AI agents it depends on, for both the chat and voice channels.

Role required: admin

Complete [Install ServiceNow Otto for Care Team Operations](https://www.servicenow.com/docs/zvGuW7C8xR~WOPdV_ZJ9BA "Install the ServiceNow Otto for Care Team Operations application [sn_cto_now_assist].") first. The sections below list the configuration steps for each channel of the Request care team assistance agentic workflow.

## Chat channel (Care Team Operations AI Chat Assistant) {#hco-otto-workflows-config__section_config_chat_channel}

The main task for this channel is [Activate the Care Team Operations AI Chat Assistant and agents](https://www.servicenow.com/docs/slUiO9m3Tpju3ZUrQ9_90A "Activate the Care Team Operations AI Chat Assistant, its AI agents, and the Request care team assistance agentic workflow so that care team members can create cases conversationally."), which activates the assistant, its AI agents, and the Request care team assistance workflow in one procedure. The other tasks in this list cover individual settings for the workflow.

1. [Activate ServiceNow Otto for Virtual Agent for case intake](https://www.servicenow.com/docs/4ZjprpavHDUczi0Ss2dsQQ "Activate the Care Team Operations AI Chat Assistant and set it to discoverable to enable case intake within the Request care team assistance agentic workflow.")
2. [Enable the Request care team assistance agentic workflow to create care team cases](https://www.servicenow.com/docs/A5sMtzyJFsG8lrhUb9MnsA "Enable the Request care team assistance agentic workflow so that care team cases can be created using the Care Team Operations AI Chat Assistant.")
3. [Activate the Care Team Operations AI Chat Assistant and agents](https://www.servicenow.com/docs/slUiO9m3Tpju3ZUrQ9_90A "Activate the Care Team Operations AI Chat Assistant, its AI agents, and the Request care team assistance agentic workflow so that care team members can create cases conversationally.")

For background on the assistant, see [Care Team Operations AI Chat Assistant](https://www.servicenow.com/docs/UG~s41UglO~eQraWOZdCBw "Care Team Operations ships a dedicated ServiceNow Otto assistant, pre-configured for Care Team Operations workflows, instead of relying on the shared default assistant.").

## Voice channel (AI voice agent) {#hco-otto-workflows-config__section_config_voice_channel}

1. [Activate the Care Team Operations Case Creation AI voice agent](https://www.servicenow.com/docs/INpskSt97wvY65FJUoY3gQ "Activate the Care Team Operations Case Creation AI voice agent to enable care team members to create and manage cases over the phone.")
2. [Configure Care Team Operations Case Creation AI voice agent triggers](https://www.servicenow.com/docs/LPosXUFWUWjCcejCq7335w "Change the trigger phrases used to call on the Care Team Operations Case Creation AI voice agent via phone.")
**Related concepts**   

* [ServiceNow agentic workflows in Care Team Operations](https://www.servicenow.com/docs/tC2~03Lc6vuQJ1Q2B2XXWA "Care Team Operations uses one agentic workflow, available over chat or by phone, to create and manage support requests conversationally.")
* [Care Team Operations AI Chat Assistant](https://www.servicenow.com/docs/UG~s41UglO~eQraWOZdCBw "Care Team Operations ships a dedicated ServiceNow Otto assistant, pre-configured for Care Team Operations workflows, instead of relying on the shared default assistant.")