---
sourceDocument: Brazil Enable AI
sourceDocumentLink: https://www.servicenow.com/docs/r/intelligent-experiences

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Enable AI

ft:clusterId :

    - platai

bundleId :

    - platai

workflow :

    - Platform


---

# Order capture AI agent

# Order capture AI agent {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read  
The Order capture AI agent helps you create orders from quote lines or uploaded files, and manage, investigate, and update existing orders. For example, you can apply discounts, change quantities, fix shipping addresses, remove
lines, create cases, and undo changes.

## Workflow {#om-order-capture-ai-agent__zsmdlwierhjt}

The agent runs in three modes: Quote Ingest, File Upload Ingest, and Manage Order. It creates orders from quote lines or uploaded files, and it helps you investigate and update existing orders.

1. The agent detects the mode from your input: a quote starts Quote Ingest mode, an uploaded file starts File Upload Ingest mode, and an order number or open order starts Manage Order mode.
2. In Quote Ingest mode, the agent reads the quote lines, groups them into orders by account and any configured order-splitting rules, and creates the orders.
3. In File Upload Ingest mode, the agent extracts order data from the uploaded file, maps the file columns to order fields, and creates the orders in bulk.
4. During ingest, the agent records any line it can't resolve, such as an unknown product or account, as an item for you to resolve in Action Center.
5. After ingest, the agent gives you a summary of the created orders with a link to each order.
6. In Manage Order mode, the agent uses the currently opened order as context and shows you the actions available for the order's current state.
7. After you select an action, the agent validates the order and line-item data and applies the change, such as a bulk discount, a quantity update, a shipping address fix, a line removal, or a new case.
8. When an action is reversible, the agent offers to undo it.
{#om-order-capture-ai-agent__ol_hcp_qwx_njc}  
{#om-order-capture-ai-agent__zsmdlwierhjt__entry__2}

| Field | Description |
|-|-|
| Allow third party to access this AI agent | When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the External discoverable field. |
| Allow AI specialists to access this AI agent | When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn_aia_agent_config\] table on the Specialist enabled field. |
| Manage long-term memory | When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see [ServiceNow Otto AI agents reference](https://www.servicenow.com/docs/sa1bdHN6FqAGJmyqCFbo6w "Find more information about user roles, tables, and the different properties that are installed in ServiceNow Otto AI agents."). |
| Tools | Scripts :   Attach Order To Group :   bulk_apply_discount :   check_product_offering :   Compute Group Key :   Create All Orders From Run :   Create Header Followup :   Create Line Followup :   Create Order Header :   Create Order Line :   Create Orders From Run :   Create Single Order :   create_order_case :   create_order_line_case :   Extract Splitting Fields :   Fail Ingest Run :   Fetch actions available for the user from Order Assist- Action Selector :   Finalize Ingest Run :   find_account_by_name :   find_consumer_by_name :   find_quote_by_number :   find_similar_location :   Get agent settings :   Get Followup Issues :   Get Open Action Items :   Get Order Schema Fields :   Get Quote Lines :   Get Unresolved Issues :   get_order_followups :   Group line data :   Initialize Run Followups :   Mark Header Successful :   Mark Line Successful :   Offer to undo previous order action :   Parse Attachment Headers :   Prepare Reprocess :   Read Attachment Content :   Read Ingest Run Lines :   Record Correction :   Record Followup Correction :   Record Line Failure :   Reprocess Followup :   resolve_reference :   Save Column Mapping :   Start Ingest Run :   Suppress Followup :   undo_last_action :   Unsuppress Followup :   Update Action Item Error :   Update agent config :   Update Ingest Run :   Update Order Followup :   Update quantity for all lines :   Update Quote Work Note :   update_shipping_address :   Upload order splitting rules :   validate_account_sys_id Subflows :   Order Assist DocIntel Record operations :   order_number_from_order_sys_id :   order_sys_id_from_order_number :   remove_top_order_line_item :   verify_order_line_item Capabilities :   Extract information from documents |
| Allowed user roles The specific user roles that can access this AI agent. | * admin * sn_ind_tmt_orm.order_admin * sn_ind_tmt_orm.order_agent |
| Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. | * admin * platform_ml_di.extraction_agent * sn_ind_tmt_orm.order_admin * sn_ind_tmt_orm.order_agent * sn_order_case.agent * sn_quote_mgmt_core.quote_writer * snc_internal |
| Triggers | Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://www.servicenow.com/docs/TTPcY_6jqFaCPLWj8oH1fQ "In the guided setup for an AI agent, add triggers to run the AI agent automatically when certain conditions are met."). |
| Channels | Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://www.servicenow.com/docs/access?context=configure-now-assist-va&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US). |
| Used in agentic workflows | Assistance for orders |
[Table 1. Configuration]

Learn more about Order Management at [Order management](https://www.servicenow.com/docs/access?context=explore-order-management&version=brazil&pubname=brazil-order-management&ft:locale=en-US).