Set up actionable notifications for ITSM Virtual Agent

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Administrators and users with the virtual_agent_admin role can enable system notifications, trigger Workflow Studio flows for actionable notifications topics, and activate notifications in Virtual Agent.

    Before you begin

    Role required: admin or virtual_agent_admin

    Procedure

    1. Enable system notifications.
      1. Navigate to All > System Notification > Provider > Notifications.
      2. Set the Active property to true for the conversations you want to activate.
        Activate system notifications for conversations.
    2. Activate Workflow Studio flows for specific actionable notifications ITSM Virtual Agent conversations.

      These topics are inactive by default. For complete details about activating flows, refer to Activate a flow.

      The following flows for actionable notifications must be activated if you want to use them with Actionable Notifications:
      • ITSM Actionable Notifications trigger flow - Approval Reminder
      • ITSM Actionable Notifications trigger flow - Incident commented
      • ITSM Actionable Notifications trigger flow - Software Installation
      1. Select the flow you would like to activate in Workflow Studio.
      2. Select Activate.
    3. Enable notifications in Virtual Agent.