Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

  • Release version: Zurich
  • Updated July 31, 2025
  • 2 minutes to read
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    Summary of Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

    The HR Service Delivery Virtual Agent Conversations app integrates with Journey designer to enable sending actionable notifications as nudges to employees, managers, and mentors through configured communication channels. This integration facilitates faster approvals and task completions by engaging users where they are, displaying action buttons for direct interaction within notifications.

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    Activation and Installation

    To enable actionable notifications in Journey designer, install the latest version of the HR Service Delivery Virtual Agent Conversations app (snhrva). You can view and request this app via the ServiceNow Store, which also provides release notes for all app versions. Additionally, integrating the Learning Posts app with Journey designer allows management of recommended learning within journeys.

    Predefined Virtual Agent Notifications for HR Service Delivery

    The app offers predefined notifications that inform employees, managers, and mentors about common HR Service Delivery tasks associated with a journey. Key notifications include:

    • New Journey created – notifications to Employee, Manager, and Mentor
    • New Mentor(s) added – notifications to Employee, Manager, and Mentor
    • Journey Tasks Overdue
    • Journey JA task Commented
    • Journey LE task Approval Requested

    For a comprehensive journey experience in Virtual Agent, it is recommended to enable all six “Journey created” scenario notifications for managers, mentors, and employees.

    Actionable Notifications in Journey designer

    When configured, notifications are triggered upon journey creation and publication. For example, employees receive notifications on their configured channels, managers are prompted to add mentors, and subsequent notifications are sent to employees and mentors after mentor addition.

    Virtual Agent Designer Configuration

    Administrators can manage related actionable topics in the Virtual Agent Designer by filtering topics with:

    • Type = Topics
    • Category = HRSD Actionable Notifications
    • Status = Active

    The base system includes four key action topics linked to Journey designer:

    • addcommenttojatask – Add comments visible in journey task activity
    • addmentortojourney – Add a mentor by selecting from a list or searching by name
    • approveleapprovalactivity – Approve journey-related requests
    • rejectleapprovalactivity – Reject journey-related requests

    You can also associate other actions with notifications to tailor interactions. For detailed instructions, refer to “Add actions to the notification content.”

    Install the HR Service Delivery Virtual Agent Conversations app to enable Journey designer to send actionable notifications as nudges to employees and managers on configured communications channels.

    The HR Service Delivery Virtual Agent Conversations app displays action buttons to enable interactions and complete the actions. Using HR Service Delivery Virtual Agent Conversations app aids faster approvals and task completion by engaging employees and managers on the channels that they are at.

    Activation information

    Install the latest version of HR Service Delivery Virtual Agent Conversations [sn_hr_va] to enable actionable notification in Journey designer.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Integrating the Learning Posts app with Journey designer enables you to manage recommended learning for journeys from inside Journey designer.

    Predefined Virtual Agent notifications for HR Service Delivery

    The HR Service Delivery Virtual Agent Conversations app provides predefined notifications to help your employees, mentors, and managers receive information about the common tasks in HR Service Delivery.

    Notifications are sent to employees, managers, and mentors that are associated with a journey. The following HR Service Delivery Virtual Agent notifications are available:
    • New Journey created – Notify Employee
    • New Journey created – Notify Manager
    • New Journey created – Notify Mentor
    • New Mentor(s) added – Notify Manager
    • New Mentor(s) added – Notify Employee
    • New Mentor(s) added – Notify Mentor​
    • Journey Tasks Overdue​
    • Journey JA task Commented​
    • Journey LE task Approval Requested​
    Note:
    For a holistic experience of the journey outcome in Virtual Agent, turn on all the six Journey created scenario notifications (Manager, Mentor, and Employee).
    For more information about HR Service Delivery Virtual Agent Conversations and topic blocks, see Virtual Agent for HR Service Delivery.

    Actionable notification in the Journey designer app

    Journey designer use case: When notifications are configured, a notification is sent when a new journey is created and published. The employee is notified of it on the configured CI channel. The manager is prompted to add a mentor. After the mentor is added, notifications are sent to the employee and the mentor.

    Virtual Agent Designer

    As and admin, go to Conversational Interfaces > Virtual Agent > Designer. Filter on the following:
    • Type = Topics
    • Category = HRSD Actionable Notifications
    • Status = Active
    There are four action topics linked to Journey designer provided in the base system of the application.
    • _add_comment_to_ja_task - Add a comment. These comments are alsi displayed in the journey task activity.
    • _add_mentor_to_journey - Add a mentor. You can select a mentor from the list provided by the Virtual agent or search a person by typing the name.
    • _approve_le_approval_activity - Approve the request assigned as a part of the journey.
    • _reject_le_approval_activity - Reject the request assigned as a part of the journey.
    You can also associate other actions with the notifications. For more information, see Add actions to the notification content.