ServiceNow handoff

Ada’s ServiceNow integration allows an AI Agent conversation to be escalated to a human agent in ServiceNow. The integration uses ServiceNow’s Virtual Agent API (v4.1) to perform an immediate handoff to a live agent, relaying messages in real time between the end user (via Ada) and the ServiceNow agent. Both AI Agents and Scripted bots can trigger the handoff.

Capabilities

The integration supports the following:

• Real-time, bidirectional text messaging between the end user and the ServiceNow agent
• An immediate handoff to a live agent through the ServiceNow Virtual Agent API
• Custom context variables passed from the conversation to ServiceNow for routing or agent context

Get started

Unless otherwise noted, all instructions must be followed each time you connect a new AI Agent.

To set up the ServiceNow integration, complete the steps in this order:

1. Initial configuration — confirm your ServiceNow licenses, complete the ServiceNow install steps, and gather the credentials Ada needs.
2. Configure the handoff — add the ServiceNow Utilities block to your handoff answer and test the integration end-to-end.
3. Custom fields (optional) — pass additional conversation context to ServiceNow on each handoff.