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Handoffs

ServiceNow handoff

Ada’s ServiceNow integration lets an AI Agent conversation escalate to a human agent in ServiceNow. The Handoff uses the ServiceNow Virtual Agent API (v4.1) to connect the end user directly to a live agent. Messages then relay in real time between the end user in Ada and the agent in ServiceNow. Both AI Agents and Scripted bots can start the Handoff.

Get started

Unless otherwise noted, follow all instructions each time you connect a new AI Agent.

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

  1. Initial configuration: configure ServiceNow and Ada, then share the values your Ada team needs.
  2. Configure the handoff: add the ServiceNow Utilities block to your handoff answer and test the integration.
  3. Custom fields (optional): pass more conversation context to ServiceNow on each Handoff.

Limitations

The following constraints come from the ServiceNow platform or from how the integration works:

  1. Each AI Agent needs its own configuration. Repeat the setup for each AI Agent that connects to ServiceNow.
  2. Custom context variables go to ServiceNow only when the Handoff starts. Ada does not send them again on later messages.
  3. Context variable names must match the names in your ServiceNow Virtual Agent flows exactly. ServiceNow ignores a name that does not match.
  4. Attachments from the end user reach the agent only if Ada’s domains are on your ServiceNow trusted media domains list. See Initial configuration.

Capabilities

The integration supports the following:

  • A direct Handoff to a live agent, without the ServiceNow virtual agent
  • The conversation transcript, sent to ServiceNow when the Handoff starts
  • Text messages from the end user to the agent, and from the agent to the end user
  • Attachments from the end user to the agent, and from the agent to the end user
  • Links, images, and cards from the agent
  • The agent’s display name on agent messages in Ada
  • A return to the AI Agent when the agent ends the conversation in ServiceNow
  • Custom context variables passed to ServiceNow for routing or agent context

Have any questions? Contact your Ada team, or email us at .