> For clean Markdown of any page, append .md to the page URL.
> For a complete documentation index, see https://docs.ada.cx/llms.txt.
> For AI client integration (Claude Code, Cursor, etc.), connect to the MCP server at https://docs.ada.cx/_mcp/server.

# 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](/docs/handoffs/service-now/initial-configuration) — confirm your ServiceNow licenses, complete the ServiceNow install steps, and gather the credentials Ada needs.
2. [Configure the handoff](/docs/handoffs/service-now/configure-the-handoff) — add the ServiceNow Utilities block to your handoff answer and test the integration end-to-end.
3. [Custom fields](/docs/handoffs/service-now/custom-fields) *(optional)* — pass additional conversation context to ServiceNow on each handoff.

---

Have any questions? Contact your Ada team, or email us at [](mailto:help@ada.cx?subject=Help%20Docs%20inquiry).