Configure the handoff

After you complete the initial configuration and share your values, your Ada team installs the ServiceNow Utilities block on your AI Agent. When the block is available, add it to your handoff answer and test the Handoff.

Add the ServiceNow utilities block

The ServiceNow Utilities block starts the Handoff and connects the end user to a live ServiceNow agent.

To add the ServiceNow Utilities block:

1. In your Handoff to Support answer, add the ServiceNow Utilities block.
2. Set the two required Ada ID fields:
   • conversation_id
   • end_user_id

When the Handoff connects to ServiceNow, the integration sets the following meta-variables on the conversation. Use them for troubleshooting or reporting.

• agent_system_servicenow_conversation_id
• agent_system_servicenow_agent_id

Test the Handoff

A test in a separate answer confirms that messages flow in both directions before end users reach the Handoff. Test before you add the block to a live handoff answer or disconnect an existing handoff integration.

To test the Handoff:

1. Trigger a test Handoff from the AI Agent with the answer that contains the ServiceNow Utilities block.
2. In ServiceNow, confirm that a live agent receives the new conversation.
3. As the agent, send a reply. The reply appears in the Ada conversation.
4. As the end user, send a message. The message appears in ServiceNow.
5. End the conversation in ServiceNow. The end user returns to the AI Agent.

If agent replies do not appear in Ada, check the outbound webhook username and password in ServiceNow. See Configure the outbound webhook.

Frequently asked questions

The answers below cover common questions about the ServiceNow Handoff.

How can more customer information go to agents during the Handoff?

You can pass any number of conversation context variables to ServiceNow, to give agents context or to drive routing. Your Ada team adds them as inputs on the ServiceNow Utilities block. See Custom fields.