Custom fields

If your ServiceNow routing or agent workflows need context from the Ada conversation, such as the customer name, issue type, or department, pass that context to ServiceNow as custom fields. Custom fields are optional. Use them only when ServiceNow needs more conversation data at Handoff.

Provide the context to map

Your Ada team adds each custom field as an input on the ServiceNow Utilities block. ServiceNow receives each input as a contextVariables key when the Handoff starts.

To request custom fields:

1. Ask your ServiceNow Virtual Agent developer for the context variable names that your flows use. The names must match exactly. ServiceNow ignores a name that does not match.
2. For each name, decide which Ada conversation data to send. For example, a collected email address, a topic selection, or a customer tier.
3. Share the names and the matching Ada data with your Ada representative.

Custom fields go to ServiceNow only when the Handoff starts. To add more fields later, repeat these steps.