Initial configuration

Before the ServiceNow handoff can be enabled, ServiceNow must be configured on your side and a set of credentials must be gathered for Ada. Complete the requirements below in ServiceNow, then collect the credentials Ada needs to finish the backend integration.

Requirements

The following must be in place in your ServiceNow instance before the integration can be enabled.

ServiceNow administrator access
The Virtual Agent plugin enabled on your instance
The Integration Hub or the relevant ServiceNow messaging plugins active

If you encounter issues completing the ServiceNow setup steps, consult ServiceNow support for instance-specific guidance.

Your Ada team will provide detailed ServiceNow setup instructions and generate the outbound webhook secret used by the integration. Contact your Ada representative to receive these and to confirm prerequisites before you begin.

Credentials to provide

After completing the ServiceNow install steps, gather the following credentials. These are required for your Ada team to finish the backend integration for each AI Agent.

Instance subdomain/hostname
OAuth Client ID
OAuth Client Secret
App Inbound ID
App Token

Share these credentials securely with your Ada representative — not over chat or email. Once your Ada team has the credentials, they complete the backend setup and confirm when the integration is ready to configure.