Configure the handoff

After you complete the initial configuration and share your credentials, your Ada team sets up the backend integration. When that is complete, the ServiceNow Utilities block becomes available in your AI Agent, and you can configure the handoff.

Add the ServiceNow Utilities block

Each handoff uses the ServiceNow Utilities block to escalate the conversation to a live ServiceNow agent.

To add the ServiceNow Utilities block:

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

When a handoff successfully connects to ServiceNow, the following meta-variables are set on the conversation and can be used for troubleshooting or reporting:

• agent_system_servicenow_conversation_id
• agent_system_servicenow_agent_id

Test the handoff

It is recommended to test the handoff in a separate, non-live answer before adding it to any live handoff dialogues and disconnecting existing handoff integrations.

To test the handoff:

1. Trigger a test handoff from the AI Agent using the answer that contains the ServiceNow Utilities block.
2. In ServiceNow, confirm that a new conversation is routed to a live agent.
3. As the agent, send a reply to the conversation. The message appears in the conversation.
4. End the conversation in ServiceNow. The conversation resumes, allowing the end user to continue chatting with the AI Agent.

Frequently asked questions

Common questions about configuring the ServiceNow handoff are answered below.

How can additional customer information be passed to agents during handoff?

Any number of conversation context variables can be passed to ServiceNow to give agents more context or to drive routing. These are configured as additional inputs on the ServiceNow Utilities block. See Custom fields for details.