Custom fields
If your ServiceNow routing or agent workflows rely on context from the Ada conversation — such as customer name, issue type, or department — that context can be passed to ServiceNow as additional inputs on the ServiceNow Utilities block. This is optional and only needed when ServiceNow requires extra conversation data.
Provide the context to map
To add custom fields, identify the conversation context variables you want ServiceNow to receive, then share them with your Ada team.
To request custom fields:
- Determine which conversation
contextVariablesServiceNow needs (for example, customer name, issue type, or department). - Note the key of each variable you want passed to ServiceNow.
- Share the list of keys with your Ada representative.
Your Ada team will map the requested context variables to the ServiceNow Utilities block and deploy the update. Once deployed, the additional fields are passed to ServiceNow on each handoff.
You can request additional fields at any time by repeating these steps.