The conversation workflows of ServiceNow® Virtual Agent can be integrated with those of the ServiceNow Flow Designer. You can then use these workflows in Virtual Agent conversations.

You can integrate Flow Designer actions and subflows as follows:
  • Add the actions or subflows to Virtual Agent conversations.
  • Use actions created for another product in Virtual Agent conversations.
  • Create conversations that call workflows directly in the conversation. For example, users can place catalog requests, create incidents, or input information securely.

In Virtual Agent conversations, you can use actions to trigger workflows that are custom-built in an application (such as Flow Designer) or workflows of the third-party applications and products available in the Integration Hub. Integrations built using Flow Designer and Integration Hub help to ensure a high level of resiliency and performance.

If an action in the workflow is slow to respond or appears to be waiting, topic authors see a relevant error message.

By default, a scheduled job checks the conversation flow every 120 seconds. For more information about scheduled jobs, see Scheduled jobs.

You can change this interval as needed. To change the interval, see Specify the action workflow timeout.

Integrate workflows of third-party products available on the IntegrationHub

You can use the Integration Hub to create end-to-end digital workflows and automate processes that integrate the Now Platform® with any third-party application, platform, or data.

For example, you can use one of the 100 pre-built spokes available on the ServiceNow Store. These pre-built spokes include those for popular applications, such as Microsoft Azure, Workday, and Okta.

For information about the ServiceNow Integration Hub, see ServiceNow IntegrationHub – natively integrate ServiceNow with anything.