Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

    The HR Service Delivery Virtual Agent Conversations app integrates with Journey designer to enable sending actionable notifications as nudges to employees, managers, and mentors across configured communication channels. This integration facilitates faster approvals and task completions by engaging users directly within their preferred channels through interactive action buttons.

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    Activation and Installation

    To enable actionable notifications within Journey designer, install the latest version of the HR Service Delivery Virtual Agent Conversations [snhrva] app. The app is available on the ServiceNow Store, where customers can also find cumulative release notes and request additional apps.

    Predefined Virtual Agent Notifications

    The app provides predefined notifications targeting employees, managers, and mentors involved in a journey. These notifications cover various common HR Service Delivery tasks, including journey creation, mentor additions, overdue tasks, task comments, and approval requests. For a comprehensive Virtual Agent experience, it is recommended to activate all six “Journey created” scenario notifications for employees, managers, and mentors.

    How Notifications Work in Journey Designer

    • When a new journey is created and published, notifications are sent to the employee.
    • The manager receives prompts to add a mentor.
    • Once a mentor is added, notifications are sent to both the employee and mentor.

    Virtual Agent Designer and Action Topics

    Administrators can manage actionable topics in Virtual Agent Designer under Conversational Interfaces > Virtual Agent > Designer by filtering for topics categorized under HRSD with active status. The system includes four base action topics linked to Journey designer:

    • addcommenttojatask: Adds comments visible in journey task activity.
    • addmentortojourney: Allows selecting or searching for a mentor to add to the journey.
    • approveleapprovalactivity: Approves requests assigned within the journey.
    • rejectleapprovalactivity: Rejects requests assigned within the journey.

    Additional actions can be associated with notifications to customize interaction workflows further.

    Install the HR Service Delivery Virtual Agent Conversations app to enable Journey designer to send actionable notifications as nudges to employees and managers on configured communications channels.

    The HR Service Delivery Virtual Agent Conversations app displays action buttons to enable interactions and complete the actions. Using HR Service Delivery Virtual Agent Conversations app aids faster approvals and task completion by engaging employees and managers on the channels that they are at.

    Activation information

    Install the latest version of HR Service Delivery Virtual Agent Conversations [sn_hr_va] to enable actionable notification in Journey designer.

    Request apps on the Store

    Visit the ServiceNow Store website to view all the available apps and for information about submitting requests to the store. For cumulative release notes information for all released apps, see the ServiceNow Store version history release notes.

    Integrating the Learning Posts app with Journey designer enables you to manage recommended learning for journeys from inside Journey designer.

    Predefined Virtual Agent notifications for HR Service Delivery

    The HR Service Delivery Virtual Agent Conversations app provides predefined notifications to help your employees, mentors, and managers receive information about the common tasks in HR Service Delivery.

    Notifications are sent to employees, managers, and mentors that are associated with a journey. The following HR Service Delivery Virtual Agent notifications are available:
    • New Journey created – Notify Employee
    • New Journey created – Notify Manager
    • New Journey created – Notify Mentor
    • New Mentor(s) added – Notify Manager
    • New Mentor(s) added – Notify Employee
    • New Mentor(s) added – Notify Mentor​
    • Journey Tasks Overdue​
    • Journey JA task Commented​
    • Journey LE task Approval Requested​
    Note:
    For a holistic experience of the journey outcome in Virtual Agent, turn on all the six Journey created scenario notifications (Manager, Mentor, and Employee).
    For more information about HR Service Delivery Virtual Agent Conversations and topic blocks, see Virtual Agent for HR Service Delivery.

    Actionable notification in the Journey designer app

    Journey designer use case: When notifications are configured, a notification is sent when a new journey is created and published. The employee is notified of it on the configured CI channel. The manager is prompted to add a mentor. After the mentor is added, notifications are sent to the employee and the mentor.

    Virtual Agent Designer

    As and admin, go to Conversational Interfaces > Virtual Agent > Designer. Filter on the following:
    • Type = Topics
    • Category = HRSD Actionable Notifications
    • Status = Active
    There are four action topics linked to Journey designer provided in the base system of the application.
    • _add_comment_to_ja_task - Add a comment. These comments are alsi displayed in the journey task activity.
    • _add_mentor_to_journey - Add a mentor. You can select a mentor from the list provided by the Virtual agent or search a person by typing the name.
    • _approve_le_approval_activity - Approve the request assigned as a part of the journey.
    • _reject_le_approval_activity - Reject the request assigned as a part of the journey.
    You can also associate other actions with the notifications. For more information, see Add actions to the notification content.