Proactive Action form

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Proactive Action form

    The Proactive Action form is designed for creating Proactive Triggers rules, enabling users to define specific actions based on user criteria. This form includes various fields that allow customization and targeting of actions effectively.

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    Key Features

    • Name: Specifies the action associated with the rule.
    • Description: Provides details about the action to be applied.
    • Applies to: Defines the user set for the action, which can include All Users or Guest Users. Unique criteria must be established for each rule.
    • Model Type: Indicates the type of topic (LLM or NLU/Keyword) linked to the action, applicable if Now Assist is enabled.
    • Topic: Lists available Virtual Agent topics that will execute when users engage with the message.
    • Active: An option to activate the action.
    • Order: Determines the sequence in which actions are applied; lower numbers execute first.
    • Rule: Connects the action to a specific rule.
    • Message: Customizable text displayed to end users upon action execution, editable via an HTML editor.
    • Tagline: Displays text above buttons in the message, defaulting to "Suggested for you."

    Key Outcomes

    By utilizing the Proactive Action form, ServiceNow customers can effectively manage user interactions through targeted actions, enhance user experience with personalized messages, and streamline automated responses using the Virtual Agent. This contributes to improved engagement and satisfaction among end users.

    When creating a Proactive Triggers rule, the Proactive Action form includes the following fields.

    Table 1. Proactive Action form
    Field Description
    Name Name of the action that you want to associate with a rule.
    Description Description of the action to be applied.
    Applies to The set of end users to which this action applies. For example, you can apply an action to any Any Users or Guest Users user criteria. Use the lookup using list icon (Lookup using list con.) to select the user. The Applies to settings must be unique for the actions for each rule.

    To create a user criteria record, see Create a user criteria record for Service Portal.

    Note:
    If you don't specify a user, this rule is applied to all users.
    Model Type Topic type, either an LLM or NLU/Keyword value, that is associated with the Proactive Triggers action. This field is only applicable if Now Assist is installed and enabled.
    Topic List of Virtual Agent topics available. The selected topic runs when end users open the Proactive Triggers message.
    Note:
    Only the topics that are active and published appear in the list. System topics aren't included in the topics list.

    (For Message that launches a virtual agent topic actions only.)
    Active Option to activate the action.
    Order Order of when a Proactive Triggers action is to be applied. If there's more than one action, the actions with lower numbers are applied first.
    Rule Rule to which this action applies.
    Select variables from Option for choosing from a list of variables to use in the message. Choices are:
    • Trigger Type: References the trigger type table selected for the rule.
    • User: References the user table. Uses the attributes in the user table for the Proactive Triggers message.
    Message Text that the end users see when the action is applied. To enter the text, you can:
    • Use the tools and options of the HTML editor.
      Note:
      Support for using the link button may be included in future releases.
    • Use variables (Trigger Type or User).
    Tagline Text that the end users see above the buttons that you've created. The default tagline text is Suggested for you.

    (For Message that launches a selection of virtual agent topics actions only.)