Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

  • Release version: Australia
  • Updated March 12, 2026
  • 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 enhances the Journey designer by sending actionable notifications to employees and managers. This integration streamlines communication and task completion by engaging users on their preferred channels.

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    Key Features

    • Action buttons for interactions and task completions.
    • Predefined notifications for various HR tasks, such as journey creation and mentor additions.
    • Integration with the Learning Posts app for managing recommended learning within Journey designer.
    • Four action topics available for managing journey-related tasks, including adding comments and approving requests.

    Key Outcomes

    By installing the HR Service Delivery Virtual Agent Conversations app, organizations can expect:

    • Faster approvals and task completions through timely notifications.
    • Enhanced engagement with employees, mentors, and managers regarding HR journeys.
    • Improved management of journeys with actionable notifications that keep all parties informed.

    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 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.