Workplace Concierge agentic workflow

  • Release version: Australia
  • Updated March 18, 2026
  • 2 minutes to read
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    Summary of Workplace Concierge agentic workflow

    The Workplace Concierge agentic workflow enables ServiceNow customers to seamlessly register and manage visitor visits directly from existing communication tools such as emails, calendar invites, and the Virtual Agent's Now Assist chat. This workflow automates the scheduling process by identifying meeting intents, collecting and validating visit details, confirming with hosts, and creating visitor invitations. It pauses to clarify missing or ambiguous information, ensuring accuracy before finalizing visits.

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    Supported communication channels include:

    • Calendar invites, where Workplace Concierge can be added as a guest
    • Email threads, with Workplace Concierge added in the CC field
    • Now Assist in Virtual Agent, invoked by keywords like "invite a visitor"

    Once visits are created, invitation emails with visitor portal links are sent, and visitor responses are monitored and recorded. Hosts receive notifications about visit progress and can manage visits with simple commands to send reminders or cancel visits.

    Key Features

    • Multi-channel integration: Works with calendar invites, email threads, and Virtual Agent chat for flexible visitor registration.
    • Automated visitor management: Identifies intent, validates details, confirms with hosts, and creates visit records automatically.
    • Visitor interaction: Sends invitations and monitors visitor responses via email or portal link, updating visitor records accordingly.
    • Host notifications and controls: Hosts get progress updates on visitor pre-checks and can send reminders or cancel visits via simple commands.
    • Now Assist panel integration: Enables display of AI agent outputs and notifications to users with the appropriate role (nowassistpanelrole).
    • AI Agents involved:
      • Chat Visit Agent: Assists hosts via Now Assist in managing visits and visitor requirements.
      • Email Visit Creation Agent: Supports visit management from emails and calendar invites.
      • Email Visitor Intake Agent: Collects visitor information via email and updates records based on visitor replies.

    How to Access and Use

    • Navigate to All > AI Agent Studio > Create and manage, then select Workplace Concierge.
    • Review and define triggers for the workflow to control when it activates.
    • Enable the Now Assist panel display option to receive AI agent notifications if you have the nowassistpanelrole.
    • Invoke Workplace Concierge from Now Assist in Virtual Agent or add it to emails/calendar invites to start visitor registration.

    Practical Benefits for ServiceNow Customers

    • Simplifies visitor scheduling and management by leveraging familiar communication channels.
    • Enhances accuracy and compliance by validating visitor information before creating visits.
    • Improves visitor experience through automated invitations and easy response options.
    • Empowers hosts with real-time updates and straightforward visit management commands.
    • Integrates AI agents to automate routine tasks, reducing manual workload and errors.

    Use the Workplace Concierge agentic workflow to register visitors from existing communication tools like emails, calendars, or the Virtual Agent.

    Note:
    Depending on your license, you will have access to certain application features, generative AI skills, agentic workflows, and AI agents. For more information, see ServiceNow product tiers.

    Workplace Concierge workflow overview

    Workplace Concierge is an agentic workflow that operates directly from communication tools like email, calendar, and Now Assist in Virtual Agent. When you add the Workplace Concierge to a conversation, it identifies the intent to schedule a meeting, gathers and validates the necessary visit details, confirms the information with the host, and then creates the visit and visitor invitations. If any mandatory detail is absent or ambiguous, Workplace Concierge pauses and communicates with the host before proceeding.

    Workplace Concierge supports the following communication channels:

    • Calendar invite: Workplace Concierge can be added as a guest to a calendar invite
    • Email thread: Workplace Concierge can be added in the CC field of the email thread
    • Now Assist in Virtual Agent: Workplace Concierge can be invoked in the chat by entering keywords like invite a visitor

    After a visit is created, the Workplace Concierge sends invitation emails with a link to the visitor portal. Workplace Concierge also monitors replies and updates the visitor records. Visitors can respond to the email or use the portal link based on their preference. Hosts can use simple commands to send reminders or cancel specific visits, and they receive progress notifications like how many visitors have completed the pre-check tasks.

    Workplace Concierge workflow

    To access the Workplace Concierge workflow, follow these steps:
    1. Navigate to All > AI Agent Studio > Create and manage.
    2. Select Workplace Concierge.
    3. Select Define trigger to review the trigger factors for this agentic workflow.
    4. The Display option enables the Now Assist panel. For more information, see Select display.

    AI agents used in the Workplace Concierge workflow

    The Connect AI agents section in the Describe and Connect workflow displays the AI Agents that are working on the Workplace Concierge workflow.

    The following agents are used in the Workplace Concierge workflow:

    Table 1. Connect AI agents
    AI agent Name Description
    Chat Visit Agent This agent assists hosts in managing workplace visits, adding visitors and checking visit requirements from Now Assist in Virtual Agent.
    Email Visit creation agent This agent assists hosts in managing workplace visits from emails and calendar invites.
    Email Visitor Intake agent This agent collects and processes visitor information through email replies sent by visitors. The agent communicates directly with visitors via email and updates visitor records based on email responses.

    Select display

    In the Select a UI display section, select Display to display the Now Assist panel. Workplace users with the now_assist_panel_role receive notifications for the triggered use case output. When the Now Assist panel option is enabled, the AI agent output or notifications are displayed in the Now Assist panel.

    Note:
    To view the output from a triggered use case, you should have the now_assist_panel_role.

    Select this option to receive and review notifications sent by AI agents in the Now Assist panel. AI agents send notifications to hosts in the Now Assist panel about updates to the import tasks.