---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Workplace Concierge agentic workflow

# Workplace Concierge agentic workflow {#ariaid-title1}

Release version: Australia  
Updated March 18, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read  
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](https://www.servicenow.com/docs/access?context=ai-native-sku-overview&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US).

## Workplace Concierge workflow overview {#workplace-concierge-ai-agent__section_k1g_m4r_r3c}

Workplace Concierge is an agentic workflow that operates directly from communication tools like email, calendar, and . When you add the Workplace Concierge to a conversation, it identifies the intent to schedule a meeting and gathers the necessary visit details. It validates 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 <kbd class="ph userinput">invite a visitor</kbd>

{#workplace-concierge-ai-agent__ul_rpb_jdg_q3c}

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 {#workplace-concierge-ai-agent__section_ltf_l1y_w2c}

To access the Workplace Concierge workflow, follow these steps:

1. Navigate to AllAI Agent StudioCreate 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](https://servicenow-prod.fluidtopics.net/vrGWTXZ1HQggP6gufdA3qw#workplace-concierge-ai-agent__section_bc5_ykn_x2c).
{#workplace-concierge-ai-agent__ol_qsk_tjc_j2c}

## AI agents used in the Workplace Concierge workflow {#workplace-concierge-ai-agent__section_ai_agents}

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:  
{#workplace-concierge-ai-agent__table_cgv_crg_x2c__entry__2}

| 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. |
[Table 1. Connect AI agents]

{#workplace-concierge-ai-agent__table_cgv_crg_x2c}

## Select display {#workplace-concierge-ai-agent__section_bc5_ykn_x2c}

In the Select a UI display section, select Display to display the ServiceNow Otto panel. Workplace users with the now_assist_panel_role receive notifications for the triggered use case output. When the ServiceNow Otto panel option is enabled, the AI agent output or notifications are displayed in the ServiceNow Otto 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 ServiceNow Otto panel. AI agents send notifications to hosts in the Now Assist panel about updates to the import tasks.
* **[Use Workplace Concierge with ServiceNow Otto for Virtual Agent](https://servicenow-prod.fluidtopics.net/OPYXPVkGnzyMFktNo2JyUQ)**   
  Invoke Workplace Concierge from to invite visitors to your organization.
* **[Use Workplace Concierge with email or calendar invite](https://servicenow-prod.fluidtopics.net/~EibsdSws5igrU3woX0_Hw)**   
  Add the Workplace Concierge to an email thread or a calendar invite.

**Related concepts**   

* [Manage temporary space closures agentic workflow](https://servicenow-prod.fluidtopics.net/awISDhbRkBTFzXRUMwN3oQ "This team of AI agents temporarily block a location when there’s an emergency workplace maintenance case is submitted.")
* [Help manage workplace reservations agentic workflow](https://servicenow-prod.fluidtopics.net/JZpvsHTHQH_8phhv0Q57ag "The Help manage workplace reservations agentic AI workflow enables Workplace Event Planners with rescheduling a planned reservation. AI Agents gather relevant information from a workplace reservation and update an existing planned reservation with a new date, time, and duration.")
* [Optimize cleaning activities agent overview](https://servicenow-prod.fluidtopics.net/OO4N31P~AGeAGgTDbupazg "The Optimize cleaning activities agent performs cleaning activities on a workplace location based on the space utilization threshold data.")
* [Automate map updates agentic workflow](https://servicenow-prod.fluidtopics.net/3SFi7ef00TwyaOSTh83jCQ "This AI agent helps map admins configure the map during bulk updates to Indoor Mapping.")
* [Workplace Advisor Overview](https://servicenow-prod.fluidtopics.net/nv6K2Os0HM5wl12zgCJIZQ "Workplace Advisor is an AI-powered solution designed to help Space Planners and Facilities Managers optimize workplace management through intelligent insights and conversational support.")
* [Implement Autonomous L1 Agent for Workplace](https://servicenow-prod.fluidtopics.net/xUCrSB7Rqx1vi6v3y1g9~Q "Use the Autonomous L1 Agent for Workplace agent that automatically resolves frequently asked General Inquiry workplace cases without requiring manual agent intervention.")  
**Related topics**   

* [AI Agent Studio (legacy)](https://www.servicenow.com/docs/access?context=na-ai-agents&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [Install ServiceNow Otto AI Agents](https://www.servicenow.com/docs/access?context=install-ai-agents-plugins&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)
* [AI Agent Studio overview](https://www.servicenow.com/docs/access?context=ai-agent-studio&version=australia&pubname=australia-intelligent-experiences&ft:locale=en-US)

*[\>]: and then