Actions and action groups in Proactive Prompts

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Actions and Action Groups in Proactive Prompts

    Actions in Proactive Prompts allow users to interact with prompts across different channels, primarily the Employee Portal and Virtual Agent. They provide users with various functionalities to enhance their experience and streamline workflows.

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    Key Features

    • View Details: Users can access more information about the prompt, including links to tasks or records, but this is only available in the Employee Portal. Virtual Agent displays these details by default.
    • Send Email: Users can compose and send emails directly from the prompt to either an individual or multiple recipients, provided they have configured their emails in the User table.
    • Set Up Meeting: Users can schedule meetings through their default mail client, which is typically Outlook but can be configured to Gmail. This action is available for Employee Portal users only.
    • Start Chat: Users can initiate a one-on-one chat via Microsoft Teams, requiring specific plugins to be installed.

    Action Groups

    Action groups consolidate frequently used actions for quicker access and are exclusive to the Employee Portal. The available action groups for Proactive Prompts include:

    • Chat action group
    • Email action group

    Key Outcomes

    Implementing these actions and action groups improves user engagement and efficiency by providing streamlined options for communication and task management directly within prompts. Understanding these features allows ServiceNow customers to enhance their operational capabilities and user interactions effectively.

    Actions provide the user the ability to act on the prompt.

    The types of actions available differ based on the channel. Unless otherwise noted, the actions in the following table are available for Employee Portal and Virtual Agent.

    Table 1. Actions in Proactive Prompts
    Action Description
    View details Enables the user to see more details about the prompt, including any URL provided in the signal configuration. Users can also access links directly to the items/tasks/records based on the URL configured in the Script data source. For more information see, Create a signal in Proactive Prompts.
    Note:
    • The display of links to items/tasks/records only works with the Script data source.
    • The details displayed are influenced by the selection in the Collect records field.
    • This action is available only for the Employee Portal. In Virtual Agent, the details are displayed by default.
    Send email The user can send an email directly from the prompt. This action takes the user directly to the compose window depending on the default mail client configured in your organization. Users can choose to send the email to one user or all users at the same time.
    Note:
    Only active users with their email configured in the User [sys_user] table can be selected to send the email.
    Set up meeting The user can schedule a meeting via the default mail client like Outlook or Gmail based on your organization's configuration.
    Note:
    • This action has a configurable action parameter mailClient of type string. By default, the mail client is Outlook. You can change it to Gmail.
    • Only active users with their email configured in the User [sys_user] table can be selected to set up a meeting.
    • This parameter is applicable only for Employee Portal actions.
    Start chat The user can talk to the stake holder one-on-one via Microsoft Teams.
    Note:
    • The Start chat action requires the com.snc.ms_teams plugin to have been installed.
    • Only active users with their email configured in the User [sys_user] table can be selected to start a chat.
    Note:
    The configurable action parameter selectindividual under Actions in the Employee Center Action framework determines whether you can select all employees or one individual employee for the Send email, Set up meeting, and Start chat actions. The default value is false. This parameter is applicable only for actions in Employee Portal.

    Action groups

    Action groups are a collection of frequently used actions in a framework for quick access. Action groups are used only in Employee Portal. For Proactive Prompts, the action groups available are:
    • Chat action group
    • Email action group

    For more information, see Action group.