Now Assist with Proactive Prompts

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Now Assist with Proactive Prompts

    The Now Assist with Proactive Prompts integration enables employees and managers to interact via conversational actions to view pending HR tasks and remaining time off. This integration leverages the Now LLM Service, a large language model, to deliver a natural-language conversational experience that enhances the effectiveness of proactive prompts.

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    Proactive Prompts use configurable signals to define when, what, whom, and where messages and actions are sent, providing flexibility in communication frequency and channels.

    Key Features

    • Signal Configurations: Two predefined signals help employees manage HR tasks:
      • Approvals pending: Prompts employees about pending HR approvals, triggering the Show Approvals action.
      • High PTO balance: Notifies employees when over 80% of their leave remains, triggering the Request PTO action.
    • Activation of Actions: The Show Approvals and Request PTO actions are inactive by default and require activation by:
      • Creating and publishing Now LLM Service Virtual Agent topics.
      • Configuring signal actions for Proactive Prompts.
      • Selecting these actions in the signal channel configuration.
    • Dual Support for NLU and Now LLM Service: Signals support both NLU and Now LLM Service actions within the same configuration, allowing prompts to be delivered based on the portal’s Virtual Agent setup.

    Practical Benefits for ServiceNow Customers

    • Employees and managers receive timely, intelligent prompts about HR-related tasks and leave balances without manual follow-up.
    • Flexible configuration allows organizations to tailor prompt delivery frequency, recipients, and communication channels.
    • Integration with Now LLM Service enhances conversational interactions, improving user engagement and prompt success rates.
    • Support for both NLU and Now LLM Service enables smooth transitions or coexistence between conversational AI technologies within your ServiceNow portals.

    Your employees and managers can use conversational actions to see their pending HR tasks and how much remaining time off they have by using the Now Assist with the Proactive Prompts integration.

    The Proactive Prompts with the Now Assist integration uses large language models (Now LLM Service) to create a natural-language conversational experience that can improve the success of your prompts.

    Note:
    Proactive Prompts support Now LLM Service actions for a more intelligent and flexible conversational experience.
    A signal is the configuration for instructions about when to send them, what to send, whom to send them to, where to send them, and related actions to generate and deliver them. You can define whom to send the signal to, how often, and on what channels. The following two signal configurations are available so that your employees and managers can experience the Now LLM Service capabilities in Proactive Prompts:
    • Approvals pending: Displays a prompt to the employee on their pending HR tasks for approval. The corresponding action for this signal configuration is Show Approvals.
    • High PTO balance: Displays a prompt to the employee if more than 80 percent of their leaves are remaining. The corresponding action for this signal configuration is Request PTO.
    The Show Approvals and Request PTO actions aren't available by default to add to the signal configuration as they’re inactive. Follow these steps to activate these actions:

    A single signal configuration caters to both NLU and Now LLM Service prompts and actions. The prompt is delivered to the portals depending on their Virtual Agent configuration. For example, if the portal has Now Assist configured, Now LLM Service prompts and actions are delivered. If the portal has NLU configured, NLU prompts and actions are delivered from the same signal configuration. For more information on the signal configuration, see Create a signal in Proactive Prompts.