Integrating HR Service Delivery Virtual Agent Conversations app with Journey designer

  • Release version: Xanadu
  • Updated August 1, 2024
  • 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 integrates with the Journey designer to enable actionable notifications as nudges to employees, managers, and mentors across configured communication channels. These notifications include interactive action buttons that help drive faster approvals and task completions by engaging users directly where they communicate.

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    This integration enhances the HR service delivery experience by providing timely, relevant updates and prompts related to journeys within the organization.

    Activation and Installation

    To enable actionable notifications in Journey designer, install the latest version of the HR Service Delivery Virtual Agent Conversations app (snhrva). You can request and view this app in the ServiceNow Store. For comprehensive release notes and version history, consult the ServiceNow Store documentation.

    Predefined Notifications

    The app offers a set of predefined notifications tailored to common HR Service Delivery tasks, sent to employees, managers, and mentors involved in journeys. Key notifications include:

    • New Journey created (notifications for Employee, Manager, Mentor)
    • New Mentor(s) added (notifications for Manager, Employee, Mentor)
    • Journey Tasks Overdue
    • Journey JA task Commented
    • Journey LE task Approval Requested

    Note: For a complete and holistic Virtual Agent journey experience, it is recommended to enable all six “Journey created” scenario notifications (for Manager, Mentor, and Employee).

    Journey Designer Use Case

    When configured, notifications trigger at key journey milestones:

    • When a new journey is created and published, employees are notified on their configured communication channels.
    • Managers receive prompts to add mentors.
    • Once mentors are added, notifications are sent to both employees and mentors to engage them in the journey.

    Virtual Agent Designer Actions

    Administrators can manage and customize Virtual Agent topics for actionable notifications by navigating to Conversational Interfaces > Virtual Agent > Designer and filtering by:

    • Type = Topics
    • Category = HRSD Actionable Notifications
    • Status = Active

    Four key action topics linked to Journey designer are provided out-of-the-box:

    • addcommenttojatask – Add comments to journey tasks, visible in task activity feeds.
    • addmentortojourney – Add a mentor by selecting from a list or searching by name.
    • approveleapprovalactivity – Approve HR-related requests within a journey.
    • rejectleapprovalactivity – Reject HR-related requests as part of the journey workflow.

    Other actions can also be associated with notifications to extend functionality as needed.

    Practical Benefits for ServiceNow Customers

    • Engage employees, managers, and mentors effectively with contextual, actionable notifications.
    • Accelerate approvals and task completions by enabling interactions directly within communication channels.
    • Improve journey outcomes and user experience with automated, targeted nudges.
    • Easily configure and customize notifications through the Virtual Agent Designer interface.

    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 website 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.