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ServiceNow integration

Enterprise IT service management platform for incident, change, and service request management. Use ServiceNow from Zoft voice agents, chat agents, workflows and AI employees.

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  1. Starts withNew Record
  2. ZoftAgent or workflow decides what happens next
  3. Then in ServiceNowSend Email
  4. AndCreate Record
Illustrative flow built from ServiceNow’s real triggers and actions.

Zoft + ServiceNow

What Zoft can do with ServiceNow.

  • 01Voice agentsA phone agent can use ServiceNow actions such as Send Email and Create Record during the call, then hand off to a person when it should.
  • 02Chat agentsThe same agent on web chat, WhatsApp or SMS can look up and update ServiceNow while it talks to the customer.
  • 03WorkflowsStart a workflow when “New Record” happens in ServiceNow, or use ServiceNow as any step on the canvas.
  • 04AI employeesAn AI employee can find and use ServiceNow actions on its own, and ask for your approval before it sends or changes anything important.

Actions 17

Things Zoft can do in ServiceNow.

  • Find FileList or download file attachments from a record
  • Get RecordRetrieve a specific record by its ID
  • Send EmailSend an email through your ServiceNow instance using the Email API. Requires the email outbound capability to be configured.
  • Add Comment or Work NoteAppend a customer-visible comment or an internal work note to a record (incident, request, problem, change, etc.)
  • Find RecordsSearch for records in a table using a query
  • Count RecordsReturn the number of records in a table that match an optional encoded query (uses the Aggregate API)
  • Create RecordCreate a new record in a specified table
  • Delete RecordDelete a record from a specified table
  • Update RecordUpdate an existing record in a specified table
  • Custom API CallMake a custom API call to a specific endpoint
Show all 17
  • Get Catalog ItemRetrieve full details of a catalog item including its variable definitions. Use this before "Submit Catalog Request" to discover the variables expected by the item.
  • Resolve or Close IncidentMove an incident to Resolved or Closed with a close code and resolution notes
  • Delete AttachmentDelete an attachment by its sys_id
  • Submit Catalog RequestOrder a catalog item. Submits a service catalog request and returns the resulting request number.
  • Attach File to RecordUpload and attach a file to a record
  • Get Knowledge ArticleRetrieve the full content of a knowledge article by sys_id
  • Search Knowledge ArticlesSearch published knowledge base articles using free text. Requires the Knowledge API plugin to be active.

Triggers 3

Events in ServiceNow that can start a workflow.

  • New RecordTriggers when a new record is created in a table
  • New Comment or Work NoteTriggers when a new comment or work note is added to a record in the selected table
  • Updated RecordTriggers when a record is updated in a table

Setup

Connect ServiceNow in three steps.

  1. 01ConnectChoose ServiceNow in Connections and enter the account details ServiceNow asks for, such as a store name or token.
  2. 02Put it to workAdd ServiceNow as a workflow step, or let a voice agent, chat agent or AI employee use it as a tool.
  3. 03Review every runAdd approvals where you want a person in the loop. Every run leaves a record you can check.

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FAQ

ServiceNow on Zoft, answered.

What can Zoft do with ServiceNow?

Zoft supports 17 actions and 3 triggers for ServiceNow. You can use them as workflow steps, and voice agents, chat agents and AI employees can call them as tools.

How do I connect ServiceNow to Zoft?

Choose ServiceNow in Connections and enter the account details ServiceNow asks for, such as a store name or token.

Can a voice agent or chat agent use ServiceNow?

Yes. Once ServiceNow is connected, a voice agent or chat agent can use its actions during a conversation. Permissions control which actions each agent can use.

Can an AI employee work in ServiceNow without supervision?

Only as far as you allow. AI employees ask for approval before sensitive steps, and every run leaves a record you can review.

Put ServiceNow to work in your operation.

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