Integrate Convo AI helpdesk with ServiceNow to display CMDB and incident data in the inbox sidebar, create ServiceNow incidents from conversations, and unify ITSM with customer support.
Channels
CRM Sync
Support
To Start
What you get with Convo AI for ServiceNow
View ServiceNow user records, CMDB configuration items, incident history, and service entitlements in the Convo AI inbox sidebar. Agents see asset assignments, SLA status, and related change requests.
Create ServiceNow incidents or Customer Service Management (CSM) cases from Convo AI conversations. Map priority, category, assignment group, and link to CMDB configuration items automatically.
Trigger ServiceNow workflows and flow actions from Convo AI events. Escalate support conversations to ITSM processes including problem management, change management, and knowledge management.
Search ServiceNow Knowledge Base articles from within Convo AI. Agents can find relevant KB articles and share solutions with customers without leaving the helpdesk inbox.
Simple setup process - connect in minutes
Benefits for your support team and customers
Surface ServiceNow CMDB, incident history, and SLA data in the support inbox for IT-aware responses
Create ServiceNow incidents and CSM cases from omnichannel customer conversations
Escalate support issues to ServiceNow ITSM workflows for structured problem resolution
Search ServiceNow Knowledge Base from the inbox to resolve customer issues faster
Unify customer support and IT service management in a connected workflow
Common ways to use Convo AI with ServiceNow
Display ServiceNow CMDB assets assigned to a user in the sidebar when they report a technical issue via WhatsApp or live chat
Auto-create ServiceNow incidents from Convo AI conversations with linked CI, assignment group, and priority mapping
Escalate unresolved support conversations to ServiceNow Problem Management for root cause analysis
Search ServiceNow KB articles from the inbox and share solution links with customers during live chat sessions
Log CSAT scores from support interactions to ServiceNow CSM records for service quality reporting
Lower than Intercom, Drift, Crisp
AI chatbot from ₹0/month + per conversation
Common questions about ServiceNow integration
The integration supports ServiceNow ITSM (Incident, Problem, Change), Customer Service Management (CSM), and CMDB. Knowledge Management and Service Catalog are supported for agent lookup features.
Yes, when creating incidents from Convo AI, you can link to CMDB configuration items. The sidebar displays the customer assigned CIs, and agents can select the relevant CI during incident creation.
Yes, incidents created from Convo AI respect your ServiceNow assignment rules. Assignment groups, auto-assignment, and round-robin rules apply as configured in your ServiceNow instance.
Yes, agents can search ServiceNow KB articles directly from the Convo AI inbox. Search results include article titles, summaries, and links that can be shared with customers in the conversation.
Convo AI works with all major CRM platforms