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ServiceNow lets the assistant read a new incident and add a reply the customer can see. The thread stays in History.

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When to use it

Use it when new incidents already open in your ServiceNow instance and the first customer-visible reply should come from an assistant.

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What the assistant hears

The assistant reads the new incident, including attachment names it can list, and can post a customer-visible reply. New items are picked up within a few minutes. There is no webhook URL to paste.

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Where you sign in

You do not paste a bot token or an app secret. Famulor opens the provider’s own sign-in. Use the account that owns the mailbox, the page, or the help desk. Sign in to your own ServiceNow instance when Famulor opens that screen. Use the account that should read incidents.

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Connect it in Famulor

Turn on Beta Features under Settings → Workspace. The card stays hidden until that switch is on. Your plan still has to include the channel. Open Settings → Channels, choose the card, enter a display name and pick an assistant. The form says you will be redirected to sign in and grant access. Choose Connect ServiceNow. Approve the account that should own the inbox, page, or help desk, then return to Famulor. The shared conversation settings — response delay (default 5 seconds) and inactivity timeout (default 30 minutes) — are described on the messaging channels page.

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What you can turn on

Extra actions stay off until you enable them. One adds an internal work note that support staff can read and the customer cannot. The other lists attachment names already on the incident. Import existing items can pull messages that already exist: Only new messages (recommended), Last hour, Last 24 hours, or Last 7 days. This is not a silent import. Every imported item gets a real automatic reply, up to 50 items on that first pass. Leave it on Only new messages unless you want the assistant to answer the backlog.

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History

Open History and filter by ServiceNow. The thread, the assistant reply and any analysis appear there. You can pause the assistant and answer manually.