--- title: "Connect LiveAgent and ServiceNow - APIANT.ai" description: "When \"New conversation\" fires in LiveAgent, your agent runs \"Add File Attachment to Record\" in ServiceNow." canonical: "https://apiant.ai/connect/liveagent-to-servicenow" --- # Connect LiveAgent and ServiceNow When **New conversation** fires in [LiveAgent](https://apiant.ai/connections/liveagent), your agent runs **Add File Attachment to Record** in [ServiceNow](https://apiant.ai/connections/servicenow), or **New Attachment Added** in ServiceNow to **Add customer group** in LiveAgent. Describe the whole flow and it is built, tested on every scenario and kept running. LiveAgent **3** triggers LiveAgent **7** actions ServiceNow **7** triggers ServiceNow **7** actions What the catalog holds today. Ask for anything missing and your agent reads the API documentation and adds it. ## What do you want LiveAgent and ServiceNow to do together? Give your AI client this address. `https://mcp.apiant.ai` One connection does both: ask your client to act in an app once, or have it build an automation that keeps running. Any client that takes a remote MCP server. Nothing to install. Create your free account, then sign in once in your browser. ### Set it up in your client ### Claude Code Run this in the directory you want to work in. `claude mcp add --transport http -s project apiant-ai https://mcp.apiant.ai` Start Claude Code there, approve the server, and sign in in the browser page it opens. [Claude Code guide (opens in a new tab)](https://apiant.ai/docs/mcp/claude-code) ### Claude, web and desktop Open Customize, then Connectors, then Add custom connector, and paste the address. On Team and Enterprise an owner adds it first. [Setup guide (opens in a new tab)](https://apiant.ai/docs/mcp) ### Cursor Add the address to your MCP configuration as a server URL. Cursor signs you in in your browser. [Setup guide (opens in a new tab)](https://apiant.ai/docs/mcp) ### Zed Open Settings, then AI, then MCP Servers, then Add Server, then Add Remote Server. [Setup guide (opens in a new tab)](https://apiant.ai/docs/mcp) ### Codex and the ChatGPT desktop app Open Settings, then MCP servers, then Add server, and choose Streamable HTTP. From the terminal, Codex takes the address with its own add command and then signs you in. [Setup guide (opens in a new tab)](https://apiant.ai/docs/mcp) ### Any other MCP client Paste the address where the client asks for a remote MCP server URL, and name the server apiant-ai where it lets you. APIANT's skills reach the client over the same connection. [Setup guide (opens in a new tab)](https://apiant.ai/docs/mcp) Example flows ## What LiveAgent and ServiceNow can do together ### From LiveAgent to ServiceNow - When **New conversation** in LiveAgent then **Add File Attachment to Record** in ServiceNow - When **New Customer** in LiveAgent then **Create Record** in ServiceNow ### From ServiceNow to LiveAgent - When **New Attachment Added** in ServiceNow then **Add customer group** in LiveAgent - When **New Comment Added** in ServiceNow then **List conversation messages** in LiveAgent Starting points drawn from the triggers and actions in the catalog today. Describe the flow you need, at any depth, and your agent builds it and tests every scenario before it ships. Everything your agent can do with LiveAgent and ServiceNow ## Triggers and actions 10 triggers · 14 actions - Trigger **New conversation** Triggers when a new conversation (ticket, chat, call or message) is created in LiveAgent. - Trigger **New Customer** Triggers when a new customer (contact) is added in LiveAgent. - Trigger **New Customer (Experimental)** Triggers when a new customer (contact) is added in LiveAgent. - Action **Add customer group** Creates a new customer group in LiveAgent with a name and optional text and background colors. - Action **Add tag** Creates a new tag in LiveAgent that can be assigned to conversations. - Action **Get conversation** Returns a LiveAgent conversation (ticket) by its ID, code or public URL code, including status, owner, tags and custom field values. - Action **List conversation messages** Returns all message groups and their messages for a LiveAgent conversation, optionally limited to a date range. - Action **List conversations** Returns conversations (tickets, chats, calls) in LiveAgent, optionally filtered by owner, department, agent, status, channel, subject and dates. - Action **List customer groups** Returns every customer group defined in the LiveAgent account, with each group's id and name. - Action **List tags** Returns every tag defined in the LiveAgent account, with each tag's id and name. - Trigger **New Attachment Added** Triggered when a new attachment is added. - Trigger **New Comment Added** Triggered when a new comment is added to a record. Queries the ServiceNow journal field table for comment entries. - Trigger **New Record** Polls the specified ServiceNow table and fires for each new record, ordered by creation time. Optionally filter with an encoded query. - Trigger **New Work Note Added** Triggered when a new work note is added to a record (e.g. incident) in ServiceNow. - Trigger **New Work Notes (Cisco)** Gets new work notes from incidents in ServiceNow. Queries the configured table (default incident) for rows updated in the last day, returning each record's comments_and_work_notes journal (display value) and sys_id. - Trigger **Two-way sync new and updated incidents (Cisco)** A trigger for two-way syncing new and updated incidents. Can only be used with two-way sync actions. - Trigger **Two-way sync new and updated tables** A trigger for two-way syncing new and updated table records. Polls a ServiceNow table for records ordered by sys_updated_on so new and changed rows are detected. Can only be used with two-way sync actions. - Action **Add Comment to Incident** Adds a customer-visible comment to an incident (by sys_id) via the incident table. - Action **Add File Attachment to Record** Attaches a file to a record via the ServiceNow Attachment API. Provide the table name, record sys_id, file name, content type, and file content. - Action **Add Work Note to Incident** Adds an internal work note to an incident (by sys_id) via the incident table. - Action **Create Record** Creates a new record in the specified ServiceNow table (e.g. incident, task, problem, cmdb_ci). Pass the field values as a JSON object. - Action **Delete Record** Deletes a record by sys_id from the specified ServiceNow table. - Action **List Records** Lists records from the specified ServiceNow table. Optionally filter with an encoded query (sysparm_query), e.g. active=true^priority=1. Returns the result array, paginated. - Action **Update Record** Updates an existing record (by sys_id) in the specified ServiceNow table. Pass changed field values as a JSON object. ## Each app on its own - [ **LiveAgent** LiveAgent is the only customer support app you will ever need.](https://apiant.ai/connections/liveagent) - [ **ServiceNow** ServiceNow is a digital workflow and IT service management platform.](https://apiant.ai/connections/servicenow) Reviews ## What our customers say ## More from LiveAgent - [ **LiveAgent to World News Api** REST API for searching global news articles with entity extraction, sentiment analysis, and geolocation...](https://apiant.ai/connect/liveagent-to-world-news-api) - [ **LiveAgent to Salesforce** Salesforce is a leading enterprise customer relationship management (CRM) platform.](https://apiant.ai/connect/liveagent-to-salesforce) - [ **LiveAgent to Slack** Slack is a messaging platform for teams. Post messages, manage channels, users, reminders, and react to...](https://apiant.ai/connect/liveagent-to-slack) - [ **LiveAgent to Mailchimp** Mailchimp marketing automation and email platform.](https://apiant.ai/connect/liveagent-to-mailchimp) - [ **LiveAgent to Stripe** Stripe is a payment processing platform for online businesses.](https://apiant.ai/connect/liveagent-to-stripe) - [ **LiveAgent to Shopify** Shopify is a commerce platform for online stores and retail point-of-sale.](https://apiant.ai/connect/liveagent-to-shopify) ## More into ServiceNow - [ **HubSpot to ServiceNow** HubSpot is your all-in-one stop for all of your marketing software needs.](https://apiant.ai/connect/hubspot-to-servicenow) - [ **Salesforce to ServiceNow** Salesforce is a leading enterprise customer relationship management (CRM) platform.](https://apiant.ai/connect/salesforce-to-servicenow) - [ **Google Sheets to ServiceNow** Google Sheets](https://apiant.ai/connect/google-sheets-to-servicenow) - [ **Gmail to ServiceNow** Gmail is Google’s email service, featuring spam protection, search functions, and seamless integration with...](https://apiant.ai/connect/gmail-to-servicenow) - [ **Google Calendar to ServiceNow** Google Calendar is a time management tool providing scheduling features, event reminders, and integration...](https://apiant.ai/connect/google-calendar-to-servicenow) - [ **Google Drive to ServiceNow** Google Drive is a cloud storage solution for uploading, sharing, and collaborating on files across devices...](https://apiant.ai/connect/google-drive-to-servicenow) Questions ## LiveAgent and ServiceNow, answered ### ### What can start an automation from LiveAgent? Any of LiveAgent's 3 triggers in the catalog, including New conversation, New Customer and New Customer (Experimental). Describe the moment in plain language and your agent picks the right one. ### ### What can your agent do in ServiceNow when something happens in LiveAgent? Any of ServiceNow's 7 actions, including Create Record, Update Record, Add Comment to Incident and Add File Attachment to Record. Your agent maps the data both ways and tests every scenario before it ships. ### ### Can it also run from ServiceNow to LiveAgent? Yes. When something happens in ServiceNow, your agent can act in LiveAgent too. This page covers both directions: ServiceNow's triggers and LiveAgent's actions are listed here as well. ### ### Do I have to build a connector for LiveAgent or ServiceNow? No. Both are in the catalog with their triggers and actions. You describe the automation; your agent builds it, tests every scenario and keeps it running. ### ### Can my AI client use LiveAgent and ServiceNow without building an automation? Yes. With your AI client connected to APIANT, ask it to do something in either app once and it runs that action on the spot. Ask for an automation and your agent builds it, tests every scenario and keeps it running. One connection covers both. ### ### What happens when something fails? Your agent works that out for you. It plans the failure paths along with the happy path, then tests every scenario before it ships. ### ### Is there a free plan? Yes. Every plan includes the agent, including free, and building from your own AI client spends no assistant credits.