Context validator AI agent
The context validator AI agent is designed to validate the record, analyze the sentiment, and get the list of intents from the input record. This agent should be invoked when the record content needs to be validated.
Workflow
The agent helps users complete tasks related to context validator.
- Get the source record details.
- Verify the source record.
- Determine the sentiment of the source record.
- Handle negative sentiment of the source record.
- Handle positive or neutral sentiment of the source record.
|
Field |
Description |
|---|---|
|
Allow third party to access this AI agent |
When enabled, third-party AI agents can use this agent. This value is off (false) by default. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the External discoverable field. |
|
Allow AI specialists to access this AI agent |
When enabled, AI specialists can use this agent. This value is off (false) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs [sn_aia_agent_config] table on the Specialist enabled field. |
|
Manage long-term memory |
When enabled, all previous user interactions are used as context for the LLM. This value is off (false) by default. This setting is defined by the sn_aia.ltm.enable_long_term_memory system property. For more information, see ServiceNow Otto AI agents reference. |
|
Tools |
Extract Intents Get record details |
|
Allowed user roles The specific user roles that can access this AI agent. |
sn_esm_agent |
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
sn_customerservice_agent, sn_customerservice.consumer_agent, sn_customerservice_manager |
|
Triggers |
Optional. None defined by default. An admin can specify triggers if desired. For more information, see Add a trigger to an AI agent. |
|
Channels |
Configure an assistant for Virtual Agent or ServiceNow Otto panel using Assistant Designer. |
|
Used in agentic workflows |
Parent Topic:Customer Service Management AI agents
--- title: Context validator AI agent description: The context validator AI agent is designed to validate the record, analyze the sentiment, and get the list of intents from the input record. This agent should be invoked when the record content needs to be validated. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-context-validator-ai-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Customer Service Management AI agents, Customer Service Management, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Context validator AI agent The context validator AI agent is designed to validate the record, analyze the sentiment, and get the list of intents from the input record. This agent should be invoked when the record content needs to be validated. ## Workflow The agent helps users complete tasks related to context validator. 1. Get the source record details. 2. Verify the source record. 3. Determine the sentiment of the source record. 4. Handle negative sentiment of the source record. 5. Handle positive or neutral sentiment of the source record. <table><thead><tr><th> Field </th><th> Description </th></tr></thead><tbody><tr><td> Allow third party to access this AI agent </td><td> When enabled, third-party AI agents can use this agent. This value is off \(false\) by default. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the External discoverable field. </td></tr><tr><td> Allow AI specialists to access this AI agent </td><td> When enabled, AI specialists can use this agent. This value is off \(false\) by default. When set to true, more configuration options for tools become available so that an AI specialist can map inputs and response templates to tool outputs. This setting is defined in the AI Agent configs \[sn\_aia\_agent\_config\] table on the Specialist enabled field. </td></tr><tr><td> Manage long-term memory </td><td> When enabled, all previous user interactions are used as context for the LLM. This value is off \(false\) by default. This setting is defined by the **sn\_aia.ltm.enable\_long\_term\_memory** system property. For more information, see [ServiceNow Otto AI agents reference](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/na-aia-reference.md). </td></tr><tr><td> Tools </td><td> - **Script** Extract Intents Get record details </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> sn\_esm\_agent </td></tr><tr><td> Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. </td><td> sn\_customerservice\_agent, sn\_customerservice.consumer\_agent, sn\_customerservice\_manager </td></tr><tr><td> Triggers </td><td> Optional. None defined by default. An admin can specify triggers if desired. For more information, see [Add a trigger to an AI agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/add-trigger-aia.md). </td></tr><tr><td> Channels </td><td> Configure an assistant for Virtual Agent or ServiceNow Otto panel using [Assistant Designer](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/configure-now-assist-va.md). </td></tr><tr><td> Used in agentic workflows </td><td> [Triage cases](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/case-resolving-use-case.md) </td></tr></tbody> </table>Learn more about Customer Service Management at [Customer Service Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/customer-service-management/c_CustomerServiceManagement.md). **Parent Topic:**[Customer Service Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/csm-ai-agents-overview.md)
| title | Context validator AI agent |
| description | The context validator AI agent is designed to validate the record, analyze the sentiment, and get the list of intents from the input record. This agent should be invoked when the record content needs to be validated. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/csm-context-validator-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Customer Service Management AI agentsCustomer Service ManagementAI agents libraryAI agents and agentic workflowsEnable AI Experiences |