Order capture AI agent
The Order capture AI agent helps you create orders from quote lines or uploaded files, and manage, investigate, and update existing orders. For example, you can apply discounts, change quantities, fix shipping addresses, remove lines, create cases, and undo changes.
Workflow
The agent runs in three modes: Quote Ingest, File Upload Ingest, and Manage Order. It creates orders from quote lines or uploaded files, and it helps you investigate and update existing orders.
- The agent detects the mode from your input: a quote starts Quote Ingest mode, an uploaded file starts File Upload Ingest mode, and an order number or open order starts Manage Order mode.
- In Quote Ingest mode, the agent reads the quote lines, groups them into orders by account and any configured order-splitting rules, and creates the orders.
- In File Upload Ingest mode, the agent extracts order data from the uploaded file, maps the file columns to order fields, and creates the orders in bulk.
- During ingest, the agent records any line it can't resolve, such as an unknown product or account, as an item for you to resolve in Action Center.
- After ingest, the agent gives you a summary of the created orders with a link to each order.
- In Manage Order mode, the agent uses the currently opened order as context and shows you the actions available for the order's current state.
- After you select an action, the agent validates the order and line-item data and applies the change, such as a bulk discount, a quantity update, a shipping address fix, a line removal, or a new case.
- When an action is reversible, the agent offers to undo it.
|
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 |
Attach Order To Group bulk_apply_discount check_product_offering Compute Group Key Create All Orders From Run Create Header Followup Create Line Followup Create Order Header Create Order Line Create Orders From Run Create Single Order create_order_case create_order_line_case Extract Splitting Fields Fail Ingest Run Fetch actions available for the user from Order Assist- Action Selector Finalize Ingest Run find_account_by_name find_consumer_by_name find_quote_by_number find_similar_location Get agent settings Get Followup Issues Get Open Action Items Get Order Schema Fields Get Quote Lines Get Unresolved Issues get_order_followups Group line data Initialize Run Followups Mark Header Successful Mark Line Successful Offer to undo previous order action Parse Attachment Headers Prepare Reprocess Read Attachment Content Read Ingest Run Lines Record Correction Record Followup Correction Record Line Failure Reprocess Followup resolve_reference Save Column Mapping Start Ingest Run Suppress Followup undo_last_action Unsuppress Followup Update Action Item Error Update agent config Update Ingest Run Update Order Followup Update quantity for all lines Update Quote Work Note update_shipping_address Upload order splitting rules validate_account_sys_id
Order Assist DocIntel
order_number_from_order_sys_id order_sys_id_from_order_number remove_top_order_line_item verify_order_line_item
Extract information from documents |
|
Allowed user roles The specific user roles that can access this AI agent. |
|
|
Data access roles The specific user identity roles that determine which data the AI agent can access and what actions it can take. |
|
|
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 |
Assistance for orders |
Parent Topic:Order Management AI agents
--- title: Order capture AI agent description: The Order capture AI agent helps you create orders from quote lines or uploaded files, and manage, investigate, and update existing orders. For example, you can apply discounts, change quantities, fix shipping addresses, remove lines, create cases, and undo changes. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-order-capture-ai-agent.html release: australia topic_type: reference last_updated: "2026-09-10" reading_time_minutes: 3 breadcrumb: [Order Management AI agents, Sales CRM AI agents, Sales CRM, AI agents library, AI agents and agentic workflows, Enable AI Experiences] --- # Order capture AI agent The Order capture AI agent helps you create orders from quote lines or uploaded files, and manage, investigate, and update existing orders. For example, you can apply discounts, change quantities, fix shipping addresses, remove lines, create cases, and undo changes. ## Workflow The agent runs in three modes: Quote Ingest, File Upload Ingest, and Manage Order. It creates orders from quote lines or uploaded files, and it helps you investigate and update existing orders. 1. The agent detects the mode from your input: a quote starts Quote Ingest mode, an uploaded file starts File Upload Ingest mode, and an order number or open order starts Manage Order mode. 2. In Quote Ingest mode, the agent reads the quote lines, groups them into orders by account and any configured order-splitting rules, and creates the orders. 3. In File Upload Ingest mode, the agent extracts order data from the uploaded file, maps the file columns to order fields, and creates the orders in bulk. 4. During ingest, the agent records any line it can't resolve, such as an unknown product or account, as an item for you to resolve in Action Center. 5. After ingest, the agent gives you a summary of the created orders with a link to each order. 6. In Manage Order mode, the agent uses the currently opened order as context and shows you the actions available for the order's current state. 7. After you select an action, the agent validates the order and line-item data and applies the change, such as a bulk discount, a quantity update, a shipping address fix, a line removal, or a new case. 8. When an action is reversible, the agent offers to undo it. <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> - **Scripts** Attach Order To Group bulk\_apply\_discount check\_product\_offering Compute Group Key Create All Orders From Run Create Header Followup Create Line Followup Create Order Header Create Order Line Create Orders From Run Create Single Order create\_order\_case create\_order\_line\_case Extract Splitting Fields Fail Ingest Run Fetch actions available for the user from Order Assist- Action Selector Finalize Ingest Run find\_account\_by\_name find\_consumer\_by\_name find\_quote\_by\_number find\_similar\_location Get agent settings Get Followup Issues Get Open Action Items Get Order Schema Fields Get Quote Lines Get Unresolved Issues get\_order\_followups Group line data Initialize Run Followups Mark Header Successful Mark Line Successful Offer to undo previous order action Parse Attachment Headers Prepare Reprocess Read Attachment Content Read Ingest Run Lines Record Correction Record Followup Correction Record Line Failure Reprocess Followup resolve\_reference Save Column Mapping Start Ingest Run Suppress Followup undo\_last\_action Unsuppress Followup Update Action Item Error Update agent config Update Ingest Run Update Order Followup Update quantity for all lines Update Quote Work Note update\_shipping\_address Upload order splitting rules validate\_account\_sys\_id - **Subflows** Order Assist DocIntel - **Record operations** order\_number\_from\_order\_sys\_id order\_sys\_id\_from\_order\_number remove\_top\_order\_line\_item verify\_order\_line\_item - **Capabilities** Extract information from documents </td></tr><tr><td> Allowed user roles The specific user roles that can access this AI agent. </td><td> - admin - sn\_ind\_tmt\_orm.order\_admin - sn\_ind\_tmt\_orm.order\_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> - admin - platform\_ml\_di.extraction\_agent - sn\_ind\_tmt\_orm.order\_admin - sn\_ind\_tmt\_orm.order\_agent - sn\_order\_case.agent - sn\_quote\_mgmt\_core.quote\_writer - snc\_internal </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> Assistance for orders </td></tr></tbody> </table>Learn more about Order Management at [Order management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/order-management/explore-order-management.md). **Parent Topic:**[Order Management AI agents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/intelligent-experiences/om-ai-agents-overview.md)
| title | Order capture AI agent |
| description | The Order capture AI agent helps you create orders from quote lines or uploaded files, and manage, investigate, and update existing orders. For example, you can apply discounts, change quantities, fix shipping addresses, remove lines, create cases, and undo changes. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/intelligent-experiences/om-order-capture-ai-agent.html |
| release | australia |
| topic_type | reference |
| last_updated | 2026-09-10 |
| reading_time_minutes | 3 |
| breadcrumb | Order Management AI agentsSales CRM AI agentsSales CRMAI agents libraryAI agents and agentic workflowsEnable AI Experiences |