AI Assistant workflow form

Introduced in 2026

You can specify which workflow form the AI Assistant in the Self Service Portal should use to create tickets.

If multiple workflow forms are available for ticket creation in the Self Service Portal, the assistant otherwise prompts the user to choose one during the conversation. If only one workflow form is available, the assistant uses it automatically.

You can also create a dedicated workflow form for AI Assistant scenarios and assign it.

INFO: For details, see Settings Help: Customizing object forms for Self Service Portal.

To specify the workflow form for the AI Assistant:

1. Open the Admin Center.

2. Go to Apps and Portals > Self Service Portal and select your portal instance, if needed.

3. Open the AI Assistant page.

4. On the General tab, select the workflow Form from the list.

5. Save your changes

Related Information:

Configuring AI Assistant for Self Service Portal