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Agentic workflow › Now Assist for Legal Service Delivery \(LSD\) › Legal Service Delivery › Legal and Contract Operations › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Triage legal requests agentic workflow

Use the Triage legal requests agentic workflow to predict the appropriate legal category and to initiate a transfer after a confirmation from the legal fulfiller or group manager.

Important:

  • To run the Triage legal requests agentic workflow, ensure that you have completed all the configurations. For more information, see Configure Triage legal requests agentic workflow.
  • If your generative AI service provider is not Now LLM Service, ensure that the API connections and credentials are configured. For more information, see Configuring API credentials for generative AI capabilities.

  • The agentic workflow is triggered under the following conditions:

  • A general legal request is submitted and an assignment rule is configured for it.

  • The Assigned to field is updated for a general legal request.

The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

You can access the agentic workflow from AI Agent Studio when you have the sn_aia.admin role.

  1. Navigate to All > AI Agent Studio > Create and manage.
  2. Select Triage Legal Requests.
NameDescription
Record management AI agentObtains the request details from the provided description.
Record field value prediction AI agentChecks for similar records and predicts the legal category.
Transfer legal request AI agentIs the supervised agent. The AI agent predicts the appropriate legal category, and initiates a transfer after a confirmation from the legal fulfiller.

The agentic workflow conversation can be seen in the Now Assist panel by the legal fulfiller or group manager with the now_assist_panel_user role.

  1. Open the Now Assist panel by selecting the Now Assist icon
Image omitted: icon-ai-sparkle.png
Now assist icon
  1. In the Now Assist chat panel, select the legal request under the active chat.
  2. See the agentic workflow conversation and the predicted legal category:
    • If you choose to transfer the general legal request, enter Yes and select the send icon (
Image omitted: send-chat-icon.png
Send icon.\) in the panel. When it's transferred, the original request is canceled and a new request is created with the predicted legal category. The agentic conversation is closed after the transfer of the legal request.
-   If you choose not to transfer the general legal request, enter `No` and select the send icon \(
Image omitted: send-chat-icon.png
Send icon.\) in the panel. The general legal request isn’t transferred and the agentic conversation is closed.

Parent Topic:Using agentic workflow in Now Assist for Legal Service Delivery (LSD)