Skip to content
Configure › Advanced Work Assignment › Manage people and work › Conversational Interfaces
Release: Australia · Updated: 2026-07-09 · Official documentation · View source

Create a payload for external third-party providers

Create a payload for external third-party providers to send your work items to the external queue.

Before you begin

Role required: admin

Procedure

  1. On your ServiceNow instance, navigate to All > Advanced Work Assignment > Queues.

  2. Create a queue enabling External Routing.

    For more information about creating a queue with external routing, see Enable external routing for queues.

  3. Open the provider record, select the subflow that you created, and select Save.

    For more information about creating a subflow, see Create a subflow.

Image omitted: subflow-extrnl-routing.png
Select subflow for external routing of the AWA queue item.
  1. In the External Event definition section, create a definition form or modify the existing demo data records by changing the provider name you created.
Image omitted: select-provider-extrnl-route.png
Select the provider for your work item to be routed to the external queue.
The payload script in the External event definition \[awa\_external\_event\_definition\] table has the event type and payload information that you send to the third-party providers. Therefore, it is required for you to change all the events' provider to the provider you created.
Image omitted: payload-extrnl-route.png
Payload script for the third-party provider.
In the payload script:

-   `current` refers to the work item glideRecord associated with the queue. You can access all the workitem records from the glideRecord current.
-   `queueObj` is the glideRecord for the existing awa\_queue record.
-   `additionalParams` refers to the parameters from the document table.
**Note:** Before saving the script, verify that you have the required data.
  1. Select Update.