A service desk, live in your team's chat by tomorrow.
Flow by ServiceNow is a flexible, instant-deploy conversational AI service desk that answers and automates employee requests across Slack, Microsoft Teams and email, for teams of any size.
10 Assists per conversation · 5 Assists per standalone automation run
Flow by ServiceNow can complement your existing ServiceNow environment. Entitlement depends on your current ServiceNow AI SKU; some customers may need an additional Assist pack.
Download our practical guide to Flow by ServiceNow, what it is, who it’s for, how it works, what counts as usage and how to plan the right approach.
INSIDE THE GUIDE
• How Flow turns conversations into answers, automations and resolved requests/ • WhereFlow Fits as standalone service desk. • Where Flow fits alongside an existing ServiceNow environment • How conversations, automation runs and Assists affect consumption and cost. • What to consider before choosing your first use cases.
A practical guide to understanding Flow before you commit.
Download our practical guide to Flow by ServiceNow, what it is, who it’s for, how it works, what counts as usage and how to plan the right approach.
INSIDE THE GUIDE
• How Flow turns conversations into answers, automations and resolved requests/ • WhereFlow Fits as standalone service desk. • Where Flow fits alongside an existing ServiceNow environment • How conversations, automation runs and Assists affect consumption and cost. • What to consider before choosing your first use cases.
A practical guide to understanding Flow before you commit.
Straight answers on cost, fit and features and how Crossfuze can help you.
Flow by ServiceNow is a standalone conversational AI service desk that resolves employee requests in Slack, Microsoft Teams and email. It uses existing knowledge to answer questions, can run automations to complete repeatable work, and hands complex or sensitive requests to people when needed
Employees ask for help in the channels they already use, and Flow answers or takes action in the same conversation. Flow can use connected knowledge and systems for context, run automations created in plain language, and escalate requests when human involvement is required
Flow is designed for organisations that want a faster, simpler way to provide conversational employee support and automation. ServiceNow says it can work for organisations of any size, from smaller teams to departments, remote teams or acquired business units inside large enterprises.
No. Flow is a standalone ServiceNow product and does not require an existing ServiceNow instance. New customers can buy and activate Flow independently. Existing ServiceNow customers can also connect Flow to their current environment so knowledge, assets, records and other capabilities can continue to be used
New Flow customers can start with a 30-day free trial, followed by usage-based pricing of $2 per conversation and $1 per automation run on a $10,000 annual commitment. Additional capacity is available in $1,000 top-ups. Existing ServiceNow customers use AI credits (Assists): 10 Assists per conversation and 5 Assists per standalone automation run. Pricing should be checked before purchase because commercial terms can change
Flow measures usage through conversations and standalone automation runs. A conversation is one issue handled by AI or a person and is charged once; automations that run inside that conversation are included. An automation run is a Flow-defined automation triggered outside an employee conversation, such as through MCP, an API or an agent.
ServiceNow says Flow can be live in a day and can be set up with one admin without a traditional implementation project. The setup process covers inviting users, adding Flow to Slack or Microsoft Teams, connecting relevant systems and beginning to resolve requests.
Crossfuze is a ServiceNow Elite Partner that can help organisations evaluate, purchase, implement and optimise Flow by ServiceNow. Crossfuze helps customers choose initial use cases, estimate expected usage, identify the knowledge and systems Flow needs, define automation boundaries and human hand-offs, and plan the ServiceNow subscription and capacity required. Crossfuze clearly distinguishes ServiceNow-published information from its own implementation and planning guidance.
Flow handles repeatable work such as access requests, onboarding and offboarding steps, status lookups and routine updates across connected systems. You define the automation boundaries, so Flow only acts where you have explicitly permitted it and escalates everything else.
You decide where approval, escalation or specialist intervention stays with a person. Setting those boundaries up front is one of the six planning areas Crossfuze works through with customers, so Flow resolves what it should and routes sensitive or high-risk work to the right team.
Usage is driven by conversation volume and automation runs, so your forecast depends on which requests you route to Flow first and how quickly adoption grows. Crossfuze can model expected conversations and automation activity against your planned use cases to give you an indicative view before you commit.
Yes. Crossfuze is a ServiceNow Elite Partner that helps organisations evaluate, purchase, implement and optimise Flow by ServiceNow. Before adopting Flow, Crossfuze works through six areas with customers: use cases (which requests Flow should handle first), knowledge (which approved sources it should answer from), integrations (which systems it needs to connect to), automation boundaries (what it may do automatically), human involvement (where approval or escalation stays with a person), and consumption (how expected activity affects usage and Assists demand). Crossfuze's Flow guide separates ServiceNow-published information from Crossfuze guidance and interpretation.
Yes. ServiceNow advertises a 30-day Flow trial with no credit card required. During controlled availability, organisations first register for access; once eligible access is available, the trial provides a way to test Flow before moving to the annual usage-based commercial model.
Organisations can register for Flow by ServiceNow early access, and Crossfuze can help customers prepare for adoption before access is granted. Crossfuze can work through use cases, expected consumption, integrations, subscription requirements and deployment planning so the organisation is ready to move when Flow becomes available.
Flow is currently in controlled availability, with general availability for EMEA expected in Q4 2026. The UK falls within EMEA, so UK organisations can register their interest now, but availability should be confirmed when access is requested. ServiceNow says North American customers receive priority during the initial controlled-availability period. Crossfuze can help UK customers pre-register for early access and prepare for Flow before availability expands.
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