Vivantio AI
AI across your whole service operation
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIService Management
Automate & Configure
Assist agents in the moment, deflect with smart self-service, and turn service data into insight — not a chatbot bolted on.
Explore all Vivantio AIManual handoffs. Missed escalations. Approval requests that sit in an inbox until an SLA breaches. Every service team has automation that should exist but doesn't — because building it felt like a development project. Vivantio's no-code automation engine changes that.
No developer required. Trigger-condition-action, configured by your admin team.
Service teams at leading organisations trust Vivantio
Every service team has a manual tax — repetitive actions that happen the same way, every time, and don't require human judgement. They just require a human.
Without automation…
New ticket arrives — someone manually routes it to the right queue
Approval request sits in an inbox while the SLA clock keeps running
SLA breach happens because the escalation wasn't triggered in time
Vivantio automation fires when something changes: a ticket is logged, a field is updated, a status transitions, a date is reached. Each trigger evaluates a set of configurable conditions, then executes one or more actions — routing, field updates, task creation, notifications, status changes. Rules chain together to form multi-step workflows, all configured without code.
Vivantio approval workflows handle simple and complex approval chains — sequential, parallel, role-based or individual. Each step has configurable time limits: approvers who don't respond within the window auto-escalate. Approvals are available in the agent workspace and via email, so stakeholders outside the tool don't block the process. Full audit trail maintained throughout.
Vivantio automation keeps everyone in the loop without anyone manually chasing status. Configurable notification rules fire on key events — SLA thresholds, reassignments, ticket age, priority changes. Escalation chains move work to the right supervisor or team when it stalls. Users get updates on their requests without logging in to check.
Vivantio can automate any action that follows a rule — ticket routing by type, team or priority; approval chains with multi-step and parallel approver options; SLA breach notifications; escalation to a supervisor when a ticket goes stale; notification emails on status changes; and fulfilment tasks on service request approval. Automation is configured through a no-code rule builder, not custom code.
No. Vivantio automation is built through a visual rule editor — trigger, conditions, actions — without any code. Admins configure and modify automation rules directly. For teams with complex logic, rules can be chained and conditions nested, but a developer is not required at any stage.
Vivantio automation operates within the ITIL process structure configured on the platform. Incident escalation rules fire within the incident lifecycle; change approval chains run as part of the change management workflow; request fulfilment tasks trigger on approval. Automation enforces the process — it does not bypass it.
Yes. Vivantio supports multi-step approval workflows with sequential, parallel and conditional approver paths. Approvals can be assigned to individuals, teams or roles. Time-limited steps can auto-escalate if an approver does not respond. Approval state tracks across the full chain and is visible to all stakeholders.
We'll show you how Vivantio automation maps to your current manual processes — and what it takes to configure the first rules.
