Can I integrate third party chatbot into servicenow chat window?

rupeshgaikwad
Kilo Explorer

‎03-02-2017 01:29 AM

Can I integrate third party chatbot into servicenow chat window?

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17 REPLIES 17

Nagarjun
Giga Contributor
In response to Chuck Tomasi

‎12-30-2021 06:05 AM

Hi Chuck,

We are using 3rd party chatbot Bold360 on our service portal. Now our client are asking us to place the same chatbot on servicenow mobile app. I have below queries, could you please provide more details

1. Do i need to modify/update Servicenow mobile app?

2. details steps to place the chatbot on mobile app?

 

Please guide me further...

 

Thank you/Nagarjun S

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yoyo_pm
Kilo Explorer
In response to Chuck Tomasi

‎03-08-2017 08:36 PM

Hi Chuck


Interested to this idea. Are you able to share the details of yput PoC?


Thanks


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Chuck Tomasi
Tera Patron
In response to yoyo_pm

‎03-09-2017 07:26 AM

Unfortunately I didn't do the "plumbing". I came in afterwards and did some actions based on the responses from the chatbot.


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Nagarjun
Giga Contributor
In response to Chuck Tomasi

‎01-04-2022 07:50 PM

Hi Chuck,

 

Any documentation on using 3rd party chatbot on Servicenow mobile agent app?

 

Regards,

Nagarjun S

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azinod
Kilo Contributor

‎03-29-2017 12:28 PM

rupeshgaikwad sharmsha did any of you got any progress here? I am interested in the exact same thing.



chrisc. ctomasi, could you shed some light on how to do this? I am actually new to the platform (been playing with ServiceNow for just 1 day, and going through the training), so any help would be appreciated.



What I thought could work is:



  1. Create a user that would represent the chatbot;
  2. Setup an event listener for any messages sent to this user (still trying to figure this out, but I think maybe a business rule on a certain table that contains the messages could work?)
  3. Send messages to chatbot 3rd party API (still trying to figure this out since I can't use NodeJS or Browser http/ajax methods);
  4. Receive response from 3rd party API and add to the chat as a new message from the chatbot;
  5. SPECIAL: Somehow allow the user to join a support queue or invite a support agent to the conversation through a link provided by the chatbot;


Like I said, I am pretty new to the platform and I am still figuring things out. What I am trying above might not be the best or correct way, it might not even work or be viable in ServiceNow (for example, I could not find a Connect Chat API that would let me send a message that would visually appear it was sent by another participant of the room, the chatbot in this case).



Any help would be appreciated, even if you can just suggest a better workflow than the one I suggested above, in case mine doesn't make much sense to use with ServiceNow.



Meanwhile, I will continue the training and my research... will share any useful findings here.