Connect Servicenow Live Agent with Copilot

[dferreyra]

Hi Community.

 I have to integrate ServiceNow (Washington DC)  to Copilot studio to use ServiceNow Agent. 

Copilot admin give me this link to do it Hand off to ServiceNow - Microsoft Copilot Studio | Microsoft Learn but now I have problmes becouse it is not clear with de ServiceNow steps.

Have any of yoy integrate ServiceNow witj Copilot for agent use? 

Do you have clarer ServiceNow stetps to follow?

Many thanks for your Guidance

[SasiChanthati]

Prerequisites

Ensure the following are in place:

• ServiceNow Requirements:

  • Active ServiceNow account (Washington DC release or later).

  • Enabled Virtual Agent and Bot Interconnect.

  • Installed plugins:

    • Knowledge API (sn_km_api)

    • OpenFrame (com.sn_openframe)

    • Customer Service (com.sn_customerservice)

  • Administrative or developer access to ServiceNow.

• Microsoft Copilot Studio Requirements:

  • Active Copilot Studio agent.

  • Administrative or developer access to Microsoft Power Platform.

• Integration Steps

  1. Create an Azure Function as a Middleware:

     • Develop a JavaScript function in Microsoft Azure using Visual Studio Code.

     • Install necessary libraries, such as request-promise.

     • Deploy the function to Azure.

     • Obtain the function's URL from the Azure portal; this will serve as the secondary bot endpoint in ServiceNow.

  2. Configure Direct Line Secret:

     • Retrieve the Direct Line secret for your bot.

     • Add this secret key to your Virtual Agent Bot Interconnect instance in ServiceNow.

  3. Set Up Virtual Agent Bot Interconnect in ServiceNow:

     • Create a shell topic in Virtual Agent to call Microsoft Copilot Studio topics.

     • Configure a new or existing channel for the integration.

     • Set up message authentication and create a channel identifier.

     • Select appropriate rich controls for inbound (user input) and outbound (bot response) transformations.

  4. Implement Handoff to Live Agent in Copilot Studio:

     • In Copilot Studio, navigate to the Escalate system topic.

     • Add a Transfer conversation node to this topic.

     • Optionally, include a private message to provide context to the live agent.

     • Configure context variables to route conversations effectively.

  5. Testing the Integration

     • In Copilot Studio:

       • Test the escalation by triggering the Escalate topic.

       • Ensure the conversation is handed off to the ServiceNow live agent with the appropriate context.

     • In ServiceNow:

       • Verify that the live agent receives the conversation with the full history and context.

       • Confirm that the agent can seamlessly continue the interaction.

     • https://learn.microsoft.com/en-us/microsoft-copilot-studio/customer-copilot-servicenow
     • https://learn.microsoft.com/en-us/microsoft-copilot-service/servicenow-integration
     • https://learn.microsoft.com/en-us/microsoft-copilot-studio/advanced-hand-off

[cespinosa]

Hello, 

I'm having the same issue following the documentation, I'm using the azure function provided by the service now documentation, and I can´t figure out how does the transfer conversation node calls the agent, there is no url configuration in the Copilot Agent, does the function provided requires more editing or is ready to use?

My main issue is here:

1. Set Up Virtual Agent Bot Interconnect in ServiceNow:

   • Create a shell topic in Virtual Agent to call Microsoft Copilot Studio topics.

   • Configure a new or existing channel for the integration.

   • Set up message authentication and create a channel identifier.

   • Select appropriate rich controls for inbound (user input) and outbound (bot response) transformations.
     
     I made the virtual agent and the topic to call the live agent, but how do I configure the new channel? I assume, is directline?
     
     Thanks in advance, Hope you can help.