Integrating ServiceNow for Agent Transfer: How to Create Chats from External Systems?
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07-20-2023 01:13 AM
I have a specific use case where I need to integrate my system with ServiceNow to create chats on behalf of users and receive agents' messages.
After researching, I came across the AWA module in ServiceNow, which allows transferring chats to agents using queues. Additionally, ServiceNow offers several base channels like chat, incidents, etc., enabling users to create work items for agents. However, I am facing challenges in figuring out how to create chats from an external system, possibly utilizing APIs. My main objective is to assign these chats to agents and receive messages back to my system for responding to users.
The goal of this integration is to leverage ServiceNow for agent transfer exclusively, while managing chat interactions externally. Any insights, guidance, or code examples on how to achieve this chat creation and agent message reception through APIs would be highly appreciated.
Thank you in advance!
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09-08-2023 10:54 AM - edited 09-08-2023 11:03 AM
Would like to know if there is a direct API to enable BOTH (1) Insert work item into queue and (2) send and receive messages from Agent Chat. Can not readily find this.
A roundabout way to do this for environments that have Virtual Agents is to use the Virtual Agent API.
This allows an external web app or bot to front messaging from end users and forwards it to the Virtual Agent. Now the Virtual Agent can in turn forward it to Agent Chat (this is the round about part). For the reverse messaging traffic you have to implement a webhook as described in the docs.
