Is there an API for Agent Chat (Live Agent)?

[Ed23]

Hello,

What I am trying to do is integrate the Agent Chat of two different instances, if a user in instance A requests a live Agent, an agent in instance B can attend him and have a conversation through Agent Chat.

Thanks.

[Gunjan Kiratkar]

Hi @Ed,

The Virtual Agent Bot Integration API allows users to integrate any chat interface or a bot ecosystem with the ServiceNow Virtual Agent and/or Live Agent. This API is built on the conversational custom chat integration framework provided with Virtual Agent and operates in the sn_va_as_service namespace.

For more information please find these link.

Please mark my answer as helpful/Correct so that these threat will close and it will benefitted to others as well.

Regards,

Gunjan

[Amruta8]

Hi Ed

Did you find answer to your question - I am looking for the same.

[Am_d_e Potier]

The suggestion provided above will NOT work unless you are ready to pay a lot. The ServiceNow API on Virtual Agent are not available for Live Agent integration unless you get the ITSM Pro license. 

With the old version of Agent Connect (which Service Now is now deprecating), you could easily connect through APIs. With the new version of Agent Workplace there are no more direct possible API integration. Everything has to go through the Virtual Agent API, and in order to use it you need to create a new Channel (sys_cs_provider) in order to do so.... but since San Diego, Service Now will NOT let you create such object unless you have an ITSM Pro license !!

The most expensive API ever. 

Am creating a new Idea to get a more open access to Live Agent with API access on the regular license. I will post here the details when it is ready.

[Am_d_e Potier]

Hello Ed and all, 

a formal request (and associated specifications) was posted on the Service Now Idea (Community) as suggested by the various Service Now developers I interacted with on this matter. 

Here it is: https://community.servicenow.com/community?id=view_idea&sysparm_idea_id=62c7625adb0a559c904fa9fb139619a8&sysparm_idea_table=x_snc_com_ideation_idea&sysparm_module_id=enhancement_requests

Vote on this idea to quickly get a proper and easy-to-use API to be able to interface any application with the Live Agents feature of Service Now through APIs !

Thanks,

Amédée