Hi,
We are trying to implement Live agent chat integration with ServiceNow using chatbots that have been built in Kore.ai platform. The Out-of-box solution provided by Kore.ai involves connect_chat plugin which is no longer supported as per information provided by Kore support. It was pointed out that the custom solution (utilizing AWA plugin to assign queue, agent assignment and transfer chat to agent) provided by Kore.ai requires 'sn_va_as_service' plugin as a prerequisite which requires upgrading the ServiceNow platform to a higher tier.
We were exploring options around how to integrate external applications to AWA , we found some APIs that we might leverage to get information like:
1. assign a queue- https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/queue-api#awa-POST-queues-work_ite...
2. get details of available agent- https://docs.servicenow.com/en-US/bundle/utah-api-reference/page/integrate/inbound-rest/concept/agen...
3. Assign work item to agent - https://developer.servicenow.com/dev.do#!/reference/api/utah/rest/awa_manual_assign-api
However, we are unsure of if there are any APIs that would let us push User messages from Kore bot to the agent. Are there any custom solution that we can leverage? If there are examples of these custom implementations then those will be really helpful.
