Servicenow Integration with Chat bots

[Astik Thombare]

Hi Community,

We have a requirement to integrate ServiceNow with a third-party chatbot. Ideally, the chatbot would:

1. Ask the user if they want to raise a ticket.
2. If yes, collect some basic details from the user.
3. Create a record in our ServiceNow instance using the collected details.
4. Provide the user with the newly created record number.

We'd appreciate any documentation or resources that can help us achieve this integration.

[Dr Atul G- LNG]

Hi @Astik Thombare 

https://workativ.com/conversational-ai-platform/servicenow-chatbot#:~:text=Use%20workativ's%20chatbo....

If I am not wrong some thing similar we have in SN , Virtual agent, I never worked on this, but that might provide you some insights.

[Astik Thombare]

Hi @Dr Atul G- LNG  ,

Thank you for your reply . Yes , I'm aware of Virtual Agent . but our requirement is to integrate servicenow with third party chat bots . I need documentation on how to proceed on this .

Thanks,
Astik

[Dr Atul G- LNG]

Hi @Astik Thombare 

I tried to find out but did not get, let me experts here

@Community Alums  @AshishKM 

[AshishKM]

Hi @Astik Thombare, 

For external chatbot application you can use the Interaction module, and expose the REST API to extenal chat application. 

The chat app will send all interaction data along with meta data. Based on interatcion record you can configure the interaction the next related record type ( incident or service request ).

https://docs.servicenow.com/bundle/washingtondc-servicenow-platform/page/administer/interaction/conc...

I used the call module ( for a client ) to integrate an external chat-app (livehelpnow) for creating incidents and service request. Livehelp was using ServiceNow's rest api over call module and once call is created then next step was triggered within the ServiceNow. 

Refer the below thread  for call & interaction, 

https://www.servicenow.com/community/developer-forum/new-call-vs-interaction-management/m-p/1937639

-Thanks,

AshishKM