I’d like to check if the following functionality is possible to implement within ServiceNow Virtual Agent.
I have a requirement from the client to enhance the “Show HR Cases” topic in Virtual Agent. Currently, when a user selects this topic, the Virtual Agent displays a list of HR cases that have been opened on behalf of that user. The user can then select one of the cases and is given the option to add a comment.
The enhancement we’re looking to add is:
After the user selects an HR case, they should be presented with an additional option:
"Would you like to talk to the agent assigned to this case?"
If the user selects "Yes", they should either be:
Redirected to a Microsoft Teams chat with the assigned agent, or
Provided with a clickable link to start a Teams conversation with that agent.
Additionally, we would like to explore if it’s possible to import the chat transcript from the Teams conversation back into the comments section of the HR case in ServiceNow.
Has anyone implemented something similar, or can share insights on whether this is feasible using out-of-the-box functionality or if custom development/integration would be required?
Any guidance or references would be greatly appreciated.
