Virtual Agent - Integration - MS Teams

[Carlos Petrucio]

Good afternoon everybody,

I need help with an integration, in short, we have a supplier called BLIP that provides chatbots, our client uses some of these services, now there is a need to make the virtual agent available within this bot supplier, so far so good, we carried out the creating an API, we receive their request and pass it to the virtual agent using the virtual agent API.

The problem is that the return from the virtual agent cannot be sent back to the supplier's BLIP API, as it does not act as middleware, after forwarding us the user communication that comes from teams, it stops the communication and we should send it of the response directly to teams.

Question: Can anyone help me understand how I can send virtual agent messages directly to this bot teams?
Based on the documentation, I even know how I can send messages but I still don't understand how I will be able to receive feedback from the user, for example the virtual agent sends him a message with options, when he responds how can I receive this?

Is there any way to listen to teams communication in servicenow to receive this and send it to the interaction?

[Carlos Petrucio]

More details : 

Applications :
- Application 1
- ServiceNow
- MS Teams

Context:

- Our end user enters teams, accesses a teams application (bot) and sends a hello, this hello is sent to application1 which is a bot centralizer, within application1 there is a communication that sends to servicenow, in servicenow I have an api that receives this data transforms it to the servicenow standard and sends the Virtual Agent API, this generates an interaction.

Problem :

- The virtual agent API response cannot be sent to application1 because the supplier informs that it does not act as middleware, we should build in some way that the virtual agent API response is sent directly to MS Teams using the data received by application1 servicenow, However, I know how to send this to Teams, but I don't know how to continue this communication so that ServiceNow is somehow waiting for a response or listening to some MS Teams API to know what the user responded, to follow the communication.

[Carlos Petrucio · Accepted solution]

I managed to solve it by creating the rich control flows and changing the channel to asynchronous.
https://www.servicenow.com/community/virtual-agent-forum/ccif-virtual-agent-live-agent/td-p/3168581

Created the integration following the official ServiceNow documentation
https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...