Five9 chat on employee center

[Julie21]

Hi. 

Has anyone integrated a Five9 chat service with the agent chat on Employee Center?

Do you know if it's possible?

Thanks!

[Shaqeel]

Hi @Julie21 

This integration requires setting up APIs, custom scripts, and configuring both platforms for communication.

follow these steps:

Step 1: Understand the Requirements

Before starting, ensure the following prerequisites are in place:

• Five9: Access to Five9’s API documentation and account with the chat services configured.
• ServiceNow: A configured Virtual Agent and Agent Chat with a working Employee Center.
• Access to ServiceNow APIs: Use ServiceNow's Inbound REST API to receive incoming chats from Five9 and integrate them into the Agent Chat.

Step 2: Set Up Five9 for Chat Integration

Five9 uses APIs for integration with external systems like ServiceNow. You will need to set up the Five9 environment to communicate with ServiceNow.

Create Five9 Webhooks or APIs:

• Log in to the Five9 Admin console.
• Navigate to the Integrations section and find the option for setting up Webhooks or APIs.
• Configure Five9 to send chat data to ServiceNow via a webhook or REST API. The payload should include customer details, the message, and any other relevant information.
• Ensure the webhook/API is designed to send new chat events to a ServiceNow endpoint.

Configure Five9 Chat Routing:

• Set up rules in Five9 for routing incoming chats to specific teams or agents based on their availability in the ServiceNow system.
• Ensure that chats are directed to the correct agent or queue in ServiceNow.

Step 3: Configure ServiceNow Agent Chat

To accept and process chat requests from Five9 in ServiceNow:

Set Up Agent Chat in Employee Center:

• Ensure Agent Chat is enabled in your ServiceNow instance. If it's not already enabled, you can find it under Collaborative Services in ServiceNow.
• Configure chat queues and routing rules for different agents and departments, ensuring that employees in the Employee Center can engage with agents via chat.

Configure Virtual Agent:

• Use Virtual Agent Designer to create conversation flows for handling chat interactions from Five9 users.
• Configure rules to automatically escalate conversations from Five9 to a live agent using Agent Chat.

Step 4: Create an Inbound API to Receive Chat from Five9

You need to create an API endpoint in ServiceNow to receive chat messages from Five9.

1. Create a Scripted REST API:

• Navigate to System Web Services > Scripted REST APIs.
• Create a new Scripted REST API that will accept POST requests from Five9.
• The API will handle incoming chat data, such as customer information, the chat message, and the intent of the chat.

Example Scripted REST API Script:

(function process(/*RESTAPIRequest*/ request, /*RESTAPIResponse*/ response) {
    var requestBody = request.body.data;
    var customerMessage = requestBody.message;
    var customerName = requestBody.customerName;
 
    // Logic to route the chat to Agent Chat queue
    var liveChat = new GlideRecord('chat_queue');
    liveChat.initialize();
    liveChat.customer_name = customerName;
    liveChat.message = customerMessage;
    liveChat.insert();
    
    response.setStatus(200);
    response.setBody({ success: true, message: 'Chat successfully received and routed.' });
})(request, response);

2.

Configure API Security:

• Set up authentication and authorization for this API. Five9 should be able to authenticate securely when making POST requests to this ServiceNow endpoint.

Step 5: Map Incoming Chat to Agent Chat in ServiceNow

You will need to map the incoming chat from Five9 into the ServiceNow chat system so that it can be handled by agents.

Route Chat to Agent Chat Queues:

• Once the chat is received by the scripted REST API, route it to an appropriate Agent Chat queue.
• Use the Chat Queue (chat_queue table) in ServiceNow to insert chat requests and map them to the correct agents or teams.
• For example, if the incoming request is for a specific department, you can route it to the department’s chat queue.

Automate Chat Handling:

• Optionally, you can use Virtual Agent to handle the initial chat interaction, answer basic queries, or gather information before escalating to a live agent.

Test and Monitor.

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Regards

Shaqeel