Thank you for this useful link ! It looks like ServiceNow has greatly simplified its integration actually. Have been doing such External Bot to Live Agent transfer for years, and it used to be much more difficult. 

One question however, in case you know: On the case of a LIVE AGENT request: how do  you determine the Queue you want to reach ? I am not clear on the connection between this request and the awa_queue. A user may want to reach different Agent queue depending on the type of problems (IT, HR, etc). 

If you know I'd be super interested !