What is web client notifications in virtual agent

[PriyanshuVerma1]

We are having issues with notification getting delivered in Virtual agent bot in Ms teams. 

I was looking for notification settings for virtual agent and i came across Conversational Interfaces module. It has a notification tab as you can see in screenshot. 

It says configure web client notifications. What does web client means here? Can someone explain this 

[Shoheb_IbaaBoss · Accepted solution]

Hi,

Hope below helps:

When a Virtual Agent conversation requires additional information or needs to notify a user about a specific event or task, it can use web client notifications to communicate with the user in real-time. These notifications can be displayed within the ServiceNow user interface, typically as pop-up messages or banners, allowing for immediate interaction.

Key points regarding web client notifications in ServiceNow Virtual Agent:

1. Real-time Communication: Web client notifications enable real-time communication between the Virtual Agent and the user. This is especially useful for prompting users for additional information or providing updates during a conversation.

2. User Engagement: Notifications help keep users engaged and informed, enhancing the overall user experience within the Virtual Agent interface.

3. Customization: ServiceNow provides customization options for notifications, allowing administrators and developers to define the content, appearance, and behavior of these messages.

4. Integration with Workflows: Web client notifications can be integrated into ServiceNow workflows, allowing for seamless communication between Virtual Agent conversations and various processes within the platform.

Regards,

Shoheb

[PriyanshuVerma1]

1. Can you explain real-time communication? Like a end user will be interacting with virtual agent bot on service portal, when does there is a need for notification at that time.
2.  

[Shoheb_IbaaBoss]

Let's consider a scenario where real-time communication in ServiceNow Virtual Agent, including web client notifications, can be beneficial. In this example, a user is submitting a service request for IT support through the Virtual Agent, and we want to notify them of the ticket creation status.

Scenario:

1. User Interaction:

   • The user initiates a conversation in the Virtual Agent to request IT support.

2. Conversation Flow:

   • The Virtual Agent collects information about the issue, such as the type of problem and additional details.

3. Web Client Notification Trigger:

   • After the user submits the request and the corresponding incident ticket is created in the background, a web client notification is triggered to inform the user about the status of their request.

4. Scripted Response:

   • A scripted response within the Virtual Agent conversation includes logic to check the status of the incident ticket creation.

5. Web Client Notification Script:

   • If the ticket is successfully created, a web client notification is sent to the user, providing them with the ticket number and a message indicating that their request has been received and is being processed.

6. User Confirmation:

   • The user receives the web client notification, acknowledging the successful submission of their IT support request.

Hope this scenario helps and explains your query.

Regards,

Shoheb