Service bridge: support for chat / live connect / sidebar discussion?

[VanGoghJoe1]

We have a service bridge client on the consumer side of the connection who is looking to facilitate some kind of chat ability between our instance and theirs.   We don't currently use any of kind of discussion features in our instance, so we're not very familiar with it to begin with, but I'm not aware of any OOB way to do that.    

Does anyone have any suggestions?

[SrdanMatijevic]

Interesting requirement. Service Bridge does not support anything like that. The client thinks that comments are not enough?
Unless you want to customize or find something from the Store (if there is something along these lines), they could go to the customer portal and use the chat there?

[Ryan Palamara]

@VanGoghJoe1 This is not a use case that is supported today as @SrdanMatijevic  mentioned. We reviewing use cases for deflection in the consumer instance over Service Bridge, for future potential. 

Take a look at this feature with Virtual Agent Bot Interconnect. It allows for connecting to other secondary bots over API which may help you. I do not have first hand experience with it, however connecting to Virtual Agent as a secondary bot may be of use. 

https://www.servicenow.com/docs/bundle/vancouver-servicenow-platform/page/administer/virtual-agent/c...

[VanGoghJoe1]

@SrdanMatijevic We are syncing work notes and suggested that, but they are looking for a more chat-like experience   

@Ryan Palamara I was wondering if we could leverage the sbr scratchpad somehow.   Does the receiving instance get notified when something has been added, or does it have to poll?

I'd never heard of the VA Bot Interconnect, so thanks for the tip.  Not sure if that's quite what they're looking for, but even if not, it's a good feature to know about.  

Other than, thanks for the replies.  Didn't really think there was anything that wouldn't take a lot of customization, but wanted to make sure.  

[Ryan Palamara]

@VanGoghJoe1 the task that the scratchpad is attached to does not get updated automatically when scratchpad values are updated. You could however put a BR on the scratchpad table to update the Remote Task or Provider Task.