I created a custom integration with the virtual agent using the CCIF framework in the ServiceNow documentation.
It tells us to create actions in the flow designer for the rich control.
Almost everything is working, I receive messages from the virtual agent in my chat, the topics, I respond to them, and I can connect to the live agent.
That's my problem, as in the image below, when the live agent responds to the message, only the text comes and it seems that it doesn't go through the transformation flows, so I don't receive the message in my external chat, does anyone know what's missing?
Solved, the messages from the live agent were not actually going through the transformation flow.
I found the reason, in my communication channel the Synchronous option was activated and in the case of communication with a live agent this does not work synchronously, leaving the field as false (asynchronous) the agent's communication goes through the output flow and is directed to the integration built with Conversational custom chat integrations.
I managed to finish the integration and have already integrated it into an app for testing using Flutter.
Solved, the messages from the live agent were not actually going through the transformation flow.
I found the reason, in my communication channel the Synchronous option was activated and in the case of communication with a live agent this does not work synchronously, leaving the field as false (asynchronous) the agent's communication goes through the output flow and is directed to the integration built with Conversational custom chat integrations.
I managed to finish the integration and have already integrated it into an app for testing using Flutter.
