How to Integrate Agent Chat (primary, end user) with 3rd party chat tool (secondary, for agents)

[Dan Y25]

Hello,

Which type of Virtual Agent integration(s) are required or recommended to integrate Agent Chat initiated chats with a 3rd party chat tool?

The use case is that end users will use the ServiceNow Virtual Agent for self help and if they need to contact an agent, they will initiate a chat with leveraged service desk agents that will be using a different 3rd party chat tool. The chat conversation updates will then be bidirectional between the agents and the end user. There will be a simple custom API for the 3rd party chat tool.

I noticed various documentation where a 3rd party chat client would call the ServiceNow Virtual Agent Chat but nothing obvious yet on the reverse.

Any experience, recommendations, or documentation that you can share would be appreciated.

Thank you,

Dan

[Eswar Chappa]

Hi @Dan Y25 the community article will help you with the above query :

https://www.servicenow.com/community/itsm-forum/integrate-service-now-with-3rd-party-application/m-p...

Thanks & Regards,

Eswar Chappa

Mark my answer correct and Helpful if this helps you 😀

[Dan Y25]

Thank you for your quick reply. The information you shared appears to be more of a general REST integration summary. 

I'm looking for specifics related to how to integrate with the ServiceNow Virtual Agent Chat functionality per my original post. 😀

[Dan Y25]

Hello,

Does anyone have any advice and/or experience on my initial question?

Thank you,

Dan

[Shubham47]

I have similar requirement, @Dan Y25  did you find any solution?