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

[Dan Y25]

No, I didn't find a specific solution. I assume this can be done but would require further investigation. 

[dman2969]

Any answer to this yet?

I'm deep into investigating this same requirement.  I want our customers to use Virtual Agent and Agent Chat on the CSM portal but when the transition to a live agent, we want that to go to Amazon Chat, which our Agents use on the back end.   Currently we just use a custom widget for the customer side so it goes Amazon Chat to Amazon Chat.

The use case for us is that we want to use the Virtual Agent features and we cannot with the custom widget.

The closest solution I found is the "Conversational Custom chat integrations" found here...

Conversational custom chat integrations (servicenow.com)

The problem with this is it's backwards.  It assumes the customer is using the 3rd Party App, and Agent using Agent Chat.

But we are set up like you, our Agent is using the 3rd Party and we want the customer to use Virtual Agent and Agent chat, because it will make life easier when creating topics for VA.

This documentation takes what the user types into the 3rd party app an then transforms it to Agent Chat format where the agent can read it in Agent chat.  So, the two different platforms can speak.  There is a demo app you can install too, which we did, to inspect all the settings.  I got the demo app to work but am in the process of trying to figure out how to do the same for Amazon, but it seems labor intensive and I'm looking for an easier way.

Now for your purposes you should check your 3rd party app as there are a few that have plugins available out of the box under conversational interfaces.  It claims Amazon is one of them but it is not.

Maybe this helps, and maybe you can help me if you found an answer.

If you have found an answer in the last two months please share.  I'm trying to save myself some aggravation.