how to set the value of form fields in interactions when doing Live agent handoff using VA API

[msrakesh12]

I am integrating third party bot with Service now virtual agent (VA) using "api/sn_va_as_service/bot/integration" api to pass conversation to Live agent. I have an requirement to update one of the form field when passing conversation control to Live agent

[hkbhaskar]

You can use `contextVariabales` , pass the key-value pair in contextVariables when sending api request to pass conversation to LiveAgent. Create a Business Rule on Interaction Table and set the `Field` value 'same as' the `contextVariable`. This will update the form field value