I have a use case where I'm trying to have ServiceNow chatbot as the Primary Bot

[shabaab_mazhar]

I have a use case where I'm trying to build ServiceNow chatbot as the Primary while Genesys chat as the secondary. I'm using ServiceNow virtual agent API to integrate between the two bots. The issue I'm seeing is when I send message to the ServiceNow API the info is not showing on the chatbot of ServiceNow where end users are on. 

Like to know if anyone has done similar thing and how did they accomplish this.

[Am_d_e Potier]

Hi Shabaab, 

good news is this can work. Bad news is this is tricky. Service Now Virtual Agent requirement nowadays makes integrations with Live Agent to be quite painful. 

In short you should: 

1) Add an API end point in ServiceNow, that will receive the responses from the Agent in Genesys.

    In there get your sys_cs_provider_application  sys id, this is the identifier you will need for your existing bot session. (you should have sent it earlier when you created your session with Genesys).

    Get this sys_cs_provider_application object as "gr" object

    May be link this session to users; Something like: 

      if (!gr1.provider.link_account_enabled){
       botUtil.linkAccount(payload, providerAppId); 

    Send it to the VirtualAgent stack with something like:

sn_cs.VASystemObject.enqueueCustomAdapterMessage(

     providerAppId,

     JSON.stringify(payload),

     JSON.stringify(headers),

     gr.getNumericValue());

Hopefully this will get you started. Reach back to me if you get stuck

Note that the difficulty and limitations of the Live Agent integration are well known... I posted an Idea to get this sorted out. Hopefully, it will reach the Service Now product management. Please vote for it to help us all on ths topic! 

[shabaab_mazhar]

Do you think you have some time for a call? I'm not much familar with Virtual agent API. 

[cyril DEDIEU1]

Hi,

I have a use case where I am trying to build a ServiceNow chatbot as the primary chatbot and an API BOT as the secondary. The issue I'm seeing with Virtual Agent API on this scenario is when I receive a message to the ServiceNow API it is opening a new conversation on ServiceNow instead of being display in the current chatbot.

So i am trying to build a Virtual Agent conversational custom chat integration using sn_cs.VASystemObject.enqueueCustomAdapterMessage shown in this documentation: https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/task/create-adapter-for-virtual-agent.html 

But this documentation lacks detail. Did someone manage to do it?

[Harshil1]

Hi @shabaab_mazhar 
Could you let me know if you found a solution for this, if yes can you please elaborate. Thanks