Integrate Virtual agent to Azure bot(Primary bot) for live agent feature.

[SkumarPatel]

I have a Azure bot as a primary bot , i want to build a feature "live agent transfers" whenever bot would be not able answer some particular questions then user can make request " talk to a live agent" , then transfer that request to the ServiceNow virtual agent , there one live person will pick the conversation and talk to the Azure bot user.

[Vasantharajan N]

There is a document in ServiceNow which I would recommend for this bot to bot integration. Please refer to the link below for the same.

https://docs.servicenow.com/bundle/sandiego-servicenow-platform/page/administer/virtual-agent/concep...

[SkumarPatel]

Hi Vasantharajan,  Thanks for reply, but this document is incomplete or i am not able to get anything from this document. If you have done similar so can you please explain me in detail, even you can mail me separate or if you ok then we can connect one to one.

[Vasantharajan N]

Hi @SkumarPatel - This is completely a development effort from your bot side using the API available in ServiceNow.

Please refer to the link below where you can see clear API documentation on the Request (Inbound to ServiceNow VA/Live Agent) and Response to your BOT (Outbound to ServiceNow from VA/Live Agent)

https://docs.servicenow.com/bundle/sandiego-application-development/page/integrate/inbound-rest/conc...

[SkumarPatel]

Hi @Vasantharajan N   Yes you are right it is just the coding effort and that is ok, but in API we need to pass many data so from where we can find those data and API endpoint. Can you please mention you contact details.