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]

HI @SkumarPatel - The reference link has all required details that you asked like endpoint and request payload with different options, etc.,. 

[SkumarPatel]

Hi @Vasantharajan N Yes i am referring the documents, but i was facing some facing thats why i was asking question. Thats why i was requesting to you that can we connect one to one. 

[Am_d_e Potier]

Thank you for this useful link ! It looks like ServiceNow has greatly simplified its integration actually. Have been doing such External Bot to Live Agent transfer for years, and it used to be much more difficult. 

One question however, in case you know: On the case of a LIVE AGENT request: how do  you determine the Queue you want to reach ? I am not clear on the connection between this request and the awa_queue. A user may want to reach different Agent queue depending on the type of problems (IT, HR, etc). 

If you know I'd be super interested !

[Vasantharajan N]

When you create queue in the AWA you will define the "Work Item routing condition" that defines the queue it has to transfer from VA to live agent queue.

[Am_d_e Potier]

One more question on this. This comment is referring to the package 

Virtual Agent Bot Integration API

Nice, but my understanding is that this packages requires the ITSM Pro license... right ? 

So... to handle a transfer to an Agent in a modern Snow (with AWA), you need to get the ITSM Pro license, even if you are not planning to use the Virtual Agent !!! That makes it very expensive "live agent" feature.

Alternatively you can implement your own Snow end point to manage all this, but that is a LOT of extra work.

Is my understanding right license-wise ?