Microsoft bot integration with ServiceNow Virtual Agent using Virtual Agent API

[surajmusmade18]

Hello,

I want to integrate the Microsoft bot with ServiceNow Virtual agent in which I will consume ServiceNow VA as a secondary bot. Using Virtual Agent API I am able to send Inbound requests to ServiceNow VA and also got responses from ServiceNow VA to configured outbound third-party endpoint.

I've been using the following API to send requests to ServiceNow VA.

Currently, the responses getting from ServiceNow Virtual Agent on an outbound third-party endpoint but how can we get these responses in my MS Bot?

Also, is it possible to get a response from ServiceNow VA using its BOT integration API without configuring an outbound third-party endpoint in the rest message?

Thanks in advance!

[PreranaPolekar]

I am trying to integrate the same in one of my Microsoft Bot. Is there a away we can reach out to ServiceNow support team for such queries? 

[Rahul Kumar3]

hi @surajmusmade18 , 
You can't send the VA API response directly to the MS bot as MS Bot might not be able to understand the VA API response payload. You will need a transformation layer in between. 

is it possible to get a response from ServiceNow VA using its BOT integration API without configuring an outbound third-party endpoint in the rest message? 

=> You can also use VA API in sync mode. To use VA API in sync mode: 
Goto sys_cs_channel table -> open the record named (Bot-to-Bot) and set the synchronous checkbox to true.

Thanks,

Rahul

[surajmusmade18]

Hi @Rahul Kumar3,

Thank you for responding.

>>You can't send the VA API response directly to the MS bot as MS Bot might not be able to understand the VA API response payload. You will need a transformation layer in between.

I have created one script include in which I have replicated the "VABotToBotRestMessageHandler" with minor changes.

I have called this script in my bot integration scripted rest API. So, when I call my Inbound bot integration API using postman, I can see the response of the virtual agent in postman.

And I am parsing the response got from ServiceNow virtual agent explicitly in MS bot composer to send it to the user.

So, is this the correct way to get a response from ServiceNow VA and to use ServiceNow VA as a secondary bot?

>> You can also use VA API in sync mode. To use VA API in sync mode:  Goto sys_cs_channel table -> open the record named (Bot-to-Bot) and set the synchronous checkbox to true.

I don't see any synchronous checkbox in my Bot-to-Bot channel record.

Also, I am not able to add any attachments in reply to this question. So, am I missing something?

[Rahul Kumar3]

@surajmusmade18 Your approach looks fine.

I'm curious to know why you had to replicate the VABotToBotRestMessageHandler script.

I don't see any synchronous checkbox in my Bot-to-Bot channel record.

Try updating the form layout of sys_cs_channel table.