Microsoft bot integration with ServiceNow Virtual Agent using Virtual Agent API
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12-27-2022 02:29 AM
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!
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01-05-2023 06:27 AM
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?
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01-09-2023 10:13 PM
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
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01-11-2023 05:45 AM
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?
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01-11-2023 07:56 AM
@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.