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!

[Rahul Kumar3]

You can use VA API in two modes: Synchronous and Asynchronous. 

1) If you are using Sync mode then VA will process your request and you will receive the VA messages in the response body. You need to fwd the message to MS Bot. 

2) If you are using Async mode then VA API will queue your request and send you a success or failure response indicating whether your request was queued or not. 
The actual VA message will be sent to the outbound rest endpoint configured in rest messages. 
You don't need to make any API calls to receive these messages. 

[surajmusmade18]

Hi @Rahul Kumar3 ,

Sorry for the delay and thanks for explaining VA API modes in an understandable way.

[PreranaPolekar]

Hi @Rahul Kumar3 , is there any sample/documentation available specific to ServiceNow VA bot to bot integration with Microsoft Bot to get started? I could find documentation for Google DialogFlow but not Microsoft Bot framework.  

[Rahul Kumar3]

Are you looking for the below doc?

https://docs.servicenow.com/bundle/tokyo-servicenow-platform/page/administer/virtual-agent/concept/u...

[PreranaPolekar]

Not exactly . My use case is as follows : 

•  We have a primary bot built using Microsoft Bot Framework Virtual Assistant (not PVA)
• We want to build another child bot using ServiceNow Virtual Agent and integrate SNOW VA into Microsoft Bot as a secondary bot 
• We have tried doing some POCs on bot-bot integration exploring the Virtual Agent APIs but not sure of our approach
• Our understanding is , there is one instance of Virtual Agent for each environment as per license (for eg: Accenture has one instance for their license). Each use-case is divided into topics and the only way to invoke these topics is via NLU (no unique bot/topic identifier available to be passed to the API to invoke a topic?)

Is my understanding correct? Since I couldn't find any documentation/sample specific to bot-bot integration for Microsoft Bot framework Virtual Agent , reaching out to this forum for help.