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]

@PreranaPolekar It is possible to invoke any topic with a topic name if the user has access to the topic.
Try these steps: 
Make sure there is no active conversation for the user. And send the below request.

{
    "action": "START_CONVERSATION",
    "clientSessionId": "",
    "clientVariables": {},
    "contextVariables": {},
    "message": {
        "text": "Topic Name",
        "typed": true
    },
    "requestId": "",
    "silentMessage": false,
    "timestamp":"",
    "timezone": "GMT",
    "userId": "UserId"
}

[PreranaPolekar]

Apologies @Rahul Kumar3 for the late response ,  I tried what you mentioned regarding starting a specific topic. Following is how my topic looks when I test it on VA portal 

Following is my request payload same as you mentioned : 

{   
     "action": "START_CONVERSATION",
    "clientSessionId": "322bas2be70-sadsa-we32-3eq2-1231ra11",
    "clientVariables": {},
    "contextVariables": {},
    "message": {
        "text": "ServiceNow_Bot_Integration",
        "typed": true
    },
    "requestId": "",
    "silentMessage": false,
    "timestamp":"",
    "timezone": "GMT",
    "userId": "prerana.polekar"
}

 I got the following response from the VA api which didn't match with the content from bot , am I missing something?

[PreranaPolekar]

Response from VA API for the same topic 

{
    "status": 200,
    "content": {
        "requestId": "",
        "clientSessionId": "322bas2be70-sadsa-we32-3eq2-1231ra11",
        "message": {
            "text": "ServiceNow_Bot_Integration",
            "typed": true
        },
        "userId": "prerana.polekar",
        "clientVariables": {},
        "body": [
            {
                "uiType": "ActionMsg",
                "actionType": "StartConversation",
                "conversationId": "925123f71b98a110edeeea48624bcb4f"
            },
            {
                "uiType": "OutputText",
                "group": "DefaultText",
                "value": "I am sorry but I didn't understand your request.",
                "maskType": "NONE"
            },
            {
                "uiType": "OutputText",
                "group": "DefaultText",
                "value": "Please try giving me your request in a different way. I'm currently better at understanding short sentences.",
                "maskType": "NONE"
            },
            {
                "uiType": "TopicPickerControl",
                "group": "DefaultPicker",
                "nluTextEnabled": true,
                "promptMsg": "Hi there, please enter your request or make a selection of what I can help with. You can type help any time when you need help.",
                "label": "Show me everything",
                "options": [
                    {
                        "label": "Live Agent Support",
                        "value": "4f3274687344330025d032e954f6a733",
                        "promoted": false,
                        "enabled": true
                    },
                    {
                        "label": "ServiceNow_Bot_Integration",
                        "value": "fc935dbe1baf9950edeeea48624bcb13",
                        "promoted": false,
                        "enabled": true
                    }
                ]
            }
        ],
        "score": 0
    }
}

[Rahul Kumar3]

@PreranaPolekar : Can you please verify the blow configuration?
1) Does your topic name contains "_"? You should pass the exact name. 
2) Try adding public role to your topic (from conversation builder). If this resolved the issue then you might not have configured message_auth.
3) After configuring message_auth record for VA Bot to bot provider application, you need to pass the token and emailId in the request. (Doc)

[surajmusmade18]

Hi @Rahul Kumar3  ,

I have the same issue where I am unable to initiate a topic using the "StartConversation" action with the below configurations.

• I passed exact same name as my topic.
• I have added a public role to my topic.

But I am able to call the topic using utterances that are trained in the NLU model.