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!

[surajmusmade18]

Hi @Rahul Kumar3,

Hope you are doing well. I need help for understanding below scenario.

I passed "help" as a text message to ServiceNow VA using Virtual agent API and I got response which I haven't configured also I asked same (help) question to ServiceNow VA in my ServiceNow portal then I got different response which i can see configured in "Virtual agent capabilities" topic.

I have following question on above scenario

• why am i getting different response for same question
• where can i find response configured for help which i got using Virtual agent API.

[Rahul Kumar3]

hi @surajmusmade18 ,
"help" is contextual action command only applicable to CCCIF and VA API(not applicable to web-client).   
The below doc will help you to configure contextual action.
https://docs.servicenow.com/bundle/utah-servicenow-platform/page/administer/virtual-agent/reference/...

[surajmusmade18]

Hi @Rahul Kumar3 ,

I understood. Thanks for the help 🙂