ServiceNow Virtual agent and Genesys Chat integration

krishna Nadell1
Tera Contributor

‎12-06-2022 07:22 AM

Looking for someone that has integrated ServiceNow Virtual Agent with Genesys Chat.  We are having an issue adding Genesys responses into virtual agent. 

 

  1. ServiceNow must call a “messages” web service on Genesys every 2 seconds to poll for new messages from Genesys, and at the same time allow for user input on the Virtual agent chat and call the “send message” web service on Genesys anytime the user submits a new chat message.
  2. ServiceNow must start the chat with a webhook URL that is hosted by ServiceNow and Genesys will send any messages to that URL, and at the same time allow for user input on the Virtual agent chat and call the “send message” web service on Genesys anytime the user submits a new chat message.

The problem with #1 is that ServiceNow virtual agent doesn’t seem to have the ability for asynchronous (at the same time) messaging to poll for messages and send messages at one time. When ServiceNow is waiting for user input it doesn’t seem to be able to also poll the Genesys web service.

 

The problem with #2 is that SNOW can host this webhook service but a way has not been determined to feed those messages from the ServiceNow backend to the Virtual agent Chat message stream.

 

Below are the links that we are using to configure the API's
- https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/(sessionId)/webChat/webChat.htm#applic...

- https://help.genesys.com/developer/cic/docs/icws/webhelp/icws/web-chat/messages/(participantId)/inde...

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Lynda1
Kilo Sage

‎12-06-2022 09:36 AM

This question is generating questions!

Genysis is a Virtual Agent

ServiceNow VA is a Virtual Agent

 

We moved from Genysis to ServiceNow VA about 1 1/2 years ago. These are two very different products in the back-end. I guess I am struggling with why use two Virtual Agents in this manner?

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krishna Nadell1
Tera Contributor
In response to Lynda1

‎12-07-2022 07:34 AM

Hi,

Our enterprise direction was to use Genesys for Agent chat. Thats why we are trying to integrate between Genesys and ServiceNow virtual Agent.

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Lynda1
Kilo Sage
In response to krishna Nadell1

‎12-07-2022 07:58 AM - edited ‎12-07-2022 08:08 AM

So I am clear, you are to use the Gynesis VA that is placed on your ServiceNow portal and not really using the ServiceNow Virtual Agent?

 

When we were using Gynesis, we did not have the ServiceNow Virtual Agent configured, we placed the Gynesis VA on our portal page.  Guessing that is what you want to do? 

I can see if I still have the documentation for that setup. Update=our setup was probably more complex due to our security requirements.  I do know we had Gynesis and our ServiceNow Admin work together closely to get the Gynesis VA on our ServiceNow Portal

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