Virtual Agent and Amelia Integration

nag12
Tera Contributor

‎12-05-2020 06:03 PM

Hi, I need some help in integrating Virtual Agent(VA) with IPSoft Amelia chatbot. I understand SN VA works only as a secondary bot at this point. Can someone help me with general steps in setting up this integration and testing the interaction from Amelia to SN VA. Thank you! 

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NaAs
ServiceNow Employee
ServiceNow Employee

‎12-06-2020 08:44 AM

Hi

Make sure your instance is on Paris release and above

Install the Virtual Agent API from the ServiceNow store, for the exact installation steps read more here

Review the inbound REST endpoint and configure inbound authentication

  • The primary bot will perform the intent discovery
  • If the intent is ServiceNow related, POST the message to VA REST endpoint
  • Review VA API doc on request parameters.

Configure the output response REST endpoint and outbound authentication for the Virtual Agent API

  • Add your endpoint for your primary bot on VA outbound REST message.
  • Ensure your API authentication is configured correctly.
  • Because VA Bot is async, the instance will POST the JSON back to your endpoint to parse.
  • Review the response payload on VA API doc.

Nabil

 

 

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nag12
Tera Contributor
In response to NaAs

‎12-08-2020 01:28 PM

Thanks, Nabil. I was able to setup OAuth and test it. I will review the additional steps and revert if any questions. Much appreciated.

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