Virtual agent api how to identify the user and also the bot who is answering

[Brisa]

Hello,

I configured the virtual agent api and I can see endpoint is good. However, I want to change the bot who is answering the calls.

I saw there is an option to send the property "nowBotId" on the payload to identify which bot should reply.

I have one configured to IT and another one to HR. I want the one from HR to answer but I'm unable to get this result. I tried passing as value the id from the live profile, bot user name, bot user id, portal id... what is the value I need to send? Is there a way to send information about the portal so the customization (greeting and etc... ) displays?,

Also, I'm sending the user information - id and email, but VA is not getting the user. Instead of sending a personalized greeting using user's name, VA is sending "undefined". What might be missing?

Tks in advance!

[Muralidharan BS]

Hi Brisa, 

Yes, you have to use tokens in order to identify the user.

Check these steps, go to the tables below, 

- sys_cs_provider_application - This should have VA bot to bot provider

- message_auth - used for token verification to identify the user

- token_verification - used for token verification to identify the user

the VA bot to bot provider should be liked to message_auth like below

Message Auth should be linked to Token verification

Token 

finally, your payload should include "token"

{
   "requestId": "1234567",
   "token": "abcd",
   "clientSessionId": "",
   "action": "START_CONVERSATION",
   "message": {
      "text": "Hi",
      "typed": true,
      "clientMessageId": "6543211"
   },
   "userId": "abel.tuter",
   "emailId": "abel.tuter@example.com"
}

Thanks

[Brisa Jara]

Hi Murali,

It was working just fine untill last week and now it is not binding the user again.

Token is fine and also emailid property.

Flows are running and integration is fine but it does not recognize the user so it is not showing the correspondent data. On the portal version (same flows) I'm not facing the same issue.

Any suggestions on what it can be?

Thanks,

Brisa

[nagarjun2]

Hi,

I have to configure multiple Provider applications/bots in servicenow. As of now i have configured a bot using OOTB objects and it is working perfectly fine. Now i want to configure few more custom bots in servicenow. Searched many pages but not enough info provided. Request someone to assist me with below queries:

1. How to configure multiple bots/Provided application with different static token each?

2. How to configure multiple outbound Rest messages, having respective outbound rest message for each bot.

3. Will this nowBotId helps me somehow?

Really appreciate the assistance. Thank you

Regards,

Nagarjun S

[nagarjun2]

Hi All,

I have figured out few answers to my questions in previous post:

update:

1. How to configure multiple bots/Provided application with different static token each?

Answer: we need to use new field/attribute called "appInboundId" in the request body. While configuring a new bot/record in sys_cs_provider_application table. there is a field called "Inbound ID". What ever the value we fill in this field. Same value has to be passed in post Request body field "appInboundId"

2. How to configure multiple outbound Rest messages, having respective outbound rest message for each bot.

Answer: Create a new Rest message in the same name as give to "Name" field in sys_cs_provider_application table record.

3. Will this nowBotId helps me somehow?

Answer: No use of this field currently in servicenow

Regards,

Nagarjun S