Virtual Agent APi questions

Junyu · ‎02-09-2022

Dear experts,

I am following this tutorial: https://www.youtube.com/watch?v=cyhmMyG4jKk

to go through Virtual Agent API. I have downloaded the latest version of the VA API from the store (sn_va_as_service),

and it has worked when I tried to post JSON in postman.

But I still have some questions:
1. How to configure JSON information (such as requestID, enterpriseId, clientSessionId, etc.)

2. When I typed 'hi' for text in JSON, I can't see an understandable value, I see "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.",

so what's this, how do I know which topic it comes from and how to control which topic it goes to

3. If I want to connect VA functionality to a third-party app, is the VA API the best way? (The third-party application transmits JSON to ServiceNow VA through the VA API, and then obtains the corresponding response text of the VA from the System Log table?)

Thanks for your answer !

Muralidharan BS · ‎02-24-2022

Hi

1. requestID, enterpriseId, clientSessionId - these are unique identification to identify the conversation message etc.

this is from the article, https://community.servicenow.com/community?id=community_article&sys_id=080e3903dbc4e4107d3e02d5ca96198c

Q: How to generate the requestID in the JSON?

A: It is just a unique ID to help you identify the request you send to ServiceNow's Virtual Agent. It can be any alphanumeric character depending on your system or requirements.

Q: How to get the nowBotID in the JSON?

A: This is an ID required to distinguish between multiple ServiceNow bots if you have them. If you only have one ServiceNow bot, you can ignore this field.

Q: Where to read the clientSessionID in the JSON?

A: This is an ID to help you keep track of the conversation that is taking place. This is how you identify that a given set of requests and responses tie to an ongoing conversation with the user. The ID format and length depends on your system.

2. Go to custom greeting and setup > open default (OOB)> click test on the top right. you should see the same response as the VA API. To modify this, you have to configure the setup topic listed there.

3. Primary bot will not pick from the system logs, ServiceNow sends the info to the end you updated in the rest message. rest message - VA Bot to Bot. This system log information is for us to troubleshoot the issue.

Thanks

Junyu · ‎03-01-2022

Hi @Murali,

for 2. Go to custom greeting and setup > open default (OOB)> click test on the top right. you should see the same response as the VA API. To modify this, you have to configure the setup topic listed there.

I tried but the responses are different:

As you see they are different, why?