Virtual Agent Rest API Live Agent responses not being sent back

[rmillman]

I've been through the wide variety of documentation and videos.  Many of them are a couple of years old or older.

My development environment is Xanadu.

I've configured the rest api and I'm able to connect via Postman, start a conversation, start a live chat, the agent picks up the conversation and I am able to send multiple messages from postman into the conversation stream from service now.

Knowing that Servicenow will respond to the initial requests to provide a status and will send any actual data as a POST to the endpoint I configured.  I setup a MS Power Flow to receive messages back as my endpoint.

What I am seeing is servicenow will connect to the endpoint to send system messages like, Agent Connected, Conversation timing out, conversation closed.  But the payload that includes conversation from the live agent is never sent.

When I look at the Outbound HTTP Log, I only see two records (for my current test conversation)  Both of them contain a body with the System message of "The conversation is timing out..."

There is nothing being sent to the endpoint before that for the session and nothing sent afterward.

Although we are typing things into the SNOW interface.

The other issue I have noticed from Postman is that after I'm connected to an agent, I clear out the action parameter and put text into the text parameter.  The message flows from Postman and displays in the chat window, but the return from the API is 400 bad request.

Has anyone gotten this to work successfully?  Any tips?

[bachhada]

Hello, 

Did you get the solution for the response? 

Regards, 

Barkha

[rmillman]

I was able to figure it out.  The configuration was set to synchronous rather than Asynchronous. Once I made that change, everything worked.

[Carlos Petrucio]

I advise you to build your integration using the servicenow framework, follow the link below.

https://www.servicenow.com/docs/bundle/washingtondc-servicenow-platform/page/administer/virtual-agen...

This documentation will guide you on how to create your custom integration.

Basically, you need a ScriptedRest to receive your calls to the virtual agent or live agent, this is directed to a queue.

This direction to the queue will start flows for handling input and output of data. It is important that to receive messages from the live agent your channel must be asynchronous. Agent messages are not supported in synchronous channels. I had a similar problem to yours and I was able to start automatically receiving agent messages by simply changing this in the communication channel.

https://www.servicenow.com/community/virtual-agent-forum/ccif-virtual-agent-live-agent/m-p/3168581?l...

If this helped you, please let us know by marking it as your correct answer.

Att Carlos Petrucio.

ServiceNow Developer / Integrations

[bachhada]

Thank you Carlos for your response. It worked.

Can you also guide how you are consuming this responses in external chat bot as endpoint is one.

And responses is the generic JSON payload where request ID we need to parse first from all the responses to put it in respective client chat where request ID match.

Regards,

Barkha Achhada