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?

[rmillman]

OK, I figured it out.  While we thought the rest API was configured with ASYNC, turns out the Sync box was checked.  Once we cleared that everything worked as expected.

[Carlos Petrucio]

I'm glad it worked, I hope you mark my answer as correct so that other people can find this answer!