Virtual Agent Slack Integration - Now Assist

[esebasti]

Hi, we are currently looking into implementing Now Assist for Virtual Agent and our primary front end user interface for Virtual Agent is in Slack via the Virtual Agent Slack Integration.  I have not been able to find any official documentation on if Now Assist is supported in the Slack integration other than an article that Victor Chen posted where its not yet supported.

Does anyone know if it is now in fact supported for slack? and if not does anyone know when it might be supported?

https://www.servicenow.com/community/virtual-agent-nlu-articles/when-to-consider-using-now-assist-in...

Thanks

e

[Victor Chen · Accepted solution]

Victor Chen here - it is targeted for the Xanadu release (safe harbor).

[esebasti]

Thanks @Victor Chen Much appreciated. Cheers!

[kaushal_snow]

Integrating ServiceNow's Virtual Agent with Slack allows users to perform routine tasks directly within Slack, enhancing efficiency and streamlining workflows. Here's how you can set up this integration:

1. Prerequisites:

• ServiceNow Instance: Ensure you have an active ServiceNow instance with Virtual Agent capabilities.

• Slack Workspace: Have administrative access to the Slack workspace where you intend to deploy the Virtual Agent.

2. Install the Conversational Integration with Slack Plugin:

• Access ServiceNow Store:

  • Navigate to the ServiceNow Store.

• Search for the Plugin:

  • Enter "Conversational Integration with Slack" in the search bar.

• Install the Plugin:

  • Select the plugin from the search results and click "Get" to install it.

3. Configure Slack for Integration:

• Create a Slack App:

  • In your Slack workspace, navigate to the Slack API and select "Create New App".

• Set Up OAuth & Permissions:

  • Define the necessary scopes and redirect URLs to allow Slack to communicate with your ServiceNow instance.

• Install the App to Workspace:

  • Once configured, install the app to your Slack workspace to generate the OAuth tokens required for authentication.

4. Configure ServiceNow for Slack Integration:

• Access Slack Integration Settings:

  • In ServiceNow, navigate to "Slack Integration" under the "Collaborations" section.

• Enter Slack Credentials:

  • Input the Client ID, Client Secret, and Verification Token obtained from your Slack app configuration.

• Activate the Integration:

  • Save the settings and activate the integration to establish a connection between ServiceNow and Slack.

5. Deploy Virtual Agent in Slack:

• Configure Virtual Agent:

  • In ServiceNow, set up the Virtual Agent topics and dialogs you want to be accessible through Slack.

• Test the Integration:

  • In Slack, invoke the Virtual Agent by typing its command (e.g., /servicenow) and ensure it responds appropriately.