---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create conversational custom chat integration

# Create a Virtual Agent conversational custom chat integration {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use the Custom Chat Configuration Integration Framework (CCCIF) to create a conversational custom chat integration to support third-party chat clients so they can connect to the Virtual Agent Chat Server (VACS).

## Before you begin

Activate the [Glide Virtual Agent
plugin](https://www.servicenow.com/docs/iHQqAdaZ~cGRC~LNtZQF~g "You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.") (com.glide.cs.chatbot) if it's not already activated. This plugin
automatically activates the Conversational Custom Chat Integration plugin
(com.glide.cs.custom.adapter) for custom chat integrations.

Role required: admin

## About this task

To integrate chat clients with Virtual Agent, follow these configuration steps and add action scripts to Workflow Studio.  
Note:  
The CCCIF uses Integration Hub. Transactions count against your Integration Hub quota.

## Procedure

1. [Create a new channel or update an
   existing channel for the integration](https://www.servicenow.com/docs/MRUikMQK2M~eSAfBSslzSw "Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels [sys_cs_channel] table.").
2. [Configure a new provider for the
   integration](https://www.servicenow.com/docs/L3ym7Iqy80IgX76GeqKHnQ "Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.").
3. [Set up message
   authentication](https://www.servicenow.com/docs/MRUMs7l8Zc1lb8ASVu4Z1g "Create a Hash Message Verification record and Message Auth record to set up message authentication for your custom chat integration. This is configured in the Hash Message Verifications [hash_message_verification] table.").
4. [Create a channel
   identifier](https://www.servicenow.com/docs/1hH4qX4ufBudIp1sJ4v5Qw "Create a channel identifier for your custom chat integration in the Provider Channel Identities [sys_cs_provider_application] table.").
5. [Select rich controls for inbound
   (user input) and outbound (bot response) transformation](https://www.servicenow.com/docs/ZwODT0GquGIWC8sqv4yQbA "Create records for rich controls in the Custom Adapter Configurations [sys_cs_custom_adapter_config] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.").
6. [Create and configure a scripted REST API for your custom chat integration](https://www.servicenow.com/docs/SGgwhfuXmSsUrNm0Pb1mPw "Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits.").
7. [Create the action
   scripts](https://www.servicenow.com/docs/BX~rB4jhIYSIDozgybEcnA "Set up the transforms that your custom chat integration needs to communicate through the chat process.").
* **[Create a new channel for your custom chat integration](https://www.servicenow.com/docs/MRUikMQK2M~eSAfBSslzSw)**   
  Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels \[sys_cs_channel\] table.
* **[Configure a provider for your custom chat integration](https://www.servicenow.com/docs/L3ym7Iqy80IgX76GeqKHnQ)**   
  Create a new provider for your custom chat integration. Providers are defined in the Connections \[sys_cs_provider\] table.
* **[Set up message authentication for your custom chat configuration](https://www.servicenow.com/docs/MRUMs7l8Zc1lb8ASVu4Z1g)**   
  Create a Hash Message Verification record and Message Auth record to set up message authentication for your custom chat integration. This is configured in the Hash Message Verifications \[hash_message_verification\] table.
* **[Create a channel identifier for your custom chat integration](https://www.servicenow.com/docs/1hH4qX4ufBudIp1sJ4v5Qw)**   
  Create a channel identifier for your custom chat integration in the Provider Channel Identities \[sys_cs_provider_application\] table.
* **[Map rich controls to the channel in your custom chat integration](https://www.servicenow.com/docs/ZwODT0GquGIWC8sqv4yQbA)**   
  Create records for rich controls in the Custom Adapter Configurations \[sys_cs_custom_adapter_config\] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.
* **[Create and configure a scripted REST API for your custom chat integration](https://www.servicenow.com/docs/SGgwhfuXmSsUrNm0Pb1mPw)**   
  Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits.
* **[Create the action scripts for your custom chat integration](https://www.servicenow.com/docs/BX~rB4jhIYSIDozgybEcnA)**   
  Set up the transforms that your custom chat integration needs to communicate through the chat process.