Integrate Virtual Agent with Google Chat

Add either the Now Virtual Agent bot or self-configured bot to your ServiceNow instance to integrate with Google Chat.

Before you begin

Install the Google Chat plugin [sn_va_google-chat] on your ServiceNow instance before adding any integrations.

For more information on Now Virtual Agent integrations with Google Chat, see Exploring Conversational Integration with Google Chat.

Role required: admin or virtual_agent_admin.

About this task

Note:

The two bot types for integrating Virtual Agent with other channels have notable differences. Use the appropriate bot for your instance.

• The Now Virtual Agent bot is prebuilt, and is faster and easier to deploy, but is limited to one instance per tenant.
• The self-configured bot takes more time to create and deploy, but you have full control over the bot's registration, and it's available for multiple instances per tenant.

Procedure

1. Navigate to All > Conversational Interfaces > Channels and Integrations.
2. In the Available Channels section, select the Add Integration drop-down menu on the Google Chat tile.
   Note:

   The Google Chat tile and its Add Integration drop-down menu is available only after installing the Google Chat plugin (sn_va_google-chat) on your ServiceNow instance.
3. Sign in to your Google Chat account to complete the integration.

Result

If an automated welcome message displays in the chat window, Google Chat is ready to use with Virtual Agent in your instance.