Integrating Virtual Agent with messaging apps
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Summary of Integrating Virtual Agent with messaging apps
ServiceNow Virtual Agent can be integrated with supported third-party messaging applications to enable users to run bot conversations within those platforms. Conversational Integration apps for Slack, Microsoft Teams, Workplace, and other messaging channels are available from the ServiceNow Store to configure these integrations on your ServiceNow instance. This integration enhances user engagement by allowing conversations and support interactions directly through popular messaging apps.
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Admin Setup and Configuration
- Install the relevant Conversational Integration apps (e.g., Slack, Microsoft Teams, Workplace) from the ServiceNow Store and associate them with your instance.
- Once installed, customize system messages users see during Virtual Agent conversations and modify common messaging commands to suit your organizational needs.
- Manage commands such as starting or ending conversations, requesting a live agent, subscribing to notifications, and account linking through the Virtual Agent settings in ServiceNow.
- Adjust the rendering of input controls (like date/time pickers, carousels, images) within messaging apps, noting that some visual elements differ from the web interface.
- Enable users and live agents to exchange attachments during live chat conversations.
- Optionally, redirect unauthenticated users to a specified Service Portal for user authentication and account linking prior to engaging with Virtual Agent.
- Control topic visibility in messaging channels by applying condition scripts that include or exclude topics from specific channels.
Supported Integrations and Capabilities
- Conversational Integration apps support channels including Slack, Microsoft Teams, Workplace, LINE, Twilio SMS, WhatsApp, Facebook Messenger, Apple Messages for Business, Google Chat, Amazon Connect IVR, and IBM Watson Assistant.
- Not all integrations support features like Now Assist or synthesized responses; for example, Microsoft Teams and Slack support both, while WhatsApp and SMS/Twilio do not.
- Account linking maps messaging app users to their ServiceNow profiles, enabling seamless access to Virtual Agent topics involving ServiceNow records.
- Integration apps enable either Virtual Agent or live agent conversations within the messaging platform, enhancing customer support and user self-service.
Practical Benefits for ServiceNow Customers
- Empower end users to interact with Virtual Agent bots within familiar messaging platforms, improving accessibility and user experience.
- Centralize chatbot and live agent support across multiple communication channels to streamline service delivery.
- Customize conversation commands and system messages to align with organizational branding and workflows.
- Extend Virtual Agent capabilities to include rich messaging features such as attachments, date/time selection, and multi-response controls adapted for each messaging app.
- Leverage Service Portal authentication flows for secure user verification and account linking when users engage from external messaging apps.
Enable users to run Virtual Agent bot conversations in supported third-party messaging apps. Use the Conversational Integration apps for Slack, Microsoft Teams, and Workplace that are available from the ServiceNow Store to configure these messaging apps on your ServiceNow instance.
Note:
Conversational Integration apps for Slack, Microsoft Teams,
and Workplace, other consumer apps and voice apps are not supported
for on-prem instances.
Admin setup
Use the Virtual Agent Conversational Integration apps to configure the
messaging applications for your instance. Perform these basic installation steps to set up
the Virtual Agent bot.
- Install the Conversational Integration messaging apps, that are pre-built with ServiceNow Virtual Agent from the ServiceNow Store and then associate the app with your own ServiceNow instance.
For details, see Integrating Virtual Agent with messaging apps.
- Install the Conversational Integration apps for Slack, Microsoft Teams, and Workplace, LINE, Twilio, WhatsApp, Facebook Messenger, Alexa, Google Assistant, Amazon Connect, on your ServiceNow instance once they become available for installation after installing from the ServiceNow Store.
Figure 1. Channels and integrations - If needed, configure the system messages that users see in Virtual Agent conversations. You can also customize the common commands used in these messaging integrations.
Conversational interface in messaging integrations
The Virtual Agent interface for the Conversational Integration apps (Slack, Microsoft Teams, and Workplace) is similar to the web-based interface. However, there are some differences, such as commands used and how certain interface controls are displayed in these third-party messaging apps.
- Common commands in messaging integrations
Command Description Hi Begin a new conversation or end a conversation. agent Begin a new conversation or request a transfer to a live agent. bye Leave a live chat conversation at any time, for example before engaging with a live agent, during a live chat, or when live chat is about to end. help Displays a short list of useful commands. logout Unlink your ServiceNow account from a messaging integration. notification or notifications Subscribe to or unsubscribe from notifications. restart End the current conversation and begin a new one. After you install the integration, you can customize these commands by using the Configure button for the installed teams/communities in the channel specific pages.- Navigate to .
- In General Settings under Channels and integrations, click View All.
- On the Channels and integrations page, you can see the number of integrated channels and available channels for installation on your instance.
- Click the Manage button in the specific channel and navigate to the Settings tab.
- Click the view settings button against Contextual Actions.
- Select the command record to be changed and update as needed.
- Configuring Virtual Agent system messaging in the Conversational Integration apps
- You can modify the default messages displayed to your users in Virtual Agent and Agent Chat conversations. For details on customizing them, see Change Virtual Agent and Agent Chat system messages.
- Rendering of input controls and bot responses in conversations
- Input controls in Virtual Agent Designer, such as the Carousel render differently in bot conversations in messaging apps than in the web-based interface. For example, the Date Time picker control in Workplace presents buttons for users to select a date and time. Similarly, certain bot response controls, such as the Image response and Multi-response controls, also render differently in third-party messaging apps. For details on these differences, see the descriptions of the Virtual Agent Designer input controls, bot responses, and utilities.
- Attachments
- In live agent conversations, users and agents can upload and exchange any type of attachment file when prompted.
Now Assist support
| Existing channel integrations | Supports Now Assist | Supports synthesized response |
|---|---|---|
| Microsoft Teams/Copilot | Yes | Yes |
| Slack | Yes | Yes |
| Yes | No | |
| SMS/Twilio | Yes | No |
| IVR with Amazon Connect | Yes | No |
| AWS end user messaging | Yes | No |
| Workplace by Facebook | No | No |
| Facebook Messenger | No | No |
| Apple Business Chat | No | No |
| LINE | No | No |
| IBM Watson Assistant | No | No |
| Alexa | No | No |