Virtual Agent integration with messaging apps

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
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    Summary of Virtual Agent integration with messaging apps

    The Virtual Agent integration allows users to engage in bot conversations through supported third-party messaging apps like Slack, Microsoft Teams, and Workplace. This integration enhances the ServiceNow AI Platform's capabilities by enabling seamless communication within familiar messaging environments.

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    Key Features

    • Installation: Install the Conversational Integration apps from the ServiceNow Store to configure messaging applications for your instance.
    • Customization: Users can customize system messages and commands for a tailored experience in messaging integrations.
    • Input Controls: The rendering of input controls and bot responses varies between messaging apps and the web interface, requiring adjustments in design.
    • Account Linking: Users can link their messaging app accounts with their ServiceNow profiles for streamlined access to Virtual Agent topics.
    • Topic Management: Control the visibility of topics in messaging channels using condition scripts to manage user interactions effectively.

    Key Outcomes

    By integrating Virtual Agent with messaging apps, ServiceNow customers can facilitate efficient conversations, customize user experiences, and enhance user authentication processes. This integration ultimately leads to improved engagement and streamlined service delivery across the organization.

    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.
    1. 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 enterprise messaging apps.

    2. Install the Conversational Integration apps for Slack, Microsoft Teams, and Workplace, LINE, Twilio, WhatsApp, Facebook Messenger, Alexa, Google Assistant, Google Business Messages, Amazon Connect, on your ServiceNow instance once they become available for installation after installing from the ServiceNow Store.
      Figure 1. Channels and integrations
      Channels and integrations in the Conversational Interfaces general settings portal.
    3. 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.
    1. Navigate to All > Conversational Interfaces > Settings.
    2. In General Settings under Channels and integrations, click View All.
    3. On the Channels and integrations page, you can see the number of integrated channels and available channels for installation on your instance.
    4. Click the Manage button in the specific channel and navigate to the Settings tab.
    5. Click the view settings button against Contextual Actions.
    6. 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.