Virtual Agent features supported in Slack conversations

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 2 minutes to read
    • Summarize
    Summarized using AI
    This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.

    Summary of Virtual Agent features supported in Slack conversations

    The integration of ServiceNow's Virtual Agent within Slack enhances conversational capabilities by supporting various important features. However, it is important to note that this integration is not available for on-premises instances. This guide outlines supported features, functionality, and configuration options for using Virtual Agent in Slack conversations.

    Show full answer Show less

    Key Features

    • AI Search Results: Virtual Agent generates AI Search results displayed as Genius result cards and multi-link outputs in Slack conversations, improving user interaction.
    • URL Navigation: Links to ServiceNow records in Virtual Agent and Live Agent conversations open automatically in base system portals, with configuration options available for admins to adjust portal settings.
    • Trusted Domains: Custom chat integrations prioritize values from the Trusted media domains field in the Provider Channel Identities table, overriding the Connections table.
    • Chat Localization: Starting from version 5.0.1, chat responses are localized based on user-specified conversation languages in Slack, with fallback options available if requested language plugins are missing.
    • Virtual Agent Designer Controls: User input controls and bot responses for conversation topics, including table responses and cards displaying images, are supported in Slack.
    • Virtual Agent Notifications: Notifications are fully supported in Slack conversations, enhancing user engagement.

    Key Outcomes

    By leveraging these features, ServiceNow customers can expect improved user experiences through effective communication and information retrieval in Slack. The integration allows seamless conversation management while providing flexibility in language localization and configuration options for better alignment with organizational needs.

    Virtual Agent features, such as AI Search results, Virtual Agent notifications, and Virtual Agent Designer controls for creating Virtual Agent conversations are supported in Slack bot conversations.

    Note:
    Conversational Integration for Slack is not supported for on-prem instances.

    This section highlights key Virtual Agent features that are supported in the Conversational Integration with Slack app.

    AI Search results

    Virtual Agent can generate AI Search results that are displayed as Genius result cards and multi-link outputs in conversations. For details on how Virtual Agent generates AI Search results, see Improving the user experience with AI Search. The default AI Search configuration for Virtual Agent enables search results for Q&A (knowledge base) and catalog items.

    URL navigation for chat links

    In Virtual Agent and Live Agent conversations on the Slack app, links to ServiceNow records open automatically in base system portals—including links displayed in output cards, Virtual Agent notifications, and AI Search results. If needed, admins can change the portals in which these links are opened. For configuration details, see Configure URL navigation for chat links.

    Trusted Domains

    In custom chat integrations, the values specified in the Trusted media domains field of the Provider Channel Identities table [sys_cs_provider_application] takes precedence over the Connections table [sys_cs_provider] and therefore overrides.

    Chat Localization into Conversation Language

    Starting from version 5.0.1, chat gets localized into the customer specified conversation language set in the Slack UI, though the session language is different.

    Translation of responses to the conversation language is done using the function gs::getMessageLang(str, lang), where the language retrieved from Slack is passed through this function as a parameter. The translation process works with the following three use cases, when:
    • The requested language plugin is available in the ServiceNow instance.

      When the requested language plugin is available in the ServiceNow instance then the Session language honors the Conversation language set by the user.

    • The requested language plugin is absent, but fallback is set and enabled​.

      When the requested language plugin is absent, then the fallback language specified in the [sys_language] table is used for the translation process. However, for the fallback mechanism to work, you must enable the glide_i18n.language_fallback_enabled system property. By default, the value of the property is false. Set it to true to enable the fallback mechanism. For more information, see Set a fallback language.

    • The requested language plugin is absent, but fallback is not set/enabled.

      When the requested language plugin is absent and fallback is also not set/enabled, the default translation language will be English.