Using ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect

Virtual Agent Bot Interconnect enables you to use ServiceNow® Virtual Agent as the primary bot with a ServiceNow Virtual Agent secondary bot.

Prerequisites

In order to configure ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you require the following setup:

• Two Xanadu ServiceNow instances.
• On the primary instance: Virtual Agent Bot Interconnect Store application
• On the secondary instance:
  • Virtual Agent API v3.8.x or later
  • Virtual Agent API on the secondary instance must be in synchronous mode or asynchronous mode.

1. Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode
   Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode with Bot Interconnect.
2. Create a connection and credential in Virtual Agent Bot Interconnect
   To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, configure the connection and credential records in the Bot Interconnect (primary) instance.
3. Create an auth token in the ServiceNow secondary instance
   To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, create an authentication token in the secondary instance.
4. Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics
   To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you must create at least one shell topic in Bot Interconnect.
5. Enable live agent connection on the primary instance
   Enable live agent connection on the primary instance to route an interaction to a live agent on the secondary instance.
6. Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot
   Debug Workflow Studio executions of your Virtual Agent Bot Interconnect and Virtual Agent secondary bot integration.