Integrating Virtual Agent with messaging apps

  • Release version: Yokohama
  • Updated January 30, 2025
  • 3 minutes to read
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    Summary of Integrating Virtual Agent with messaging apps

    This integration enables ServiceNow Virtual Agent conversations to run within supported third-party messaging apps, enhancing user engagement by extending Virtual Agent capabilities beyond the web interface.

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    Supported messaging platforms include Slack, Microsoft Teams, Workplace, LINE, Twilio, WhatsApp, Facebook Messenger, Alexa, Google Assistant, and Amazon Connect. However, Conversational Integration apps are not supported on on-premises ServiceNow instances.

    Admin setup

    • Install the Conversational Integration apps from the ServiceNow Store for your desired messaging platforms.
    • Associate the installed apps with your ServiceNow instance to enable Virtual Agent bot functionality within those messaging apps.
    • Customize system messages and common commands users see during Virtual Agent conversations if needed.

    Conversational interface and commands

    The Virtual Agent interface in messaging apps closely resembles the web-based interface but has differences in command usage and control rendering. Common commands include:

    • Hi: Start or end a conversation.
    • agent: Start a conversation or request transfer to a live agent.
    • bye: Leave a live chat conversation at any time.
    • help: Show a list of useful commands.
    • logout: Unlink the ServiceNow account from the messaging integration.
    • notification/notifications: Subscribe or unsubscribe from notifications.
    • restart: End the current conversation and start a new one.

    Admins can customize these commands via the Conversational Interfaces settings within ServiceNow.

    Customizing system messaging and rendering

    • Modify default Virtual Agent and Agent Chat system messages to tailor user experience.
    • Note that certain input controls (e.g., Date Time picker) and bot responses (e.g., Carousel, Image, Multi-response) render differently in messaging apps compared to the web interface.
    • Attachment exchange is supported during live agent conversations across these integrations.

    Now Assist support and synthesized responses

    Some channels support enhanced features such as Now Assist and synthesized bot responses, improving interaction quality:

    • Microsoft Teams / Copilot: Supports both Now Assist and synthesized responses.
    • Slack: Supports both Now Assist and synthesized responses.
    • WhatsApp, SMS/Twilio, IVR with Amazon Connect, AWS end user messaging: Support Now Assist but not synthesized responses.
    • Other channels (Workplace by Facebook, Facebook Messenger, Apple Business Chat, LINE, IBM Watson Assistant, Alexa): Do not support Now Assist or synthesized responses.

    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 messaging apps.

    2. 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
      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.

    Now Assist support

    Existing channel integrations Supports Now Assist Supports synthesized response
    Microsoft Teams/Copilot Yes Yes
    Slack Yes Yes
    WhatsApp 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