Configure multiple provider applications

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • You can configure multiple provider applications to support AI agents where there are multiple primary bots using Virtual Agent API and you must distinguish between them.

    Before you begin

    Role required: admin

    Be sure you're in Virtual Agent API application scope.

    Procedure

    1. Navigate to All > sys_cs_provider_application.
    2. Select New to create a provider application.
    3. On the form, fill in the fields.
      Field Description
      Name Name of the provider application, such as Virtual Agent API Custom Bot.
      Provider Select the provider as VA Bot to Bot Provider.
      Inbound Id Unique inbound Id used in the request message, for example, custom_1.
      Message Auth Configure Message Authentication with a token for inbound communication. See Configure Message Authentication for inbound communication for more details.
    4. Select Submit.
    5. Navigate to All > System Web Services > REST Message.
    6. Select New to create a REST Message record.
    7. In the REST Message record, fill in the form fields.
      Field Description
      Name Name of the REST Message record. This should be the same as the newly created provider application.
      Endpoint The response endpoint of the primary bot.
    8. Select Submit.
    9. In the HTTP Methods section, select New to create a method or you can override the default GET method.
      Field Description
      Name Name of the HTTP Method. Enter postMessage.
      HTTP method Select POST.
      Endpoint Enter the response endpoint of the primary bot.
      Authentication Type Configure Basic or OAuth 2.0 authentication according to your requirement. For details about configuring basic authentication, see Configure a REST message with basic auth. For information about configuring OAuth 2.0, see Configure a REST message with OAuth.
    10. To use the newly created provider application, pass the Inbound Id of the provider application in the appInboundId parameter of the Virtual Agent API request.
      You must pass the Inbound Id of the provider application in the appInboundId parameter for every Virtual Agent API request. The following is a sample Virtual Agent API request that uses the newly created provider application.
      
{
    "userId": "adminuser1",
    "emailId": "admin@example.com",
    "action": "START_CONVERSATION",
    "message": {
        "text": "",
        "typed": true
    },
    "appInboundId": "custom_1",
    "contextVariables": {
        "app_name": "test"
    }
}

      You can test the configuration by viewing the outbound HTTP logs to verify that your response endpoint was called.