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Parameter

Description

Sample

snow_chat_queue

The snow_chat_queue configuration variable is set to the sys_id of the related chat queue.

snow_chat_queue = d34cc972db*******4c99ee3db961980

snow_operator_base_api_url

Set up the ServiceNow base API path for an operator transfer.

snow_operator_base_api_url = /api/name/name

Flows

This section describes the flows of the requests and data in various interactions between users and agents.

User asks to talk to an agent

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Key points

  • A Kbot user is asked to wait for an agent to answer the chat session.

  • A Kbot user can stop at any time by typing stop and return to chatting with the bot.

  • Once a session is accepted by an agent, any Kbot user input is sent to the Live Chat, and not processed by the bot.

The live_group_profile object stores the Kbot user and conversation information inside its short description. This information is required to send this Live Session activity back to the bot later.

User and agent chatting

Once a user and an operator are in the session, they can both exchange messages. The flow is quite different in the two directions:

An operator types something

The flow is: Trigger Scripted Rule KonversoRule => Konverso Message => Outbout REST Konverso Bot

Basically, a Snow trigger catches the new message, and it causes an API call to be made to Kbot. The call contains the Operator message details, such as : message, operator name, and avatar.

Note that the Kbot user token, stored in live_group_profile, is used to make this API all to Kbot.

A user types something

The flow is: Kbot calls the KonversoOperator/Send ServiceNow API.

Live Chat termination

An agent ends a conversation

Triggers the Scripted Rule KonversoOperatorExit => this calls the utility Javascript Include Konverso Message => which invokes the Outbout REST Konverso Bot => Kbot conversation End Point receives the requests and informs the user.

A user ends a conversation

A user can end a conversation either by typing stop or exit, or by clicking the Refresh or Clear buttons.

KonversoOperator/Close => Change the status of live_group_profile (user exit).

Troubleshooting

Accessing Kbot debug information

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