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The ServiceNow and Kbot Live Chat integration allows users to speak to ServiceNow operators in the Konverso Kbot for Snow virtual agent chat sessions. Operators can use the standard Live Chat back office to accept chat requests and communicate with end users. This page describes how to set up the integration and explains its key points.

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  • The Snow Live Chat is in place.

  • The sys_id of the related Chat Queue is known and available.

Kbot setup

Make sure you Kbot your Konverso Kbot for Snow virtual agent configuration includes the following:

  • The Operator Talk intent is enabled and available.

  • The primary configuration parameters. You can add these settings into the kbot.conf file if you need to redefine default values.:

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

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To understand what is happening in the Konverso Kbot for Snow virtual agent, study the core.log file. To see the latest process log information, go to DevOps > Errors > Process log.

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To view logs and see details on the Konverso Kbot for Snow virtual agent interactions, navigate to Script Log Statements.

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