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• The Snow Live Chat is in place.

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

• The Connect Support application is installed.

Installing and configuring the Connect Support application

1. In your ServiceNow environment, install the Connect Support app.

2. Once the app is installed, go to Connect Support > Queues.

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3. Create a new object with the Assignment group that should include people who must have access.

4. Copy the sys_id of the object.

5. In Konverso Kbot for Snow virtual agent, go to DevOps > Developer Tools > Configuration Business Unit and assign the sys_id value to the snow_chat_queue parameter.

6. Click Save and Apply at the bottom of the page.

Konverso Kbot for Snow virtual agent setup

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