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• kbot_host: a valid URL of the related Kbot instance. The common format is https://tenant.konverso.ai.

• kbot_conversation_id: an integer identifier of a given conversation within the kbot_host instance.

• Kbot_token: an encrypted (password2) Kbot token of the user who has initiated a conversation in the live chat. This token is used to send back the agents' replies.

• Live_group: the live_group_profile object that represents a given agent’s transfer conversations.

Debugging

We have implemented the ability to enable the logging of Virtual agent for IT Service Desk events in your SeerviceNow system log. To do soThere are 2 debugging levels: standard (ServiceNow system logs are used) and advanced (ServiceNow system logs are enriched with information from the virtual agent).

To enable the advanced debugging level, go to the Debug section of the app and select the checkbox.

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For example, the logging of the chat with an operator includes the following:

• The beginning of the operator session

• The creation of the "chat" object

• Joining the session by a user

• Conversation messages

• The closing of the operator session