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Prerequisites

• 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. Click New to create a new object with the Assignment group that includes people who must have access.

4. Copy the sys_id of the object.

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

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• Supported live chat application should be installed and properly configured.

Supported live chat applications

As a live chat application Virtual Agent for IT ServiceDesk supports two possible options. You can find a short description of each below.

Connect Support

The "historical" interface of the ServiceNow Live Agent.

Pro:

• We are completely compatible with this module

• Simple and efficient interface, very robust, used by a large number of ServiceNow accounts, and by our customers.

• Cats displayed and agents pick them up (manual assignment)

• Display in the bot of the name / first name and avatar of the agent.

• Transfer of communication between the user and the bot.

• Easy to debug (well documented and open environment)

Cons:

• No longer available on the Application Store: if you have already installed it, you can use it. If you have never installed it, ServiceNow will deny you its installation: Do you already have it in place?

• Considered “Legacy” by ServiceNow. Maintenance, but no more functional updates.

Live Agent / Agent Workspace (AWA)

ServiceNow's new customer and back office interface to handle chat (live or bot) 

Pro:

• The future ". Will undoubtedly have improvements over the Snow releases.

• Display in the bot of the name / first name of the agent.

Cons:

• Chats automatically assigned to the first available agent (automatic assignment) (which does not always correspond to the most available agent!)

• Integration with Konverso (or any other Chatbot) requires at least the "Virtual Agent Lite" plugin in the Quebec version (modules are missing in the Paris version)

• Complicated conversation closure logic for the user (not very intuitive).

• Difficult to debug (poorly documented, very closed environment)

• New for us too… recent implementation and not 100% proven

Konverso Kbot for Snow virtual agent setup

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