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As a live chat application Virtual Agent for IT ServiceDesk supports two possible options. You can find a short description of each below. Once you decide on which application do you use you can install and configuring it following the appropriate instructions.

Connect Support

The "historical" interface of the ServiceNow Live Agent.

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• 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.

To apply this option follow the instructions under Configuring Connect Support

Live Agent / Agent Workspace (AWA)

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

Pro:

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

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

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• 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 build (modules are missing in the Paris version build)

• 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

To apply this option follow the instructions under Configuring Virtual Agent

Konverso Kbot for Snow virtual agent setup

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