Prerequisites
At least the Virtual Agent Lite application is installed.
Installing and configuring the Connect Support application
In your ServiceNow environment, install the Virtual Agent/AWA Agent Workspace app.
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To learn more about this app, see the Advanced Work Assignment page. |
2. Once the app is installed, go to Advanced Work Assignment > Service Channels.
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3. Click New to create a new object as it is described below:
4. Navigate to Advanced Work Assignment > Queues.
5. Click New to create a new object with a Service Channel created and the Assignment group that includes people who must have access.
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6. Copy the sys_id of the object.
7. 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.
8. Click Save and Apply at the bottom of the page.