Description

This is the "historical" interface of the ServiceNow Live Agent. It is well-known and proved to be popular.

The new customer and backoffice interface to handle chat, both live or chatbot. 

Microsoft Teams is a persistent chat-based collaboration platform complete with document sharing, online meetings, and many more extremely useful features for business communications.

Teams supports chatbots, which allows you to integrate Konverso Kbot for Snow.

Integration

This module is no longer available on the Application Store. If you have never installed it, ServiceNow will deny a new installation. Clients who have already installed it can keep using it.

It is considered “Legacy” by ServiceNow. Connect Support can still get maintenance, but no more functional updates are expected.

As this is a new module, it will keep getting improvements over the ServiceNow releases

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Integration with Konverso (or any other chatbot) requires at least the "Virtual Agent Lite" plugin in the Quebec build (the required modules are missing in the Paris build).

If you are using Microsoft Teams, the only thing you must provide your users with is the link to the dialog with the bot. However, each agent must have the “Operator” role in Kbot in order to access agent’s functionality.

User details visibility

Displaying a name, first name, and avatar of the agent in the bot.

Displaying names and avatars in the agent’s chat.

Displaying names in the agent’s chat.

Agent chat interface

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

It might be complicated for

users to close a conversation, as the procedure is not very intuitive.

Microsoft Teams has its own message formatting in the chat, which means that some messages in the Teams channel might be different from the ones in the local chat.

Assignment

Chats displayed and agents pick them up (manual assignment).

Chats are automatically assigned to the first available agent.

Also there is a possibility to set up Assignment Rules and choose a status.

Chats are automatically assigned to the first available agent. This does not always correspond to the most available agent.

Agents can manually set up their availability.

Debugging

Easy to debug (well documented and open environment).

Debugging might be difficult, as it is poorly documented. The environment is very closed.

All events are logged in our Apache, so it is possible to explore Microsoft’s documentation in order to solve possible issues.

Kbot compatibility

Konverso Kbot for Snow virtual agent is completely compatible with this module.

This module is new for everyone, and, of course, it is new for for us too

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Kbot support Teams as a channel and can manage the message exchange outside ServiceNow.

Conversation history in agent chat

Agent receives the conversation history between a user and the bot, which helps to understand the context and which steps the user tried to take.

Settings

To apply this option, follow the instructions on the Configuring Connect Support page.

To apply this option, follow the instructions under the Configuring Virtual Agent page.

To apply this option, follow the instructions under the Integration with Microsoft Teams page.