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Installing and configuring the Virtual Agent 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. |
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3. Navigate to to Advanced Work Assignment > Assignment Rules. If you do not have any rules here click New to create a new object.
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4. Navigate to to Advanced Work Assignment > Service Channels. Click New to create a new object. You can check the parameters that are present on the screenshot below, or configure them according to your environment requirements:
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9. Copy the sys_id of the object.
10. In Konverso Kbot for Snow virtual agent, go to DevOps > Deployment > ServiceNow Configuration and assign the sys_id value to the snow_chat_queue parameter.11. Assign the true value to the snow_use_virtual_agent parameter.
1211. Click Save and Apply at the bottom of the page.