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The Virtual agent for IT service desk application allows you to connect to the Konverso Kbot for Snow virtual agent. The virtual agent provides you with the functionalities of Kbot. The application is designed to improve the ServiceNow customer experience and is not aimed at duplicating information that is already defined in Snow. This page describes how to configure the virtual agent in your environment.

Guided setup

We tried to explain the initial setup procedure in details in the Guided Setup for Konverso Kbot. Please, open this installation wizard in your ServiceNow environment and follow the steps. It describes the following:

  • Granting permissions;

  • Connecting to the Konverso Kbot for Snow virtual agent;

  • Configuring the OAuth 2.0 authorization;

  • Adding the widget to your portal: either globally, or for a specific page; 

  • Customizing the widget, so it fits your organization's style.

Additional configuration

Once you have finished the Guided Setup tour, you can set up the portal link, live chat functionalities, fine-tune the knowledge base search, and configure the ITSM solution. To learn more about all these steps, explore this documentation chapter.

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