This page provides the description of new features and improvements in Virtual agent for IT Service Desk. To view the complete list of the product changes, see the Version 2020.15 page.

Agent transfer

To enable the transfer of a conversation to agents, you must install and configure the Connect Support application. This is a real-time messaging tool that enables support agents to communicate and help users.

There are just a few steps to get this app up and running: install the app, create a queue, assign its sys_id to the snow_chat_queue parameter in In Konverso Kbot for Snow virtual agent.

Token and Profile Group mapping

We introduce the new table called x_konve_kbot_test_relationship. It contains the mapping of Kbot users (in the form of a token) and ServiceNow conversations (a live_group_profile object). The columns are:

• kbot_host: a valid URL of the related Kbot instance. The common format is https://tenant.konverso.ai.

• kbot_conversation_id: an integer identifier of a given conversation within the kbot_host instance.

• Kbot_token: an encrypted (password2) Kbot token of the user who has initiated a conversation in the live chat. This token is used to send back the agents' replies.

• Live_group: the live_group_profile object that represents a given agent’s transfer conversations.

Debugging

There are 2 debugging levels: standard (ServiceNow system logs are used) and advanced (ServiceNow system logs are enriched with information from the virtual agent).

To enable the advanced debugging level, go to the Debug section of the app and select the checkbox.

For example, the logging of the chat with an operator includes the following:

• The beginning of the operator session

• The creation of the "chat" object

• Joining the session by a user

• Conversation messages

• The closing of the operator session