Skip to end of metadata
Go to start of metadata

You are viewing an old version of this content. View the current version.

Compare with Current View Version History

« Previous Version 35 Next »

The integration of ServiceNow and Kbot Live Chat allows users to speak to ServiceNow operators in the Konverso Kbot for Snow virtual agent chat sessions. Operators can use the standard Live Chat backoffice to accept chat requests and communicate with end users. This page describes how to set up the integration and explains its key points.

Prerequisites

  • The sys_id of the related Chat Queue is known and available.

  • Supported live chat application should be installed and properly configured.

Supported live chat applications

As a live chat application Virtual Agent for IT ServiceDesk supports two options: Connect Support and Live Agent/Agent Workspace. You can find a short description of each option below. Once you decide which application you plan to use, you can install and configure it following the instructions.

Connect Support

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

Pros

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

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

  • Cats displayed and agents pick them up (manual assignment).

  • Display in the bot of the name/first name and avatar of the agent.

  • Transfer of communication between the user and the bot.

  • Easy to debug (well documented and open environment).

Cons

  • 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.

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

Live Agent / Agent Workspace (AWA)

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

Pros

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

  • Displaying names and avatars in the agent’s chat.

Cons

  • Chats are automatically assigned to the first available agent (automatic assignment). This does not always correspond to the most available agent.

  • 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).

  • Conversation closure logic might be complicated for the user (not very intuitive).

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

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

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

Konverso Kbot for Snow virtual agent setup

Make sure your Konverso Kbot for Snow virtual agent configuration includes the following:

  • The Operator Talk intent is enabled and available.

  • The primary configuration parameters. You can add these settings in Development > Configuration Business Unit if you need to redefine default values:

Parameter

Description

Sample

snow_chat_queue

The snow_chat_queue configuration variable is set to the sys_id of the related chat queue.

snow_chat_queue = d34cc972db*******4c99ee3db961980

snow_operator_base_api_url

Set up the ServiceNow base API path for an operator transfer.

snow_operator_base_api_url = /api/name/name

Troubleshooting

Accessing Konverso Kbot for Snow virtual agent debug information

If you have SSH access you can enable the debug. To do so, run the following command: 

bin/core.sh debug add operator 3

It allows you to view messages regarding any API calls made to and from ServiceNow, and to study error details.

Managing log information

To understand what is happening in the Konverso Kbot for Snow virtual agent, study the core.log file. To see the latest process log information, go to DevOps > Errors > Process log.

Common errors

Permission error on message sending

You might get the error of the following kind:

WARNING:Send:Problem with sending message to operator : 
   {"error":
       {"detail":"User does not have permission to add messages to this group",
        "message":"User does not have permission to add messages to this group"},
    "status":"failure"
   }

This error means that a ServiceNow user has no access to the specified queue (see the snow_chat_queue group that is configured in Development > Configuration Business Unit). Provide access to a user on the ServiceNow side and try again.

Missing API endpoint

You might get the error of the following kind:

DEBUG:_make_request:https://your_portal.service-now.com:443 "POST /api/veefr/koperator/join HTTP/1.1" 400 None
2020-09-18 13:43:22,820 - SNowOperator::__OnDutyError(94) - operator - ERROR - 139976004073216 - Cannot join to ServiceNow chat queue
ERROR:__OnDutyError:Cannot join to ServiceNow chat queue

This means that the Inbound REST API endpoints are not defined. Check that the API path (in the sample above it is /api/veefr/koperator/join) is the same for the snow_chat_queue variable (stored in Development > Configuration Business Unit) and the ServiceNow script.

Accessing Snow debug information

To view logs and see the details on the Konverso Kbot for Snow virtual agent interactions, navigate to Script Log Statements.

  • No labels