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Prerequisites

  • The Virtual Agent Lite application is installed.

Installing and configuring the Virtual Agent application

  1. In your ServiceNow environment, install the Virtual Agent/AWA Agent Workspace app.

To learn more about this app, see the Advanced Work Assignment page.

2. Once the app is installed, go to Advanced Work Assignment > Service Channels.

3. 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:

4. Go to Advanced Work Assignment > Queues.

5. Click New to create a new object with a Service Channel created and the Assignment group that includes people who must have access.

6. Copy the sys_id of the object.

7. 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.

8. Click Save and Apply at the bottom of the page.

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