Prerequisites

• The Snow Live Chat is in place.

Installing and configuring the Connect Support application

1. In your ServiceNow environment, install the Connect Support app.

2. Once the app is installed, go to Connect Support > Queues.

Open

3. Click New to create a new object with the Assignment group that includes people who must have access.

4. Copy the sys_id of the object.

5. 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.

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