Prerequisites

• The Virtual Agent Lite application is installed.

• The Conversational Messaging and Agent Workspace applications are installed.

Installing and configuring the Virtual Agent application

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

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

Open

3. Navigate to to Advanced Work Assignment > Assignment Rules. If you do not have any rules here click New to create a new object.

Open

4. Navigate to to Advanced Work Assignment > Service Channels. 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:

5. Create or update the existing Assignment Group — a special user group that defines a list of your agents and their permissions. To be able to use Agent Workplace, add at least 2 roles to your Assignment Group:

• awa_agent: this role allows to use agent activities, such as accepting inbox messages, changing agent’s status, etc.

• agent_workspace_user: this role provides access to Agent Workspace Home, where agents will chat with users.

6. Go to Advanced Work Assignment > Queues.

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

8. After submitting changes, go back to this new Queue and update it with Assignment Eligibility entry. To do so, use the Assignment Group and Assignment Rule that you have created.

9. Copy the sys_id of the object.

10. Assign the true value to the snow_use_virtual_agent parameter.

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