If your virtual agent is unable to help a user in a particular case, the user can ask to speak to an operator to find a solution. Operators, or live agents, can use Microsoft Teams to communicate with users and help them find the way out of a tricky situation.

Key points

Users can speak to ServiceNow operators in the Konverso Kbot for Snow virtual agent chat sessions. To enable this functionality, you must set up the integration of ServiceNow and Kbot live chat. Such an integration requires a live chat application: Connect support or Live agent (Agent workspace). To learn about this, view the Setting up live chat chapter.

Also, operators can use Microsoft Teams to communicate with users. In this case no live chat ServiceNow application is required.

Enabling operator functionality for Microsoft Teams

To let operators use Microsoft Teams to communicate with users, you must perform 2 steps:

1. Grant the Operator role to a user.

2. Make the TalkWithOperator.py callback available on your customer level.

After that operators will be able to log in to Microsoft Teams and start their shift.

Granting the role

1. In your Kbot, go to Configuration > Users and roles.

2. In the Users tab, find a user who should get the Operator role.

3. Click Edit (the pen icon) in the upper right of the window.

Open

4. In the Role field, select the Operator role from the drop-down list.

Open

5. Click Save.

Copying the callback

If you have the ServiceNow solution installed in your Kbot, it attempts to search for an operator in ServiceNow. As we want to use the callback and Microsoft Teams for operators' activities, it is required to copy the TalkWithOperator.py callback from Kbot level and make it available in your customer level.

1. Copy TalkWithOperator.py from kbot/core/python/callback/ and paste it to
<customer_name>/core/python/callback/.

2. Run the command to synchronize the changes:

Operator

Now everything is ready for operators to start communicating with users in Microsoft Teams. The first step is to start the shift, so users can be transferred to operators.

Starting the operator shift

To be able to receive user’s requests, an operator must perform the following:

1. Open Microsoft Teams and log in using the credentials specified in the user details in Kbot.

2. Specify that they are available by typing in the chat the #on command.

Now an operator is on duty and ready to speak to users.

Finishing the shift

When an operator is about to leave, they must specify that they are unavailable. To do so:

1. In the chat, type #off.

Stopping a conversation

To stop a conversation with a user:

1. In the chat, type stop or #exit.

A user receives a notification that the conversation has been closed and they can continue talking to the bot.