DevOps are the specialists who set up and configure the chatbot.

Authentication

It is possible to use Azure Active Directory O365 or Google G-Suite accounts to log in to Kbot for Snow. Configure the authentication, and users will be get an opportunity to log in using their enterprise credentials. 

ServiceNow

Kbot for Snow is designed to simplify the usage of ServiceNow. Before it can start helping users, you must get the environment up and running.

Connect to ServiceNow issues and requests management

To enable the trouble ticketing functionalities, configure the corresponding ServiceNow service:

1. Log in to Kbot under the administrator account.

2. Go to Configuration > General > ITSM.

3. Select ServiceNow as the ticketing application and fill in the fields:

   1. Trouble ticketing URL: Type the URL of your ServiceNow instance. 

   2. User: Type the name of the user that you have created for your Kbot in the ServiceNow system. 

   3. Password: Type the password. 

4. Click Test to check that the connection has been established successfully.

5. Click Save at the bottom of the window.

Connect to Snow Knowledge Base

A knowledge base is a database that stores information. Kbot for Snow provides users with this information to help them solve their problems. There are articles that describe how to deal with technical issues, account problems, configuration features, etc. 

Define articles from your ServiceNow environment in Kbot for Snow, so the chatbot can provide users with this information.

1. Log in to Kbot under the administrator account.

2. Go to Content > Knowledge Bases.

3. Click Add to create a new knowledge base.

4. Fill in the fields:

   1. ServiceNow KB URL: Type the URL of your ServiceNow knowledge base.

   2. ServiceNow KB User: Type the name of the user that you have created for your chatbot in the ServiceNow system. 

   3. ServiceNow KB Password: Type the password.

   4. Number of articles to retrieve from the search engine: Specify the number of articles that should be returned by the search engine.

   5. Select the Enable Caching checkbox to speed up the performance.

   6. Select the Enable Image Caching checkbox to enable the image caching as well.

5. Click Test to check that the connection has been established successfully.

6. Click Save at the bottom of the window.

Tutorial

View the tutorial demonstrating the process of connection to the ServiceNow instance.

Map users

If the naming convention of your ServiceNow users differs from the user name defined in your authentication system, it is required to map them. To do so, you must run a Python script that defines the mapping rule. Contact us, so we can help you deal with it.

Microsoft Teams

You can integrate Kbot into Microsoft Teams. Once it is done, users will be able to communicate with Kbot in Teams.

Prerequisites

Download the archive with the app:

1. Log in to Kbot under the administrator account.

2. Go to Configuration > Developer Tools > Microsoft Teams App.

   1. Optional: Type the name of your application in the field in the upper left of the window.

   2. Optional: Select the Add Web Chat as Tab checkbox to ensure the tab with the bot's web chat appears in the MS Teams application. If the checkbox is cleared, the tab does not appear, and users can only use the bot from the chat menu. 

3. Click Download the app.

Install the app

1. Open Microsoft Teams.

2. Click Apps in the bottom left of the window.

3. Select Upload a custom app from the menu on the left side of the window.

   Open

   

4. Select the downloaded archive and click Open. The installation dialog opens.

5. You can add the chatbot for yourself (and use it from the Chat menu) or for a team (and use it from the Teams menu). Click Add to add the chatbot to the Chat; to enable Kbot for a team, click the arrow of the Add button and select an alternative option. In the sample below we are adding the bot for a team.

   Open

   

6. Select the required channel to make Kbot available for the team. You can also select whether Kbot should be set as a bot (communicate with the bot from the Chat menu usage) or as a tab (communicate with the bot in the team's tab). 

7. Configure the tab for your team by clicking Set up in the Tab string. 

8. Select the permission configuration from the dialog and click Save. 

9. The new tab in the team is opened. The system suggests signing in with the defined provider. Now users can log in and start communicating with Kbot.

Add Kbot as a website

If you do not have the permissions for installing application in MS Teams, you can add Kbot as a website tab.

1. Open your team tab. 

2. Click Add a tab at the top of the window. Select the Website tab. 

3. Type the name for your new tab and specify the provider in the URL as follows: https://o365.konverso.ai/oauth2/<provider>/chat/ and click Save.
   There are two providers that you can use: 

   • azure: Sign in and retrieval of the basic profile data.

   • azure_with_perms: Sign in with additional access to calendar, contacts, files, etc.      

4. Now users can open the tab, log in, and start communicating.

Providers and permissions

The azure or azure_with_perms providers work with different permissions: