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The ServiceNow and Kbot Live Chat integration allows users to speak to ServiceNow operators in the Konverso Kbot for Snow virtual agent chat sessions. Operators can use the standard Live Chat back office to accept chat requests and communicate with end users. This page describes how to set up the integration and explains its key points.

Prerequisites

  • The sys_id of the related Chat Queue is known and available.

  • Supported live chat application should be installed and properly configured.

Supported live chat applications

As a live chat application Virtual Agent for IT ServiceDesk supports two possible options. You can find a short description of each below. Once you decide on which application do you use you can install and configuring it following the appropriate instructions.

Connect Support

The "historical" interface of the ServiceNow Live Agent.

Pro:

  • We are completely compatible with this module

  • Simple and efficient interface, very robust, used by a large number of ServiceNow accounts, and by our customers.

  • Cats displayed and agents pick them up (manual assignment)

  • Display in the bot of the name / first name and avatar of the agent.

  • Transfer of communication between the user and the bot.

  • Easy to debug (well documented and open environment)

Cons:

  • No longer available on the Application Store: if you have already installed it, you can use it. If you have never installed it, ServiceNow will deny you its installation: Do you already have it in place?

  • Considered “Legacy” by ServiceNow. Maintenance, but no more functional updates.

To apply this option follow the instructions under Configuring Connect Support

Live Agent / Agent Workspace (AWA)

ServiceNow's new customer and back office interface to handle chat (live or bot) 

Pro:

  • “The future ". Will undoubtedly have improvements over the Snow releases.

  • Display in the bot of the name / first name of the agent.

Cons:

  • Chats automatically assigned to the first available agent (automatic assignment) (which does not always correspond to the most available agent!)

  • Integration with Konverso (or any other Chatbot) requires at least the "Virtual Agent Lite" plugin in the Quebec build (modules are missing in the Paris build)

  • Complicated conversation closure logic for the user (not very intuitive).

  • Difficult to debug (poorly documented, very closed environment)

  • New for us too… recent implementation

To apply this option follow the instructions under Configuring Virtual Agent

Konverso Kbot for Snow virtual agent setup

Make sure your Konverso Kbot for Snow virtual agent configuration includes the following:

  • The Operator Talk intent is enabled and available.

  • The primary configuration parameters. You can add these settings in Development > Configuration Business Unit if you need to redefine default values:

Parameter

Description

Sample

snow_chat_queue

The snow_chat_queue configuration variable is set to the sys_id of the related chat queue.

snow_chat_queue = d34cc972db*******4c99ee3db961980

snow_operator_base_api_url

Set up the ServiceNow base API path for an operator transfer.

snow_operator_base_api_url = /api/name/name

Troubleshooting

Accessing Konverso Kbot for Snow virtual agent debug information

If you have SSH access you can enable the debug. To do so, run the following command: 

bin/core.sh debug add operator 3

It allows you to view messages regarding any API calls made to and from ServiceNow, and to study error details.

Managing log information

To understand what is happening in the Konverso Kbot for Snow virtual agent, study the core.log file. To see the latest process log information, go to DevOps > Errors > Process log.

Common errors

Permission error on message sending

You might get the error of the following kind:

WARNING:Send:Problem with sending message to operator : 
   {"error":
       {"detail":"User does not have permission to add messages to this group",
        "message":"User does not have permission to add messages to this group"},
    "status":"failure"
   }

This error means that a ServiceNow user has no access to the specified queue (see the snow_chat_queue group that is configured in Development > Configuration Business Unit). Provide access to a user on the ServiceNow side and try again.

Missing API endpoint

You might get the error of the following kind:

DEBUG:_make_request:https://your_portal.service-now.com:443 "POST /api/veefr/koperator/join HTTP/1.1" 400 None
2020-09-18 13:43:22,820 - SNowOperator::__OnDutyError(94) - operator - ERROR - 139976004073216 - Cannot join to ServiceNow chat queue
ERROR:__OnDutyError:Cannot join to ServiceNow chat queue

This means that the Inbound REST API endpoints are not defined. Check that the API path (in the sample above it is /api/veefr/koperator/join) is the same for the snow_chat_queue variable (stored in Development > Configuration Business Unit) and the ServiceNow script.

Accessing Snow debug information

To view logs and see the details on the Konverso Kbot for Snow virtual agent interactions, navigate to Script Log Statements.

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