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 Snow Live Chat is in place.

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

• The Connect Support application is installed.

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.

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 Development > Configuration Business Unit and assign the sys_id value to the snow_chat_queue parameter.

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

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:

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.