The ServiceNow and Kbot Live Chat integration allows users to speak to ServiceNow operators in Kbot 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.

Kbot setup

Make sure you Kbot configuration includes the following:

• The Operator Talk intent is enabled and available.

• The primary configuration parameters. You can add these settings into the kbot.conf file if you need to redefine default values.:

Troubleshooting

Accessing Kbot 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 Kbot, 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 your kbot.conf). 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 same for the snow_chat_queue variable (stored in the kbot.conf file) and the ServiceNow script.

Accessing Snow debug information

To view logs and see details on Kbot interactions, navigate to Script Log Statements.