Using ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect

Virtual Agent Bot Interconnect enables you to use ServiceNow® Virtual Agent as the primary bot with a ServiceNow Virtual Agent secondary bot.

Prerequisites

In order to configure ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you require the following setup:

• Two Australia ServiceNow instances.
• On the primary instance: Virtual Agent Bot Interconnect Store application

• On the secondary instance:

  • Virtual Agent API v3.8.x or later
  • Virtual Agent API on the secondary instance must be in synchronous mode or asynchronous mode.

• Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode
  Use ServiceNow Virtual Agent as a secondary bot in synchronous or asynchronous mode with Bot Interconnect.

• Create a connection and credential in Virtual Agent Bot Interconnect
  To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, configure the connection and credential records in the Bot Interconnect (primary) instance.
• Create an auth token in the ServiceNow secondary instance
  To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, create an authentication token in the secondary instance.
• Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics
  To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, you must create at least one shell topic in Bot Interconnect.
• Enable live agent connection on the primary instance
  Enable live agent connection on the primary instance to route an interaction to a live agent on the secondary instance.
• Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot
  Debug Workflow Studio executions of your Virtual Agent Bot Interconnect and Virtual Agent secondary bot integration.

Parent Topic:Using Virtual Agent Bot Interconnect in your configuration