Enable users to run Virtual Agent
bot conversations in third-party messaging apps. Use the Virtual Agent integration app to configure
the messaging apps for your instance.
Admin and user setup
Integrating Virtual Agent with
third-party messaging apps involves installation and setup tasks that you and your users
Use the Virtual Agent
to configure the messaging apps for your instance. Perform these basic installation steps to
set up the Virtual Agent
- Install the ServiceNow
Virtual Agent integration app and
associate the app with your instance. For details, see Install Virtual Agent integrations for enterprise messaging apps.
- If needed, configure the messaging text that is displayed in the third-party app.
can customize the text that users see in Virtual Agent conversations by
using the Adapter configuration page for third-party messaging apps.
After you set up the Virtual Agent
bot for Slack, Microsoft Teams, or Workplace, your users can link
their ServiceNow user account to
their Slack, Microsoft Teams, or Workplace account. For details,
see Link your ServiceNow user account to a messaging application for Virtual Agent conversations.
Linking accounts enables your users to run Virtual Agent topics that use ServiceNow information and records. If
your users do not link their ServiceNow account, they can access and run only topics that have the public role.
Conversational interface in messaging integrations
The Virtual Agent interface for
third-party messaging apps is similar to the web-based interface. However, there are some
differences in options used and how certain interface controls are displayed in third-party
- Common commands in messaging integrations
||Begin a new conversation or access option for transferring to a live
||Transfer to a live agent.
||Display a short list of useful commands.
||Unlink your ServiceNow account from a messaging
integration. (Available only after users have linked their ServiceNow
||End the current conversation and begin a new
- Rendering of input controls and bot responses in conversations
- Input controls in Virtual Agent Designer, such as the
Date Time picker, Image picker, and Carousel render differently in bot conversations in
messaging apps than in the web-based interface. For example, the Date Time picker
control presents buttons for users to select a date and time. Similarly, certain bot
response controls, such as the Image response and Multi-flow Output, also render
differently in third-party messaging apps. For details on these differences, see the
descriptions of the Virtual Agent Designer
- In live agent conversations, users and agents can upload and exchange image
attachments when prompted.