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Install Virtual Agent integrations for enterprise messaging apps

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Install Virtual Agent integrations for enterprise messaging apps

Install the Virtual Agent integration application and associate the app with your instance.

About this task

Messaging integrations are available for Slack, Microsoft Teams, and Workplace by Facebook.

Install the Virtual Agent integration with Microsoft Teams

Install the Virtual Agent integration for Microsoft Teams on your instance.

Before you begin

Note the following important issues before installing:

  • The Virtual Agent integration with Microsoft Teams creates a one-to-one association between the ServiceNow instance that you are installing from and the Microsoft Teams tenant in which the integration runs. Use a separate Microsoft Teams tenant for each instance that you plan to install the integration in. If you plan to test with a non-production instance and clone the instance, be sure to run the installation steps again on the clone target to associate the bot to the new instance. Running the steps again disassociates the integration between the original non-production instance and the tenant.
  • The Virtual Agent integration does not support the Microsoft Teams freemium account, which allows user email accounts other than Microsoft Office 365 accounts.

Roles required:

  • virtual_agent_admin and external_app_install_admin or admin
  • Administrator for third-party applications

Procedure

  1. Navigate to Collaboration > Messaging Apps Integration.
  2. Next to Microsoft Teams, click Install.
  3. In the pop-up message for confirming redirection to Microsoft Teams to verify your identity, click OK.
    Redirect confirmation pop-up window
  4. Log in to Microsoft Teams.
  5. In the Now Virtual Agent screen, click Accept to accept the permissions for the app.
    Now Virtual Agent app permissions screen
  6. If the selected workspace has already been assigned to Virtual Agent, click Override to change the workspace or Cancel to leave the current assignment in place.

    After authentication, installation starts in the background. After installation completes, a message appears confirming the installation.

    Example of tenant override for Virtual Agent Microsoft Teams integration

    Successful installation message for Microsoft Teams

  7. Make this package available for your Microsoft Teams users.
    1. Click the app package link to access the ServiceNow knowledge base article KB0690098, that contains the application package for Microsoft Teams.
    2. Follow the steps in the article to make this package available for your Microsoft Teams users.

    The workspace appears below the Microsoft Teams heading on the Integration page.

  8. Check for installation verification.
    Microsoft Teams successful workspace installation confirmation

What to do next

Notify your users that the Virtual Agent bot for Microsoft Teams is available for use. Your users must then link their ServiceNow account to the Microsoft Teams account to access non-public Virtual Agent topics (that use ServiceNow records). For more details, see Link your ServiceNow user account to a messaging application for Virtual Agent conversations.

Install the Virtual Agent integration with Slack

Install the Virtual Agent integration for Slack and associate the app with your instance.

Before you begin

Roles required:
  • virtual_agent_admin and external_app_install_admin or admin
  • Administrator for third-party applications

About this task

Review these guidelines for using Virtual Agent with Slack or with Slack Enterprise Grid.
  • Slack – Installing Virtual Agent with Slack creates a one-to-one association between the ServiceNow instance that you are installing from and the Slack workspace in which the integration runs.
    • Use a separate Slack workspace for each instance that you plan to install the integration in.
    • If you use a non-production instance for testing, use a different workspace.
  • Slack Enterprise Grid – If you have Slack Enterprise Grid workspaces, your end users can move between workspaces and use the Virtual Agent bot from any workspace.
    • If you use a non-production instance for testing, use a workspace in a different grid or use a non-grid workspace.
    • After upgrading to the New York release:
      • Your users must relink their ServiceNow accounts to the Virtual Agent messaging integration for Slack.
      • If you upgrade to Slack Enterprise Grid after upgrading to Madrid or a later release, an upgrade script runs automatically to complete the upgrade for the Slack messaging integration.
Note: If you clone an instance for non-production testing, be sure to run the installation steps again on the clone target. Follow the guidelines above for testing with non-production instances.

Procedure

  1. Navigate to Collaboration > Messaging Apps Integration.
  2. Next to Slack, click Install.
  3. In the pop-up message for confirming redirection to Slack to verify your identity, click OK.
    Redirect confirmation pop-up window
  4. Log in to your Slack workspace.
  5. In the message to verify your identity on a workspace, change the workspace if needed by selecting another workspace from the list in the upper right corner.
    Authorize Slack button
  6. Click Authorize to authorize the installation.
  7. If the selected workspace has already been assigned to Virtual Agent, click Override to change the workspace or Cancel to leave the current assignment in place.

    A confirmation message appears about the installation after it completes.

    Override confirmation message
  8. Check for installation verification. The Slack workspace appears below the Slack heading on the Integration page.
    Slack workspace installed confirmation

What to do next

Notify your users that the Virtual Agent bot for Slack is available for use. Your users can then link their ServiceNow account to the Slack account to access non-public Virtual Agent topics (that use ServiceNow records). For more details, see Link your ServiceNow user account to a messaging application for Virtual Agent conversations.

Uninstall the Virtual Agent integration from Slack

Uninstall the Virtual Agent integration from Slack and disassociate the app with your instance.

Before you begin

Roles required:
  • Virtual_agent_admin and external_app_install_admin or admin
  • Administrator for third-party applications

Procedure

  1. Navigate to Collaboration > Messaging Apps Integration.
  2. On the Messaging Apps Integration screen, click the arrow next to Slack teams installed.
  3. Click Uninstall next to the Slack workspace to be deleted.
  4. When you see the confirmation to uninstall the workspace, click Uninstall.
    Example uninstall window for the Virtual Agent integration with Slack
  5. On the Slack App Directory page, navigate to the Remove Application section and click Remove App.
  6. When you see the confirmation for removing the app from the workspace, click Remove App.
    Example uninstall window for the Virtual Agent integration with Slack
    The bot is no longer installed in the workspace and is not listed on the Messaging Apps Integration page. Now Virtual Agent no longer appears on the list of integrations in Slack.
    Note: Any remaining clean up, such as deleting previously linked users or application entries, is performed after a 24-hour delay. You can change the length of this delay by editing glide.cs.delete_delay_day.
  7. (Optional) Check the workspace record in the Slack Adapter Configuration Pages table to verify that the workspace is deleted.
    1. In the application navigator, enter sys_cs_adapter_configuration_page.list to open the Slack Adapter Configuration Pages table.
    2. Locate the workspace record in the table and verify that the State is Pending delete.

Install the Virtual Agent integration with Workplace by Facebook

Install the Virtual Agent integration for Workplace by Facebook and associate the app with your instance.

Before you begin

Roles required:
  • virtual_agent_admin and external_app_install_admin or admin
  • Administrator for third-party applications

Procedure

  1. Navigate to Collaboration > Messaging Apps Integration.
  2. Next to Workplace by Facebook, click Install.
    Install screen for third-party messaging apps
  3. In the pop-up message for confirming redirection to Workplace to verify your identity, click OK.
    Redirect confirmation pop-up window
  4. On the login screen for Workplace, enter your login credentials.
    If you have multiple accounts for Workplace, a menu displays the accounts that you can log in to. Select the account in which you want to install the app.
  5. In the window that requires your authorization to install the integration, click Add to Workplace.
    Install window for Virtual Agent integration with Workplace

    If the selected workspace has already been integrated with Workplace, click Save or Cancel to leave the current assignment in place. To override the current assignment, see uninstall the app and then start again from step 1.

    Uninstall window for the Virtual Agent integration with Workplace
  6. When you see a confirmation message about the installation, verify the installation.
    The workspace name appears below the Workplace heading on the Integration page.
    Successful installation of the Workplace adapter

What to do next

Notify your users that the Virtual Agent bot for Workplace is available for use. Your users must then link their ServiceNow account to the Workplace account to access non-public Virtual Agent topics (that use ServiceNow records). For more details, see Link your ServiceNow user account to a messaging application for Virtual Agent conversations.

Uninstall the Virtual Agent integration from Workplace by Facebook

Uninstall the Virtual Agent integration for Workplace by Facebook and disassociate the app with your instance.

Before you begin

Roles required:
  • Virtual_agent_admin and external_app_install_admin or admin
  • Administrator for third-party applications

Procedure

  1. Log in to Workplace.
  2. Click Admin Panel.
  3. Click Integrations.
  4. In the list of Workplace integrations, click Now Virtual Agent.
  5. In the window that displays the settings for Now Virtual Agent, click Uninstall.
    Uninstall window for the Virtual Agent integration with Facebook Workplace
  6. In the window that requires authorization to uninstall the app, click Uninstall.

Result

Now Virtual Agent no longer appears on the list of integrations in Workplace. The instance receives uninstallation information from Workplace, and the app configuration and user information is deleted within 15 days.
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