To use ServiceNow® Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect, create an authentication token in the secondary instance.

Before you begin

Create a connection and credential in Virtual Agent Bot Interconnect.

Role required: admin

About this task

Ensure that the type of authentication (Static or Hash) and token or hash secret in the secondary instance is the same as the type and token or hash secret in the Bot Interconnect instance.

Procedure

  1. Navigate to All, and then enter token_verification.list in the filter.
  2. On the Token Verifications page, click New.
  3. On the form, fill in the fields.
    Table 1. Token Verification form
    Field Description
    Name A unique name for the authentication token, such as SNSecondaryBotToken.
    Token The static token or hash secret you provided in the Bot Interconnect (primary) instance.
  4. Click Submit.
  5. Navigate to All, and then enter message_auth.list in the filter.
  6. On the Message Auth page, click New.
  7. On the form, fill in the fields.
    Table 2. Message Auth form
    FieldDescription
    Name Name of the message authentication, such as SNtoSNAuthtoken.
    Provider Name of the provider, such as ServiceNowProvider.
    Group name Name used to classify the provider.
    Service Portal Set this field to link users on Virtual Agent integrations such as Slack and Microsoft Teams to a service portal login page. If the field is empty, Virtual Agent redirects the users to the instance login page.
    Inbound message verification The name of the authentication token you created in the secondary instance. For example, SNSecondaryBotToken.
    Outbound message creation The name of the authentication token you created in the secondary instance. For example, SNSecondaryBotToken.
    Outbound service token The name of the authentication token you created in the secondary instance. For example, SNSecondaryBotToken.
  8. Click Submit.
  9. Navigate to All, and then enter sys_cs_provider_application.list in the filter.
  10. Open the VA Bot to Bot Provider Application record.
  11. In the Message auth field, select the name of the message authentication record you created.
    For example, select SNtoSNAuthtoken.
  12. Click Update.