{"id":50974,"date":"2023-01-21T15:17:36","date_gmt":"2023-01-21T15:17:36","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-1\/?p=50974"},"modified":"2023-11-20T09:07:16","modified_gmt":"2023-11-20T09:07:16","slug":"configuring-the-servicenow-agent","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/","title":{"rendered":"Configuring the ServiceNow Agent &#8211; Tokyo and Lower versions"},"content":{"rendered":"<section class=\"l-section wpb_row height_auto\"><div class=\"l-section-h i-cf\"><div class=\"g-cols vc_row type_default valign_top\"><div class=\"vc_col-sm-12 wpb_column vc_column_container\"><div class=\"vc_column-inner\"><div class=\"wpb_wrapper\">\r\n\t<div class=\"wpb_text_column \">\r\n\t\t<div class=\"wpb_wrapper\">\r\n\t\t\t<p><span style=\"font-weight: 400;\">ServiceNow helps you build digital workflows on a single, unified platform. Kore.ai XO Platform\u2019s ServiceNow Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on ServiceNow.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">This post provides the configuration steps to enable the ServiceNow Agent integration in the <\/span><b>Tokyo <\/b><span style=\"font-weight: 400;\">version. Use the configurations provided below as general guidelines, as there could be some differences based on the release and the specific version of the ServiceNow that you are using.<\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Overview\"><span style=\"font-weight: 400;\">Overview<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Kore.ai\u2019s Virtual Assistant (VA) serves as the central point of interaction for the users. In addition to its regular capabilities, the VA acts as a proxy or intermediary between the users and the ServiceNow agents to hand over conversations seamlessly. The VA also allows you to integrate with the ServiceNow platform. The VA facilitates communication and interaction between the user and the ServiceNow agent using the chat module. <\/span><\/p>\n<h2><span class=\"ez-toc-section\" id=\"Configuration\"><span style=\"font-weight: 400;\">Configuration<\/span><\/span><\/h2>\n<p><span style=\"font-weight: 400;\">Complete the following steps to configure the ServiceNow agent for <strong>Tokyo<\/strong> and lower versions:\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_1_Retrieve_the_ServiceNow_Instance_URL\">Step 1: Retrieve the ServiceNow Instance URL<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_2_Create_a_New_Queue\">Step 2 : Create a New Queue<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_3_Enable_the_ServiceNow_Agent\">Step 3: Enable the ServiceNow Agent<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_4_Switch_to_UI16_theme\">Step 4 : Switch to UI16 Theme<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_5_Install_the_required_plugins\">Step 5: Install required plugins<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_6_Create_a_user_with_agent_admin_role\">Step 6: <span style=\"font-weight: 400;\">Create a user with agent_admin role<\/span><\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_7_Create_a_group_and_add_the_user_created_to_the_group\">Step 7: Create a group and add the user created to the group<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_8_Define_the_Host_URL_in_the_REST_Message_in_ServiceNow\">Step 8: Define the Host URL in the REST Message in ServiceNow<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_9_Define_Outbound_REST_Message_Requests_in_ServiceNow\">Step 9: Define Outbound REST Message Requests in ServiceNow<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_10_Define_Outbound_REST_Business_Rules_in_ServiceNow\">Step 10: Define Outbound REST Business Rules in ServiceNow<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-1\/integrations\/configuring-the-servicenow-agent\/#Step_11_Testing_Configuration\">Step 11: Testing Configuration<\/a><\/li>\n<\/ul>\n<h3><span class=\"ez-toc-section\" id=\"Step_1_Retrieve_the_ServiceNow_Instance_URL\"><span style=\"font-weight: 400;\">Step 1: Retrieve the ServiceNow Instance URL<\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to your ServiceNow account with admin user credentials. The ServiceNow account will have a unique URL for each developer instance in their Service Management or App Engine Studio, for example:<\/span><a href=\"https:\/\/devxxx67.service-now.com\/\"> <i><span style=\"font-weight: 400;\">https:\/\/devXXX67.service-now.com\/<\/span><\/i><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Copy the Instance ID from the URL and paste it into the <\/span><b>Configurations <\/b><span style=\"font-weight: 400;\">tab of the ServiceNow Agent\u00a0 page. Refer to step 3.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_2_Create_a_New_Queue\"><span style=\"font-weight: 400;\">Step 2: Create a New Queue<\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to your ServiceNow account.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">From the main menu on the left, search and select <\/span><b>Queues <\/b><span style=\"font-weight: 400;\">under <\/span><b>Connect &gt; Support Administration <\/b><span style=\"font-weight: 400;\">and click on the <\/span><b>New <\/b><span style=\"font-weight: 400;\">button.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124091407\/service_now_agent8.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1898\" height=\"877\" class=\"alignnone size-medium wp-image-52688\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124091407\/service_now_agent8.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124091407\/service_now_agent8.png 1898w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124091407\/service_now_agent8-300x139.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124091407\/service_now_agent8-1024x473.png 1024w\" sizes=\"auto, (max-width: 1898px) 100vw, 1898px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the Queue dialog, enter the following queue details:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Name <\/b><span style=\"font-weight: 400;\">of the queue.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Select Consumer Service Support in the <\/span><b>Assignment group<\/b><span style=\"font-weight: 400;\"> field.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124094858\/service_now_agent9.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1911\" height=\"886\" class=\"alignnone size-medium wp-image-52694\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124094858\/service_now_agent9.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124094858\/service_now_agent9.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124094858\/service_now_agent9-300x139.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124094858\/service_now_agent9-1024x475.png 1024w\" sizes=\"auto, (max-width: 1911px) 100vw, 1911px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click the <\/span><b>New <\/b><span style=\"font-weight: 400;\">button in the <\/span><b>Chat Queue Entries<\/b><span style=\"font-weight: 400;\"> section and assign the chat queue entry to a user as shown below:<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095130\/service_now_agent10.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1914\" height=\"902\" class=\"alignnone size-medium wp-image-52697\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095130\/service_now_agent10.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095130\/service_now_agent10.png 1914w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095130\/service_now_agent10-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095130\/service_now_agent10-1024x483.png 1024w\" sizes=\"auto, (max-width: 1914px) 100vw, 1914px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click <\/span><b>Submit <\/b><span style=\"font-weight: 400;\">to save the chat queue entry details.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click <\/span><b>Submit <\/b><span style=\"font-weight: 400;\">again to save the queue details.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Copy the ID from the <strong>Queue ID<\/strong> field.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095811\/service_now_queueID.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1910\" height=\"749\" class=\"alignnone size-medium wp-image-52702\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095811\/service_now_queueID.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095811\/service_now_queueID.png 1910w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095811\/service_now_queueID-300x118.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124095811\/service_now_queueID-1024x402.png 1024w\" sizes=\"auto, (max-width: 1910px) 100vw, 1910px\" \/><\/a><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_3_Enable_the_ServiceNow_Agent\"><span style=\"font-weight: 400;\">Step 3: Enable the ServiceNow Agent<\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the Kore.ai XO Platform: <\/span><a href=\"https:\/\/bots.kore.ai\/botbuilder\"><span style=\"font-weight: 400;\">https:\/\/bots.kore.ai\/botbuilder<\/span><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select a Virtual Assistant for which you want to configure the ServiceNow agent.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to <\/span><b>Build &gt; Integrations &gt; Agent Transfer<\/b><span style=\"font-weight: 400;\"> and click the <\/span><b>ServiceNow<\/b><span style=\"font-weight: 400;\"> button.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124100444\/service_now_agent_selection.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1911\" height=\"823\" class=\"alignnone size-medium wp-image-52706\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124100444\/service_now_agent_selection.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124100444\/service_now_agent_selection.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124100444\/service_now_agent_selection-300x129.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124100444\/service_now_agent_selection-1024x441.png 1024w\" sizes=\"auto, (max-width: 1911px) 100vw, 1911px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">On the\u00a0<b>Configurations\u00a0<\/b>tab, select your preferred authentication option (Basic vs. OAuth) and then provide the details as explained in the options below:<\/span><br \/>\n<strong>Option1: Basic Auth <\/strong>&#8211; Enter the ServiceNow Instance credentials<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093117\/service_now_tokyo4.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1345\" height=\"808\" class=\"alignnone size-medium wp-image-59521\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093117\/service_now_tokyo4.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093117\/service_now_tokyo4.png 1345w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093117\/service_now_tokyo4-300x180.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093117\/service_now_tokyo4-1024x615.png 1024w\" sizes=\"auto, (max-width: 1345px) 100vw, 1345px\" \/><\/a><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"font-weight: 400;\">Select the <\/span><b>Connect Support (Supported for Tokyo and lower versions)<\/b><span style=\"font-weight: 400;\"> option.<\/span><\/li>\n<li>Select the <strong>Basic Auth<\/strong>\u00a0option for enabling ServiceNow Agent with the Basic Authentication.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Instance URL<\/b><span style=\"font-weight: 400;\">: The company\u2019s URL where the ServiceNow instance is hosted. For example, the instance URL is in this format:<\/span><a href=\"https:\/\/devxxx67.service-now.com\/\"> <i><span style=\"font-weight: 400;\">https:\/\/devXXX67.service-now.com\/<\/span><\/i><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>User Name<\/b><span style=\"font-weight: 400;\">: The username of your ServiceNow account.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Password<\/b><span style=\"font-weight: 400;\">: The password of your ServiceNow account.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Queue ID<\/b><span style=\"font-weight: 400;\">: The unique queue identification number.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Webhook URL<\/b><span style=\"font-weight: 400;\">: The web URL for custom application function callbacks.<\/span><\/li>\n<\/ul>\n<\/li>\n<\/ul>\n<p><strong>Option 2<\/strong>: <strong>OAuth with Refresh Token <\/strong>&#8211; <span style=\"font-weight: 400;\">Follow the instructions in this <\/span><a href=\"https:\/\/support.servicenow.com\/kb?id=kb_article_view&amp;sysparm_article=KB0778194\"><span style=\"font-weight: 400;\">ServiceNow Documentation<\/span><\/a><span style=\"font-weight: 400;\"> to generate a refresh token.<\/span><b>\u00a0<\/b><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230710112905\/service_now_refresh_token.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1073\" height=\"833\" class=\"alignnone size-medium wp-image-57827\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230710112905\/service_now_refresh_token.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230710112905\/service_now_refresh_token.png 1073w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230710112905\/service_now_refresh_token-300x233.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230710112905\/service_now_refresh_token-1024x795.png 1024w\" sizes=\"auto, (max-width: 1073px) 100vw, 1073px\" \/><\/a><\/p>\n<ul>\n<li>Select the <b>Connect Support (Supported for Tokyo and lower versions)<\/b><span style=\"font-weight: 400;\"> option.<\/span><\/li>\n<li>Select the <strong>OAuth with Refresh Token<\/strong> option for enabling ServiceNow Agent with the Refresh Token Authentication.<\/li>\n<li><b>Instance URL<\/b>: The company\u2019s URL where the ServiceNow instance is hosted. For example, the instance URL is in this format:<a href=\"https:\/\/devxxx67.service-now.com\/\"> <i>https:\/\/devXXX67.service-now.com\/<\/i><\/a>.<\/li>\n<li><strong>Client ID<\/strong>: The client ID of your ServiceNow application copied in Step 8.<\/li>\n<li><strong>Client Secret<\/strong>: The client secret of your ServiceNow application copied in Step 8.<\/li>\n<li><strong>Refresh Token<\/strong>: The unique refresh token that you generated in Step 8.<\/li>\n<li><strong>Webhook URL<\/strong>: The web URL for custom application function callbacks.<\/li>\n<\/ul>\n<\/li>\n<li>Click <strong>Authorize<\/strong> to authenticate and allow the XO platform to handover conversations to ServiceNow agent.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">If you want to make ServiceNow as the default agent, enable the <\/span><b>Default Agent System for all bot channels<\/b><span style=\"font-weight: 400;\"> option.<\/span>\n<div class=\"alert alert-info\"><b>Note<\/b><span style=\"font-weight: 400;\">: This option is enabled only when you have multiple agents configured for your VA.<\/span><\/div>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">You can customize the channel mapping by clicking the <\/span><b>Configure <\/b><span style=\"font-weight: 400;\">link as shown below:<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925132342\/service_now_authorize_new2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1341\" height=\"806\" class=\"alignnone size-medium wp-image-59570\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925132342\/service_now_authorize_new2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925132342\/service_now_authorize_new2.png 1341w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925132342\/service_now_authorize_new2-300x180.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925132342\/service_now_authorize_new2-1024x615.png 1024w\" sizes=\"auto, (max-width: 1341px) 100vw, 1341px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Once you click <\/span><b>Configure<\/b><span style=\"font-weight: 400;\">, you can map the channels for which you want to use ServiceNow agent to\u00a0 hand over the conversations.\u00a0<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124101437\/manage_channels.png\"><img loading=\"lazy\" decoding=\"async\" width=\"754\" height=\"496\" class=\"alignnone size-medium wp-image-52715\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124101437\/manage_channels.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124101437\/manage_channels.png 754w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124101437\/manage_channels-300x197.png 300w\" sizes=\"auto, (max-width: 754px) 100vw, 754px\" \/><\/a><br \/>\n<span style=\"font-weight: 400;\">For example, if you have configured a Genesys chat integration, Intercom and ServiceNow agents. You can make one of them as default and map channels to agent systems. In this case, the Web Client and WebHook are mapped to Genesys and Intercom. Slack is mapped to the default ServiceNow agent.<\/span> <span style=\"font-weight: 400;\">To learn more about channel enablement, see <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/channel-enablement\/adding-channels-to-your-bot\/\"><span style=\"font-weight: 400;\">Adding channels to your bot<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">After mapping channels, click <\/span><b>Done<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click <\/span><b>Save <\/b><span style=\"font-weight: 400;\">to enable the ServiceNow agent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Publish the VA. For more information, see <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/publish\/publishing-bot\/\"><span style=\"font-weight: 400;\">Publishing Bot<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_4_Switch_to_UI16_theme\"><span style=\"font-weight: 400;\">Step 4: <\/span><span style=\"font-weight: 400;\">Switch to UI16 theme<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">Log in to your ServiceNow account with admin user credentials. The ServiceNow account will have a unique URL for each developer instance in their Service Management or App Engine Studio, for example:<\/span><a href=\"https:\/\/devxxx67.service-now.com\/\"> <i><span style=\"font-weight: 400;\">https:\/\/devXXX67.service-now.com\/<\/span><\/i><\/a>.<\/li>\n<li><span style=\"font-weight: 400;\">Select the <\/span><b>All <\/b><span style=\"font-weight: 400;\">menu,<\/span> <span style=\"font-weight: 400;\">search for the <\/span><b>System Properties<\/b><span style=\"font-weight: 400;\"> filter, and click <\/span><b>New<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925085816\/service_now_tokyo.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1913\" height=\"844\" class=\"alignnone size-medium wp-image-59501\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925085816\/service_now_tokyo.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925085816\/service_now_tokyo.png 1913w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925085816\/service_now_tokyo-300x132.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925085816\/service_now_tokyo-1024x452.png 1024w\" sizes=\"auto, (max-width: 1913px) 100vw, 1913px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Enter the <\/span><b>glide.ui.polaris.on_off_user_pref_enabled <\/b><span style=\"font-weight: 400;\">property, select the type as <\/span><b>true|false<\/b><span style=\"font-weight: 400;\">, and click <\/span><b>Submit<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090040\/service_now_tokyo1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"883\" class=\"alignnone size-medium wp-image-59504\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090040\/service_now_tokyo1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090040\/service_now_tokyo1.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090040\/service_now_tokyo1-300x138.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090040\/service_now_tokyo1-1024x471.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/span><br \/>\n<b>Note<\/b><span style=\"font-weight: 400;\">: <\/span><span style=\"font-weight: 400;\">This property provides an option for the user to toggle between \u201cNext experience and UI16\u201d and classic experience.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Click on the <\/span><b>System Admin<\/b><span style=\"font-weight: 400;\"> profile and select the <\/span><b>Preferences <\/b><span style=\"font-weight: 400;\">menu.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090304\/service_now_tokyo2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"423\" height=\"603\" class=\"alignnone size-medium wp-image-59508\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090304\/service_now_tokyo2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090304\/service_now_tokyo2.png 423w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090304\/service_now_tokyo2-210x300.png 210w\" sizes=\"auto, (max-width: 423px) 100vw, 423px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Turn on the <\/span><b>Turn off Next experience<\/b><span style=\"font-weight: 400;\"> toggle.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090613\/service_now_turn_off_next.png\"><img loading=\"lazy\" decoding=\"async\" width=\"832\" height=\"406\" class=\"alignnone size-medium wp-image-59511\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090613\/service_now_turn_off_next.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090613\/service_now_turn_off_next.png 832w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090613\/service_now_turn_off_next-300x146.png 300w\" sizes=\"auto, (max-width: 832px) 100vw, 832px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">The App Engine Studio view <\/span><span style=\"font-weight: 400;\">switches from Next Experience to UI 16 theme.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090951\/service_now_turn_off_next1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"839\" height=\"417\" class=\"alignnone size-medium wp-image-59514\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090951\/service_now_turn_off_next1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090951\/service_now_turn_off_next1.png 839w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925090951\/service_now_turn_off_next1-300x149.png 300w\" sizes=\"auto, (max-width: 839px) 100vw, 839px\" \/><\/a><\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_5_Install_the_required_plugins\"><span style=\"font-weight: 400;\">Step 5: Install the required plugins<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">Log in to the ServiceNow Developer instance with Admin User Credentials.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">To create an application, search and select the <\/span><b>System Definition <\/b><span style=\"font-weight: 400;\">under <\/span><b>Plugins<\/b><span style=\"font-weight: 400;\"> from the left menu<\/span>.<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925092826\/service_new_plugin.png\"><img loading=\"lazy\" decoding=\"async\" width=\"564\" height=\"502\" class=\"alignnone size-medium wp-image-59518\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925092826\/service_new_plugin.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925092826\/service_new_plugin.png 564w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925092826\/service_new_plugin-300x267.png 300w\" sizes=\"auto, (max-width: 564px) 100vw, 564px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Search for the <\/span><b>Consumer Service Portal<\/b><span style=\"font-weight: 400;\"> plugin and install it.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093216\/service_now_tokyo3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1917\" height=\"899\" class=\"alignnone size-medium wp-image-59524\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093216\/service_now_tokyo3.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093216\/service_now_tokyo3.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093216\/service_now_tokyo3-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093216\/service_now_tokyo3-1024x480.png 1024w\" sizes=\"auto, (max-width: 1917px) 100vw, 1917px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">After the successful installation, a new Connect support menu item appears in the left navigation bar.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093941\/service_now_turn_off_next2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"839\" height=\"412\" class=\"alignnone size-medium wp-image-59527\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093941\/service_now_turn_off_next2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093941\/service_now_turn_off_next2.png 839w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925093941\/service_now_turn_off_next2-300x147.png 300w\" sizes=\"auto, (max-width: 839px) 100vw, 839px\" \/><\/a><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_6_Create_a_user_with_agent_admin_role\"><span style=\"font-weight: 400;\">Step 6: Create a user with agent_admin role<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">Log in to the ServiceNow instance with the admin user credentials.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Navigate to <b>User Administration &gt; Users &gt; New<\/b>.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103209\/service_now_tokyo5.png\"><img loading=\"lazy\" decoding=\"async\" width=\"561\" height=\"751\" class=\"alignnone size-medium wp-image-59535\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103209\/service_now_tokyo5.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103209\/service_now_tokyo5.png 561w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103209\/service_now_tokyo5-224x300.png 224w\" sizes=\"auto, (max-width: 561px) 100vw, 561px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Fill in the details to create a user and click <\/span><b>Submit<\/b><span style=\"font-weight: 400;\">.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103822\/service_now_abel.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1908\" height=\"905\" class=\"alignnone size-medium wp-image-59538\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103822\/service_now_abel.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103822\/service_now_abel.png 1908w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103822\/service_now_abel-300x142.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925103822\/service_now_abel-1024x486.png 1024w\" sizes=\"auto, (max-width: 1908px) 100vw, 1908px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Select the <\/span><b>Roles<\/b><span style=\"font-weight: 400;\"> tab and click the <\/span><b>Edit<\/b><span style=\"font-weight: 400;\"> button to navigate to the roles screen<\/span><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104204\/service_now_abel1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1893\" height=\"895\" class=\"alignnone size-medium wp-image-59541\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104204\/service_now_abel1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104204\/service_now_abel1.png 1893w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104204\/service_now_abel1-300x142.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104204\/service_now_abel1-1024x484.png 1024w\" sizes=\"auto, (max-width: 1893px) 100vw, 1893px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Search for the <\/span><b>agent_admin<\/b><span style=\"font-weight: 400;\"> role and add it to the user.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104603\/service_now_abel2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1893\" height=\"898\" class=\"alignnone size-medium wp-image-59544\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104603\/service_now_abel2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104603\/service_now_abel2.png 1893w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104603\/service_now_abel2-300x142.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925104603\/service_now_abel2-1024x486.png 1024w\" sizes=\"auto, (max-width: 1893px) 100vw, 1893px\" \/><\/a><\/span><\/li>\n<li>Click <strong>Save<\/strong>.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_7_Create_a_group_and_add_the_user_created_to_the_group\"><span style=\"font-weight: 400;\">Step 7: Create a group and add the user created to the group<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">Create a group if you don&#8217;t have a group or use an existing group in ServiceNow.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate to <\/span><b>User Administration &gt; Groups<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105710\/service_now_tokyo9.png\"><img loading=\"lazy\" decoding=\"async\" width=\"531\" height=\"738\" class=\"alignnone size-medium wp-image-59548\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105710\/service_now_tokyo9.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105710\/service_now_tokyo9.png 531w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105710\/service_now_tokyo9-216x300.png 216w\" sizes=\"auto, (max-width: 531px) 100vw, 531px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Click <\/span><b>New<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105924\/service_now_tokyo10.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1914\" height=\"835\" class=\"alignnone size-medium wp-image-59551\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105924\/service_now_tokyo10.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105924\/service_now_tokyo10.png 1914w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105924\/service_now_tokyo10-300x131.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925105924\/service_now_tokyo10-1024x447.png 1024w\" sizes=\"auto, (max-width: 1914px) 100vw, 1914px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">To create a new group, fill in the appropriate details and click <\/span><b>Submit<\/b><span style=\"font-weight: 400;\">.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110102\/service_now_tokyo11.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1903\" height=\"487\" class=\"alignnone size-medium wp-image-59554\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110102\/service_now_tokyo11.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110102\/service_now_tokyo11.png 1903w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110102\/service_now_tokyo11-300x77.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110102\/service_now_tokyo11-1024x262.png 1024w\" sizes=\"auto, (max-width: 1903px) 100vw, 1903px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Edit the group created above. Scroll down to the <\/span><b>Group Members<\/b><span style=\"font-weight: 400;\"> tab and click <\/span><b>Edit<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110349\/service_now_tokyo12.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1901\" height=\"761\" class=\"alignnone size-medium wp-image-59557\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110349\/service_now_tokyo12.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110349\/service_now_tokyo12.png 1901w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110349\/service_now_tokyo12-300x120.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110349\/service_now_tokyo12-1024x410.png 1024w\" sizes=\"auto, (max-width: 1901px) 100vw, 1901px\" \/> <\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Select the agent created in the previous step and add it to the current group.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110557\/service_now_groups4.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1827\" height=\"899\" class=\"alignnone size-medium wp-image-59560\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110557\/service_now_groups4.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110557\/service_now_groups4.png 1827w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110557\/service_now_groups4-300x148.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230925110557\/service_now_groups4-1024x504.png 1024w\" sizes=\"auto, (max-width: 1827px) 100vw, 1827px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Click <\/span><b>Save<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_8_Define_the_Host_URL_in_the_REST_Message_in_ServiceNow\"><span style=\"font-weight: 400;\">Step 8: Define the Host URL in the REST Message in ServiceNow<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">Log in to your ServiceNow account. The ServiceNow account will have a unique URL for each developer instance in their Service Management or App Engine Studio, for example, <\/span><a href=\"https:\/\/devxxx67.service-now.com\/\"><i><span style=\"font-weight: 400;\">https:\/\/devXXX67.service-now.com\/<\/span><\/i><\/a> .<\/li>\n<li><span style=\"font-weight: 400;\">Go to <\/span><b>System Web Services &gt; Outbound &gt; REST Messages<\/b><span style=\"font-weight: 400;\"> from the left menu.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">In the REST Messages page, click the <b>New<\/b> button to create a new REST Message.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124072709\/service_now_agent.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1917\" height=\"835\" class=\"alignnone size-medium wp-image-52599\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124072709\/service_now_agent.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124072709\/service_now_agent.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124072709\/service_now_agent-300x131.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124072709\/service_now_agent-1024x446.png 1024w\" sizes=\"auto, (max-width: 1917px) 100vw, 1917px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Copy the <b>WebHook URL<\/b> from Kore.ai\u2019s virtual assistant configuration page and paste it into the<b> Endpoint URL<\/b> field.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082633\/service_now_agent1-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1914\" height=\"840\" class=\"alignnone size-medium wp-image-52662\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082633\/service_now_agent1-1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082633\/service_now_agent1-1.png 1914w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082633\/service_now_agent1-1-300x132.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082633\/service_now_agent1-1-1024x449.png 1024w\" sizes=\"auto, (max-width: 1914px) 100vw, 1914px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Click <\/span><b>Save <\/b><span style=\"font-weight: 400;\">to save the new REST message.<\/span>\n<div class=\"alert alert-info\"><b>Note<\/b><span style=\"font-weight: 400;\">: You can also see a list of all the REST Messages that have been configured.<\/span><\/div>\n<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_9_Define_Outbound_REST_Message_Requests_in_ServiceNow\"><span style=\"font-weight: 400;\">Step 9: Define Outbound REST Message Requests in ServiceNow<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">To define REST Outbound Message, navigate to <b>System Web Services &gt; Outbound &gt; REST Messages<\/b> in the left menu.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Select the REST Messages for which you want to define the Outbound message from the list of REST Messages. For example, search and select the <\/span><i><span style=\"font-weight: 400;\">Platform \u2013 Agent Integrations <\/span><\/i><span style=\"font-weight: 400;\">message.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081005\/service_now_agent2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1911\" height=\"898\" class=\"alignnone size-medium wp-image-52636\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081005\/service_now_agent2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081005\/service_now_agent2.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081005\/service_now_agent2-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081005\/service_now_agent2-1024x481.png 1024w\" sizes=\"auto, (max-width: 1911px) 100vw, 1911px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">In the REST Message form, you can enter the API details, such as the name, endpoint URL as Callback URL from the <b>Configurations <\/b>page, and HTTP method.<\/span><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><br \/>\n<\/span><\/span><\/p>\n<div class=\"alert alert-info\"><b>Note<\/b>: This will be the endpoint through which ServiceNow will send Agent\u2019s messages to the user.<\/div>\n<\/li>\n<li><span style=\"font-weight: 400;\">To define the HTTP header, click the <b>HTTP Request<\/b> tab and select the <b>Add New Row<\/b> button.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081556\/service_now_agent3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1911\" height=\"898\" class=\"alignnone size-medium wp-image-52644\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081556\/service_now_agent3.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081556\/service_now_agent3.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081556\/service_now_agent3-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124081556\/service_now_agent3-1024x481.png 1024w\" sizes=\"auto, (max-width: 1911px) 100vw, 1911px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">In the new row, add the HTTP Header as shown below:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><b>HTTP Header<\/b><span style=\"font-weight: 400;\">: Name: Content-Type, Value: application\/json<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\"><b>Method<\/b>: Add the <i>POST <\/i>method and paste the Webhook URL that you copied from the <b>Configurations <\/b>tab in the Endpoint field.<\/span><img loading=\"lazy\" decoding=\"async\" width=\"1911\" height=\"848\" class=\"alignnone size-medium wp-image-52651\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082008\/service_now_agent4.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082008\/service_now_agent4.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082008\/service_now_agent4-300x133.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124082008\/service_now_agent4-1024x454.png 1024w\" sizes=\"auto, (max-width: 1911px) 100vw, 1911px\" \/><\/li>\n<\/ul>\n<\/li>\n<li>Once you have entered the required details, click the <b>Update <\/b><span style=\"font-weight: 400;\">button to save the REST Message.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_10_Define_Outbound_REST_Business_Rules_in_ServiceNow\"><span style=\"font-weight: 400;\">Step 10: Define Outbound REST Business Rules in ServiceNow<\/span><\/span><\/h3>\n<ol>\n<li><span style=\"font-weight: 400;\">To define an Outbound rule, search and select the <b>Business Rules<\/b> under <b>System Definition<\/b> from the left menu.<\/span><\/li>\n<li><span style=\"font-weight: 400;\">Click the <b>New<\/b> button to configure the <b>Business Rule<\/b>.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090543\/service_now_agent6.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1917\" height=\"844\" class=\"alignnone size-medium wp-image-52681\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090543\/service_now_agent6.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090543\/service_now_agent6.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090543\/service_now_agent6-300x132.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090543\/service_now_agent6-1024x451.png 1024w\" sizes=\"auto, (max-width: 1917px) 100vw, 1917px\" \/><\/a><\/li>\n<li><span style=\"font-weight: 400;\">Enter the following business rule details:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><b>Name <\/b><span style=\"font-weight: 400;\">and select the <\/span><b>live_message<\/b><span style=\"font-weight: 400;\"> table from the <\/span><b>Table <\/b><span style=\"font-weight: 400;\">drop-down.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Select the Active and Advanced check boxes.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Click the <b>When to run<\/b> tab, and select <b>after<\/b> from the <b>When<\/b> drop-down, and select the <b>Insert <\/b>checkbox.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Add <b>Filter conditions<\/b> to execute this Business rule if created by is not a chatbot_interface.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090805\/service_now_agent7.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1910\" height=\"891\" class=\"alignnone size-medium wp-image-52684\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090805\/service_now_agent7.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090805\/service_now_agent7.png 1910w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090805\/service_now_agent7-300x140.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124090805\/service_now_agent7-1024x478.png 1024w\" sizes=\"auto, (max-width: 1910px) 100vw, 1910px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click the <\/span><b>Advanced <\/b><span style=\"font-weight: 400;\">tab, add the code below and click <\/span><b>Submit<\/b><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">:<br \/>\n<code>var request;<br \/>\nrequest = new sn_ws.RESTMessageV2('Platform - Agent Integrations', 'Platform - Agent Integrations');<br \/>\nrequest.setRequestBody(\"{\\\"group\\\":\\\"\"+current.group+\"\\\", \\\"formatted_message\\\":\\\"\"+GlideStringUtil.escapeForHomePage(current.formatted_message)+\"\\\", \\\"sys_created_by\\\":\\\"\"+current.sys_created_by+\"\\\",\\\"last_message\\\":\\\"\"+current.last_message+\"\\\", \\\"sys_id\\\":\\\"\"+current.sys_id+\"\\\"}\");<br \/>\nrequest.setRequestHeader(\"Content-Type\", \"application\/json\");<br \/>\nvar response = request.execute();<\/code><\/span><\/span><\/span><\/p>\n<div class=\"alert alert-info\"><b>Note<\/b><span style=\"font-weight: 400;\">: The code is optional. It is recommended to use the code when you face any issues during execution. This rule executes the API configured in REST Message.<\/span><\/div>\n<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_11_Testing_Configuration\"><span style=\"font-weight: 400;\">Step 11: Testing Configuration<\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">This section helps you verify how the conversations from the Kore.ai XO Platform are handed over to the ServiceNow agent after enabling it.\u00a0<\/span><\/p>\n<p><span style=\"font-weight: 400;\">To verify the data exchange between Kore.ai\u2019s VA and ServiceNow agent, follow these steps:<\/span><\/p>\n<ol>\n<li style=\"list-style-type: none;\">\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Open a virtual assistant for which you have enabled the ServiceNow agent.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Create a new Agent Transfer Node task. For example, create a <\/span><i><span style=\"font-weight: 400;\">Platform Agent<\/span><\/i><span style=\"font-weight: 400;\">task with the <\/span><i><span style=\"font-weight: 400;\">UserAgent<\/span><\/i> <span style=\"font-weight: 400;\">node and configure it to use the ServiceNow agent. For more information, see <\/span><a href=\"https:\/\/developer.kore.ai\/v10-1\/docs\/bots\/bot-builder-tool\/dialog-task\/working-with-the-agent-transfer-node\/\"><span style=\"font-weight: 400;\">Agent Transfer Node<\/span><\/a><span style=\"font-weight: 400;\">.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124105010\/platform_agent_servicenow.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1913\" height=\"836\" class=\"alignnone size-medium wp-image-52738\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124105010\/platform_agent_servicenow.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124105010\/platform_agent_servicenow.png 1913w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124105010\/platform_agent_servicenow-300x131.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124105010\/platform_agent_servicenow-1024x447.png 1024w\" sizes=\"auto, (max-width: 1913px) 100vw, 1913px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Click the <\/span><b>Talk to Bot<\/b><span style=\"font-weight: 400;\"> icon to launch the VA and enter <\/span><b>Help<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the ServiceNow Instance, <\/span><span style=\"font-weight: 400;\">select the <\/span><b>Impersonate User <\/b><span style=\"font-weight: 400;\">from the <\/span><b>Profile <\/b><span style=\"font-weight: 400;\">option as shown:<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124104157\/service_now_impersonate_user.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"574\" class=\"alignnone size-medium wp-image-52731\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124104157\/service_now_impersonate_user.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124104157\/service_now_impersonate_user.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124104157\/service_now_impersonate_user-300x90.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124104157\/service_now_impersonate_user-1024x306.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enter the Username that you created. For example, select the <\/span><i><span style=\"font-weight: 400;\">Abel Tuter<\/span><\/i><span style=\"font-weight: 400;\">\u00a0username.<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927135030\/abel_tuter.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1917\" height=\"796\" class=\"alignnone size-medium wp-image-59648\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927135030\/abel_tuter.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927135030\/abel_tuter.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927135030\/abel_tuter-300x125.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927135030\/abel_tuter-1024x425.png 1024w\" sizes=\"auto, (max-width: 1917px) 100vw, 1917px\" \/><\/a><\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Select <\/span><b>All <\/b><span style=\"font-weight: 400;\">and navigate to <\/span><b>Workspace Experience&gt;Workspaces&gt;Agent Workspace Home<\/b><span style=\"font-weight: 400;\">.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927093705\/rest_message5.png\"><img loading=\"lazy\" decoding=\"async\" width=\"534\" height=\"525\" class=\"alignnone size-medium wp-image-59634\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927093705\/rest_message5.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927093705\/rest_message5.png 534w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230927093705\/rest_message5-300x295.png 300w\" sizes=\"auto, (max-width: 534px) 100vw, 534px\" \/><\/a><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">In the Agent Workspace page, select <\/span><b>Inbox<\/b><span style=\"font-weight: 400;\"> and set the <\/span><b>Status <\/b><span style=\"font-weight: 400;\">to <\/span><b>Available<\/b><span style=\"font-weight: 400;\">.<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230928060518\/service_now_utah2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1914\" height=\"898\" class=\"alignnone size-medium wp-image-59657\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230928060518\/service_now_utah2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230928060518\/service_now_utah2.png 1914w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230928060518\/service_now_utah2-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230928060518\/service_now_utah2-1024x480.png 1024w\" sizes=\"auto, (max-width: 1914px) 100vw, 1914px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">When a user initiates the chat from the VA, it transfers the conversation to the ServiceNow agent and sends a message to the user.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\">Agent receives a notification about this on ServiceNow.<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Now, the connection between the ServiceNow agent and the user has been established, and the conversation continues.<\/span><span style=\"font-weight: 400;\"><br \/>\n<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124112508\/platform_agent_servicenow1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1913\" height=\"908\" class=\"alignnone size-medium wp-image-52742\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124112508\/platform_agent_servicenow1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124112508\/platform_agent_servicenow1.png 1913w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124112508\/platform_agent_servicenow1-300x142.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-1\/wp-content\/uploads\/sites\/35\/20230124112508\/platform_agent_servicenow1-1024x486.png 1024w\" sizes=\"auto, (max-width: 1913px) 100vw, 1913px\" \/><\/a><\/li>\n<\/ol>\n<\/li>\n<\/ol>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<\/div><\/div><\/div><\/div><\/div><\/section>\n","protected":false},"excerpt":{"rendered":"ServiceNow helps you build digital workflows on a single, unified platform. Kore.ai XO Platform\u2019s ServiceNow Agent integration allows you to seamlessly hand off the virtual assistant conversations to your live agents on ServiceNow.\u00a0 This post provides the configuration steps to enable the ServiceNow Agent integration in the Tokyo version. Use the configurations provided below as...","protected":false},"author":17,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":{"footnotes":""},"categories":[201],"tags":[],"class_list":["post-50974","post","type-post","status-publish","format-standard","hentry","category-integrations"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/50974","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/comments?post=50974"}],"version-history":[{"count":39,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/50974\/revisions"}],"predecessor-version":[{"id":60204,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/posts\/50974\/revisions\/60204"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/media?parent=50974"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/categories?post=50974"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-1\/wp-json\/wp\/v2\/tags?post=50974"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}