{"id":59576,"date":"2023-09-25T13:31:39","date_gmt":"2023-09-25T12:31:39","guid":{"rendered":"https:\/\/developer.kore.ai\/v10-3\/?p=59576"},"modified":"2024-07-01T13:29:56","modified_gmt":"2024-07-01T12:29:56","slug":"configuring-the-servicenow-agent-utah-and-vancouver","status":"publish","type":"post","link":"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/","title":{"rendered":"Configuring the ServiceNow Agent &#8211; Utah and Higher 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 for <\/span><b>Utah<\/b><span style=\"font-weight: 400;\">, <\/span><b>Vancouver, <\/b><span style=\"font-weight: 400;\">and higher versions of the ServiceNow system. 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 <\/span><span style=\"font-weight: 400;\"><b>Utah <\/b>and higher versions:\u00a0<\/span><\/p>\n<ul>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_1_Retrieve_the_ServiceNow_Instance_URL\">Step 1: Retrieve the ServiceNow Instance URL<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_2_Enable_the_ServiceNow_Agent\">Step 2: Enable the ServiceNow Agent<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_3_Install_the_required_plugins\">Step 3 : Install required plugins<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_4_Assign_Agent_roles_to_the_Consumer_Service_Support_Group\">Step 4: Assign Roles to the Consumer Service Support Group<\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_5_Update_the_Webhook_Endpoint_and_enable_the_Integration\"><span id=\"Step_6_Update_the_Webhook_Endpoint_and_enable_the_Integration\" class=\"ez-toc-section\">Step 5. Update the Webhook Endpoint and enable the Integration<\/span><\/a><\/li>\n<li><a href=\"https:\/\/developer.kore.ai\/v10-3\/integrations\/configuring-the-servicenow-agent-utah-and-vancouver\/#Step_6_Testing_Configuration\">Step 6: 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><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><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 2<\/span>.<\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_2_Enable_the_ServiceNow_Agent\"><span style=\"font-weight: 400;\">Step 2: 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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230124100444\/service_now_agent_selection.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124100444\/service_now_agent_selection.png 1911w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124100444\/service_now_agent_selection-300x129.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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>Option 1: Basic Auth &#8211; <span style=\"font-weight: 400;\">Enter the ServiceNow Instance Credentials<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925132305\/service_now_authorize_new.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"895\" class=\"alignnone size-medium wp-image-59567\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925132305\/service_now_authorize_new.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925132305\/service_now_authorize_new.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925132305\/service_now_authorize_new-300x140.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925132305\/service_now_authorize_new-1024x478.png 1024w\" sizes=\"auto, (max-width: 1919px) 100vw, 1919px\" \/><\/a><\/strong><\/p>\n<ul>\n<li style=\"list-style-type: none;\">\n<ul>\n<li><span style=\"font-weight: 400;\">Select the <\/span><b>Agent Chat (Supported for Utah and higher 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,<a href=\"https:\/\/devxxx67.service-now.com\/\"> <i>https:\/\/devXXX67.service-now.com\/<\/i><\/a><\/span><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 &#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><\/strong><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230710112905\/service_now_refresh_token.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230710112905\/service_now_refresh_token.png 1073w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230710112905\/service_now_refresh_token-300x233.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230710112905\/service_now_refresh_token-1024x795.png 1024w\" sizes=\"auto, (max-width: 1073px) 100vw, 1073px\" \/><\/a><\/p>\n<ul>\n<li><span style=\"font-weight: 400;\">Select the <\/span><b>Agent Chat (Supported for Utah and higher 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 style=\"font-weight: 400;\" aria-level=\"3\"><b>Instance URL<\/b><span style=\"font-weight: 400;\">: The company\u2019s URL where the ServiceNow instance is hosted, for example,<a href=\"https:\/\/devxxx67.service-now.com\/\"> <i>https:\/\/devXXX67.service-now.com\/<\/i><\/a><\/span><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li><strong>Client ID<\/strong>: The client ID of your ServiceNow application copied in Step 2.<\/li>\n<li><strong>Client Secret<\/strong>: The client secret of your ServiceNow application copied in Step 2.<\/li>\n<li><strong>Refresh Token<\/strong>: The unique refresh token that you generated in Step 2.<\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230928061045\/service_now_authorize_new2-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1341\" height=\"806\" class=\"alignnone size-medium wp-image-59661\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928061045\/service_now_authorize_new2-1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928061045\/service_now_authorize_new2-1.png 1341w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928061045\/service_now_authorize_new2-1-300x180.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928061045\/service_now_authorize_new2-1-1024x615.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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230124101437\/manage_channels.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124101437\/manage_channels.png 754w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/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\/v10-3\/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_3_Install_the_required_plugins\"><span style=\"font-weight: 400;\">Step 3: Install the required plugins <\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the ServiceNow Developer instance with Admin User Credentials.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To create an application, search and select the <b>System Definition <\/b>under <b>Plugins<\/b> from the left menu.<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230925092826\/service_new_plugin.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925092826\/service_new_plugin.png 564w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925092826\/service_new_plugin-300x267.png 300w\" sizes=\"auto, (max-width: 564px) 100vw, 564px\" \/><\/a><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Search and install the following plugins:<\/span>\n<ul>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Omni-experience Standard Feature Set<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127071136\/service_now_plugins4-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1908\" height=\"794\" class=\"alignnone size-medium wp-image-60364\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127071136\/service_now_plugins4-1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127071136\/service_now_plugins4-1.png 1908w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127071136\/service_now_plugins4-1-300x125.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127071136\/service_now_plugins4-1-1024x426.png 1024w\" sizes=\"auto, (max-width: 1908px) 100vw, 1908px\" \/><\/a><br \/>\n<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Advanced Work Assignment<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084425\/service_now_plugins1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1895\" height=\"876\" class=\"alignnone size-medium wp-image-60317\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084425\/service_now_plugins1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084425\/service_now_plugins1.png 1895w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084425\/service_now_plugins1-300x139.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084425\/service_now_plugins1-1024x473.png 1024w\" sizes=\"auto, (max-width: 1895px) 100vw, 1895px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Customer Service Management<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084616\/service_now_plugins2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1893\" height=\"883\" class=\"alignnone size-medium wp-image-60320\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084616\/service_now_plugins2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084616\/service_now_plugins2.png 1893w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084616\/service_now_plugins2-300x140.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084616\/service_now_plugins2-1024x478.png 1024w\" sizes=\"auto, (max-width: 1893px) 100vw, 1893px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Glide Virtual Agent<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084825\/service_now_plugins3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1893\" height=\"878\" class=\"alignnone size-medium wp-image-60323\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084825\/service_now_plugins3.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084825\/service_now_plugins3.png 1893w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084825\/service_now_plugins3-300x139.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231123084825\/service_now_plugins3-1024x475.png 1024w\" sizes=\"auto, (max-width: 1893px) 100vw, 1893px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">Virtual Agent API<\/span><br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142035\/service_now_plugins.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1916\" height=\"637\" class=\"alignnone size-medium wp-image-59587\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142035\/service_now_plugins.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142035\/service_now_plugins.png 1916w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142035\/service_now_plugins-300x100.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142035\/service_now_plugins-1024x340.png 1024w\" sizes=\"auto, (max-width: 1916px) 100vw, 1916px\" \/><\/a><\/li>\n<\/ul>\n<\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Verify that all required plugins are installed with the required permissions.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_4_Assign_Agent_roles_to_the_Consumer_Service_Support_Group\"><span style=\"font-weight: 400;\">Step 4: Assign Agent roles to the Consumer Service Support Group<\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the ServiceNow Developer instance with Admin User Credentials.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">To create an application, search and select the <\/span><b>Advanced Work Assignment <\/b><span style=\"font-weight: 400;\">under <\/span><b>Management &gt; Groups <\/b><span style=\"font-weight: 400;\">from the left menu.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142343\/service_now_groups.png\"><img loading=\"lazy\" decoding=\"async\" width=\"564\" height=\"590\" class=\"alignnone size-medium wp-image-59590\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142343\/service_now_groups.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142343\/service_now_groups.png 564w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142343\/service_now_groups-287x300.png 287w\" sizes=\"auto, (max-width: 564px) 100vw, 564px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select the <\/span><b>Consumer Service Support<\/b><span style=\"font-weight: 400;\"> group and navigate to the group details screen.<br \/>\n<a><img loading=\"lazy\" decoding=\"async\" width=\"1907\" height=\"578\" class=\"alignnone size-medium wp-image-59593\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142540\/service_now_groups1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142540\/service_now_groups1.png 1907w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142540\/service_now_groups1-300x91.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142540\/service_now_groups1-1024x310.png 1024w\" sizes=\"auto, (max-width: 1907px) 100vw, 1907px\" \/><\/a><\/span><\/li>\n<li aria-level=\"1\"><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.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142703\/service_now_groups0.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1893\" height=\"721\" class=\"alignnone size-medium wp-image-59596\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142703\/service_now_groups0.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142703\/service_now_groups0.png 1893w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142703\/service_now_groups0-300x114.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142703\/service_now_groups0-1024x390.png 1024w\" sizes=\"auto, (max-width: 1893px) 100vw, 1893px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the <\/span><b>Roles <\/b><span style=\"font-weight: 400;\">collection, Search for <\/span><b>awa_agent<\/b><span style=\"font-weight: 400;\"> and\u00a0 <\/span><b>agent_workspace_user<\/b><span style=\"font-weight: 400;\"> roles, assign them to the Consumer Service support, and save them.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142837\/service_now_groups2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1794\" height=\"896\" class=\"alignnone size-medium wp-image-59599\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142837\/service_now_groups2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142837\/service_now_groups2.png 1794w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142837\/service_now_groups2-300x150.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925142837\/service_now_groups2-1024x511.png 1024w\" sizes=\"auto, (max-width: 1794px) 100vw, 1794px\" \/><\/a><\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate back to the group details screen, select the <\/span><b>Group Members<\/b><span style=\"font-weight: 400;\"> tab, click the edit button, and navigate to the <\/span><b>Edit Members<\/b><span style=\"font-weight: 400;\"> screen.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143013\/service_now_groups3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1899\" height=\"817\" class=\"alignnone size-medium wp-image-59602\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143013\/service_now_groups3.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143013\/service_now_groups3.png 1899w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143013\/service_now_groups3-300x129.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143013\/service_now_groups3-1024x441.png 1024w\" sizes=\"auto, (max-width: 1899px) 100vw, 1899px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the <\/span><b>Users Collection<\/b><span style=\"font-weight: 400;\">, Search for the required user. For example, select <\/span><b>\u00a0Abel Tuter<\/b><span style=\"font-weight: 400;\"> user, assign it to the Consumer Service support, and click <\/span><b>Save<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143212\/service_now_groups4-1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1827\" height=\"899\" class=\"alignnone size-medium wp-image-59605\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143212\/service_now_groups4-1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143212\/service_now_groups4-1.png 1827w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143212\/service_now_groups4-1-300x148.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143212\/service_now_groups4-1-1024x504.png 1024w\" sizes=\"auto, (max-width: 1827px) 100vw, 1827px\" \/><\/a><\/span><\/li>\n<li aria-level=\"1\"><span style=\"font-weight: 400;\">Navigate back to the group details screen and click <\/span><b>Update<\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143347\/service_now_groups5.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1895\" height=\"862\" class=\"alignnone size-medium wp-image-59608\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143347\/service_now_groups5.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143347\/service_now_groups5.png 1895w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143347\/service_now_groups5-300x136.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230925143347\/service_now_groups5-1024x466.png 1024w\" sizes=\"auto, (max-width: 1895px) 100vw, 1895px\" \/><\/a><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_5_Update_the_Webhook_Endpoint_and_enable_the_Integration\"><span style=\"font-weight: 400;\">Step 5. Update the Webhook Endpoint and enable the Integration<\/span><\/span><\/h3>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Log in to the ServiceNow Instance\u00a0\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select <\/span><b>All <\/b><span style=\"font-weight: 400;\">menu and navigate to <\/span><b>System Web Services &gt;Outbound&gt;REST messages<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092534\/rest_message.png\"><img loading=\"lazy\" decoding=\"async\" width=\"529\" height=\"561\" class=\"alignnone size-medium wp-image-59622\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092534\/rest_message.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092534\/rest_message.png 529w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092534\/rest_message-283x300.png 283w\" sizes=\"auto, (max-width: 529px) 100vw, 529px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Select the <\/span><b>VABot to Bot<\/b><span style=\"font-weight: 400;\"> from the list to the VABot to Bot details.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092812\/rest_message1.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1919\" height=\"520\" class=\"alignnone size-medium wp-image-59625\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092812\/rest_message1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092812\/rest_message1.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092812\/rest_message1-300x81.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927092812\/rest_message1-1024x277.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;\">Edit the VABot to Bot details, Copy the <\/span><b>Webhook URL<\/b><span style=\"font-weight: 400;\"> from the <\/span><b>Configuration <\/b><span style=\"font-weight: 400;\">tab of ServiceNow Agent page, and paste it into the <\/span><b>EndPoint <\/b><span style=\"font-weight: 400;\">field on the <strong>VABot to Bot<\/strong>\u00a0edit details.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093110\/rest_message2.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1884\" height=\"868\" class=\"alignnone size-medium wp-image-59628\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093110\/rest_message2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093110\/rest_message2.png 1884w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093110\/rest_message2-300x138.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093110\/rest_message2-1024x472.png 1024w\" sizes=\"auto, (max-width: 1884px) 100vw, 1884px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Scroll down and select the <\/span><b>HTTP <\/b><span style=\"font-weight: 400;\">methods, update the same <\/span><b>Webhook URL<\/b><span style=\"font-weight: 400;\"> for the <strong>postMessage<\/strong> and click <\/span><b>Update<\/b><span style=\"font-weight: 400;\">.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093324\/rest_message3.png\"><img loading=\"lazy\" decoding=\"async\" width=\"1899\" height=\"793\" class=\"alignnone size-medium wp-image-59631\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093324\/rest_message3.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093324\/rest_message3.png 1899w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093324\/rest_message3-300x125.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093324\/rest_message3-1024x428.png 1024w\" sizes=\"auto, (max-width: 1899px) 100vw, 1899px\" \/><\/a><\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Enable the ServiceNow Agent Integration by clicking the <\/span><b>Save<\/b><span style=\"font-weight: 400;\"> button.<\/span><\/li>\n<\/ol>\n<h3><span class=\"ez-toc-section\" id=\"Step_6_Testing_Configuration\"><span style=\"font-weight: 400;\">Step 6: 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=\"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\/v10-3\/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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230124105010\/platform_agent_servicenow.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124105010\/platform_agent_servicenow.png 1913w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124105010\/platform_agent_servicenow-300x131.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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 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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230124104157\/service_now_impersonate_user.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124104157\/service_now_impersonate_user.png 1919w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124104157\/service_now_impersonate_user-300x90.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230927135030\/abel_tuter.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927135030\/abel_tuter.png 1917w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927135030\/abel_tuter-300x125.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093705\/rest_message5.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230927093705\/rest_message5.png 534w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230928060518\/service_now_utah2.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928060518\/service_now_utah2.png 1914w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230928060518\/service_now_utah2-300x141.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/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\/v10-3\/wp-content\/uploads\/sites\/43\/20230124112508\/platform_agent_servicenow1.png\" alt=\"\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124112508\/platform_agent_servicenow1.png 1913w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124112508\/platform_agent_servicenow1-300x142.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20230124112508\/platform_agent_servicenow1-1024x486.png 1024w\" sizes=\"auto, (max-width: 1913px) 100vw, 1913px\" \/><\/a><\/li>\n<\/ol>\n<h2><span class=\"ez-toc-section\" id=\"Additional_Capabilities\">Additional Capabilities<\/span><\/h2>\n<h3><span class=\"ez-toc-section\" id=\"Pass_User_Information_to_the_ServiceNow_Agent_System\">Pass User Information to the ServiceNow Agent System<\/span><\/h3>\n<p><span style=\"font-weight: 400;\">By default, when the Platform transfers an end user&#8217;s conversation to the ServiceNow Agent System, the end user appears as a Guest in the agent system.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">You can pass on the user information from the Platform to the agent system using the &#8220;ServiceNowMetaData&#8221; object. You can set the values in the &#8220;ServiceNowMetaData&#8221; object using the &#8220;agentUtils.setMetaInfo&#8221; function in the context from all the places where you can define a javascript.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Subsequently, you can use the passed values to make required changes in the ServiceNow Agent System to populate the username in the agent chat.<\/span><\/p>\n<p><b>Steps<\/b><span style=\"font-weight: 400;\">:\u00a0<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Configure Message Authentication for inbound communication in your ServiceNow instance as explained here &#8211; <\/span><a href=\"https:\/\/docs.servicenow.com\/bundle\/vancouver-servicenow-platform\/page\/administer\/virtual-agent\/task\/set-up-message-auth-va-api.html\" target=\"_blank\" rel=\"noopener noreferrer\"><span style=\"font-weight: 400;\">https:\/\/docs.servicenow.com\/bundle\/vancouver-servicenow-platform\/page\/administer\/virtual-agent\/task\/set-up-message-auth-va-api.html<\/span><\/a><span style=\"font-weight: 400;\">.\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Before the agent transfer node is executed, you must set the meta info (userId, emailId, and the static token generated in the previous step) in the context in a specific format.<br \/>\nFor example:<\/span><\/p>\n<ol>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\">The bot can collect the Servicenow UserId and Servicenow EmailId from the users as part of the entity nodes.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231121093911\/collecting-user-information-via-entities.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-60298 size-full\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231121093911\/collecting-user-information-via-entities.png\" alt=\"\" width=\"1863\" height=\"917\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231121093911\/collecting-user-information-via-entities.png 1863w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231121093911\/collecting-user-information-via-entities-300x148.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231121093911\/collecting-user-information-via-entities-1024x504.png 1024w\" sizes=\"auto, (max-width: 1863px) 100vw, 1863px\" \/><\/a>\u00a0<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"2\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\"><span style=\"font-weight: 400;\">Then, in the script node, you can add the &#8220;ServiceNowMetaData&#8221; object and set it in the context using the &#8220;agentUtils.setMetaInfo&#8221; in-built function.<br \/>\n<\/span><\/span><\/span><\/span><\/span><\/span>A sample script that can be added in the Script node:<\/p>\n<pre style=\"padding-left: 40px;\"><span style=\"font-weight: 400;\">let metaData = {<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 \"payloadFields\" : {<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \"userId\" : context.entities.UserID,\u00a0 <\/span> <span style=\"font-weight: 400;\">\/\/ ServiceNow user Id; it can be a dynamic or static value.<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \"emailId\" : context.entities.UserEmail\u00a0 <\/span> <span style=\"font-weight: 400;\">\/\/ ServiceNow user email; it can be a dynamic or static value.<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 },<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 \"headerFields\" : {<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 \u00a0 \u00a0 \"token\" : \"Token_generated_in_ServiceNow_Instance\"<\/span>\r\n<span style=\"font-weight: 400;\">\u00a0 \u00a0 }<\/span>\r\n<span style=\"font-weight: 400;\">}<\/span>\r\n<span style=\"font-weight: 400;\">agentUtils.setMetaInfo(\"ServiceNowMetaData\", JSON.stringify(metaData))<\/span><\/pre>\n<div class=\"alert alert-info\" style=\"padding-left: 40px;\"><strong>Note<\/strong>: <span style=\"font-weight: 400;\">By default, the context object may not include information such as user ID, email address, etc. You should explicitly capture the required details that need to be populated in the ServiceNow Agent System. Also, i<\/span>f the &#8220;ServiceNowMetaData&#8221; object is not defined, values are not included in the context object shared with the ServiceNow Agent System.<\/div>\n<\/li>\n<\/ol>\n<\/li>\n<\/ol>\n<div><\/div>\n<div>\n<h3><span class=\"ez-toc-section\" id=\"Route_User_Messages_to_Different_Agent_Groups_by_streamId\"><span style=\"font-weight: 400;\">Route User Messages to Different Agent Groups by \u2018streamId\u2019<\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">The Platform sends \u2018streamId\u2019 as a context variable in the request payload sent to ServiceNow. To route user messages to different agent groups by \u2018streamId\u2019 in the ServiceNow Agent System, you can define a Work Item Routing Condition in the Queue using the \u2018streamId\u2019 context variable.<\/span><\/p>\n<p><span style=\"font-weight: 400;\">Steps to access the \u2018streamId\u2019 while defining the Work Item routing condition:<\/span><\/p>\n<ol>\n<li><span style=\"font-weight: 400;\">Go to the <\/span><b>Conversational Interfaces Home<\/b><span style=\"font-weight: 400;\"> and then create a new context variable with the name &#8211; streamId.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083041\/service_now_agent_id.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-60197 size-full\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083041\/service_now_agent_id.png\" alt=\"\" width=\"1463\" height=\"677\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083041\/service_now_agent_id.png 1463w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083041\/service_now_agent_id-300x139.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083041\/service_now_agent_id-1024x474.png 1024w\" sizes=\"auto, (max-width: 1463px) 100vw, 1463px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">Define a Work item routing condition in the Queue using the \u2018streamId\u2019 context variable, as shown in the screenshot below.<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083216\/service_now_agent_id1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone wp-image-60200 size-full\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083216\/service_now_agent_id1.png\" alt=\"\" width=\"1419\" height=\"685\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083216\/service_now_agent_id1.png 1419w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083216\/service_now_agent_id1-300x145.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231120083216\/service_now_agent_id1-1024x494.png 1024w\" sizes=\"auto, (max-width: 1419px) 100vw, 1419px\" \/><\/a><\/span><\/li>\n<li><span style=\"font-weight: 400;\">You must configure the Work item routing condition based on the \u2018streamId\u2019 in each queue. For example, if the routing condition of queue 1 has a condition on \u2018streamId\u2019, but in queue 2, no condition is defined on \u2018streamId\u2019, both queues qualify for this work item. Therefore, to avoid this situation, ensure that the Work item routing conditions are defined in all the queues, as explained in the previous step.<\/span><\/li>\n<\/ol>\n<p><span style=\"font-weight: 400;\">For more information on the Work item routing condition and queue, see the following links and sample screenshots from the ServiceNow product documentation.<\/span><\/p>\n<p><a href=\"https:\/\/docs.servicenow.com\/bundle\/tokyo-servicenow-platform\/page\/administer\/advanced-work-assignment\/task\/awa-create-queue.html\" target=\"_blank\" rel=\"noopener noreferrer\">ServiceNow Documentation &gt; Create a work item queue<\/a>:<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124357\/create-a-work-item-queue-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-60377\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124357\/create-a-work-item-queue-1.png\" alt=\"\" width=\"4334\" height=\"1877\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124357\/create-a-work-item-queue-1.png 4334w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124357\/create-a-work-item-queue-1-300x130.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124357\/create-a-work-item-queue-1-1024x443.png 1024w\" sizes=\"auto, (max-width: 4334px) 100vw, 4334px\" \/><\/a><br \/>\n<a href=\"https:\/\/developer.servicenow.com\/dev.do#!\/reference\/api\/tokyo\/rest\/bot-api\" target=\"_blank\" rel=\"noopener noreferrer\">ServiceNow Documentation &gt; Virtual Agent Bot Integration API<\/a>:<br \/>\n<a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124432\/va-bot-integration-api-1.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-60380\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124432\/va-bot-integration-api-1.png\" alt=\"\" width=\"4228\" height=\"2398\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124432\/va-bot-integration-api-1.png 4228w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124432\/va-bot-integration-api-1-300x170.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20231127124432\/va-bot-integration-api-1-1024x581.png 1024w\" sizes=\"auto, (max-width: 4228px) 100vw, 4228px\" \/><\/a><\/p>\n<\/div>\n<h3><span class=\"ez-toc-section\" id=\"Enable_Attachment_Sharing_with_Live_Agents\"><span style=\"font-weight: 400;\">Enable Attachment Sharing with Live Agents<\/span><\/span><\/h3>\n<p><span style=\"font-weight: 400;\">Follow these steps:<\/span><\/p>\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.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">Go to <\/span><b>System Properties<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>sys_cs_provider_application.list<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Configure<\/b><span style=\"font-weight: 400;\"> &gt; <\/span><b>Form Layout<\/b><span style=\"font-weight: 400;\">.<\/span><\/li>\n<li style=\"font-weight: 400;\" aria-level=\"1\"><span style=\"font-weight: 400;\">In the <\/span><b>Trusted Media Domains <\/b><span style=\"font-weight: 400;\">field, enter the domain you want to send and receive the attachments.<br \/>\n<\/span><a ref=\"magnificPopup\" href=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20240701132459\/sn-at.png\"><img loading=\"lazy\" decoding=\"async\" class=\"alignnone size-full wp-image-61985\" src=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20240701132459\/sn-at.png\" alt=\"\" width=\"2796\" height=\"1288\" srcset=\"https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20240701132459\/sn-at.png 2796w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20240701132459\/sn-at-300x138.png 300w, https:\/\/kore-wordpress.s3.us-east-2.amazonaws.com\/developer.kore.ai\/v10-3\/wp-content\/uploads\/sites\/43\/20240701132459\/sn-at-1024x472.png 1024w\" sizes=\"auto, (max-width: 2796px) 100vw, 2796px\" \/><\/a><\/li>\n<\/ol>\n<div class=\"alert alert-info\"><b>Note<\/b><span style=\"font-weight: 400;\">: This feature currently supports only the Utah and Vancouver versions.<\/span><\/div>\n<p>&nbsp;<\/p>\n\r\n\t\t<\/div>\r\n\t<\/div>\r\n<div class=\"ult-spacer spacer-6ae8c6b39478d\" data-id=\"6ae8c6b39478d\" data-height=\"10\" data-height-mobile=\"10\" data-height-tab=\"10\" data-height-tab-portrait=\"\" data-height-mobile-landscape=\"\" style=\"clear:both;display:block;\"><\/div><\/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 for Utah, Vancouver, and higher versions of the ServiceNow system....","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-59576","post","type-post","status-publish","format-standard","hentry","category-integrations"],"_links":{"self":[{"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/posts\/59576","targetHints":{"allow":["GET"]}}],"collection":[{"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/users\/17"}],"replies":[{"embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/comments?post=59576"}],"version-history":[{"count":51,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/posts\/59576\/revisions"}],"predecessor-version":[{"id":61989,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/posts\/59576\/revisions\/61989"}],"wp:attachment":[{"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/media?parent=59576"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/categories?post=59576"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/developer.kore.ai\/v10-3\/wp-json\/wp\/v2\/tags?post=59576"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}