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3.14.3
Yokohama, Xanadu, Washington DC, Vancouver Patch 8, Vancouver
REST APIs
Use Virtual Agent API to integrate any chat interface or bot with ServiceNow Virtual Agent. The REST API supports the following primary use cases:
- Integrate Virtual Agent with any conversational channel that isn't pre-built for Virtual Agent.
- Store your messages from the phone channel in ServiceNow using Transcript API.
Virtual Agent as an Interactive Voice Response (IVR)
Integrations related to using Virtual Agent in Contact Center as an Interactive Voice Response (IVR).
Partners can leverage APIs to build integrations to use Virtual Agent in their contact center flows.
This application includes
REST APIs
- Base system bot-to-bot integrations with ServiceNow Virtual Agent.
- Secure file uploads from a private URL.
- Synchronous handshake enhancements.
- Integrate Virtual Agent with any channel that supports a conversational interface.
- Integrate a primary bot in your bot ecosystem with Virtual Agent as a specialized service delivery bot.
- Transcript API allows storing of phone transcripts from a third-party system in the ServiceNow Message table.
Virtual Agent as an Interactive Voice Response (IVR)
- Allows partners to develop Virtual Agent to become a plug-and-play IVR in their contact centers.
- New
- When the primary bot transfers a chat to a live agent, Virtual Agent API sends the agent Id, in addition to agent name and avatar, to the primary bot.
- Primary bot can send chat history to live agent anywhere in the request during the ongoing conversation.
- Interaction record contains transcript of chat history along with timestamp of individual messages.
- Changed
- Fixed a defect pertaining to incorrect survey values being set in the assessment table through the bot-to-bot channel.
- Removed
Virtual Agent API requires the following plugins:
- Glide Virtual Agent (com.glide.cs.chatbot), which automatically activates the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter)
- Virtual Agent API (com.sn.va.as.service)
- External Agent Management Util Pack (com.sn_ext_agent_management_util)
If you're upgrading from a version prior to version 2 and if authentication is required for your instance, you must revert the customization before upgrading.
If you are upgrading from version 2.x or later, you can ignore the previous step.