0
1.3.1
Zurich, Yokohama, Xanadu
Conversational Appointment Booking enables customers to manage appointments using the ServiceNow Virtual Agent via native chat capabilities. Virtual Agent topics are provided to support Customer Service Management Walk-up appointments.
- Enables authenticated customers to schedule, reschedule, or cancel appointments using the Virtual Agent application over ServiceNow native chat or the Engagement Messenger application.
- Enables agents to use Conversation Autopilot and invoke appointment scheduling, rescheduling and cancellation topics by delegating part of the conversation to a Virtual Agent.
- Enables admins to use the Appointment Booking Rich Control in a Virtual Agent topic.
Starting with the Xanadu release, the Conversational Appointment Booking capabilities such as scheduling, rescheduling, and cancelling the walkup appointments are available for the unified consumer role (sn_customerservice.unified_consumer). This role is assigned to internal users who are employees and can also act as consumers. For more information on unified consumer, see Configuring a user as a Unified Consumer on docs.servicenow.com.
- Ensure the following plugins are installed and active on your instance:
- Glide Virtual Agent (com.glide.cs.chatbot)
- Appointment Booking (com.snc.appointment_booking)
- NLU Workbench (com.snc.nlu_studio)
- Studio (com.glide.dev-studio)
- Conversational Appointment Booking Components (Store app) (sn_va_appt_sch_nac)
- Optional plugin: This plugin provides the topics and topic blocks for the CSM Walk-up use case:
- Walk-Up for CSM (com.snc.walkup_for_csm)