ServiceNow Setup

In order to integrate with ServiceNow live agent, you need to make sure the following plugins are installed in your instance:

• Advanced Work Assignment (com.glide.awa)
• Agent Chat (com.glide.interaction.awa)
• Conversational Messaging (com.glide.messaging.awa)
• Conversation General Settings (com.glide.cs.settings)
• Glide Virtual Agent (com.glide.cs.chatbot)
• Virtual Agent API

To double check, login to your instance and search for Plugins in the search box and then search for each line item above to make sure they are installed and if not click to install to install them.

Chat Setup

Make sure the ‘Global Fulfiller UI’ is set to ‘Agent Workspace’.

Advanced Work Assignment Setup

Search for “Advanced Work Assignment” and check the following:

• Service Channel
• This channel needs to be created against the ‘interaction’ table
• Type should be ‘Chat’
• Active should be ‘true’

• Presence State

The ‘Active’ state needs to be enabled and then associated to the appropriate service channel. By default Active should be true if the above said plugins are active

• Assignment rules

The assignment rule should be already present. If not create a sample rule like ‘SampleRule’ below

• Queues

The queue should be against the service channel from the previous step. Create a sample queue like ‘SampleQueue’ if none present.

Click on the Queue name, in the details page of the queue under “Assignment Eligibility” tab apply the assignment rule to the queue:

• Add Eligibility
• Associate the group - this group should have:

•  ‘awa_agent’ and ‘workspace’ role
• Should have the agents

Import and Commit Aisera UpdateSet

ServiceNow has an out of the box sample provider called ‘VA Bot to Bot Provider’ but we will not be using it. Instead use the update set provided by Aisera. The update set contains the following:

• A new Messaging Provider called ‘Aisera  ServiceNow Bot to Bot Provider’. It will also use the same bot-to-bot channel. This will reuse all IH actions which are out of box provided by ServiceNow except

• ‘Contextual Action’ as the out of box does not support ‘START_CONVERSATION’.
• ‘Virtual Agent - Bot to Bot Sender’ as this uses a localhost url for sending data. This should point to Aisera’s liveAgent/receiveMessage API

• A new Messaging Provider Application  called ‘Aisera VA Bot to Bot Provider Application’. This will be similar to the OOB ‘VA Bot to Bot Provider Application’ but it will point to Aisera Messaging Provider.
• A New Scripted Rest API ‘Aisera ServiceNow Bot Integration’ with a postMessage method.
• Script includes needed for communication with Aisera
• A table ‘Aisera Live Agent Info V2’ to hold the metadata about the Aisera system which this instance of ServiceNow communicates with.

Import the Update Set

Import, Preview , and Commit the update set.

Add Aisera Configuration Info in ServiceNow

The updateset will bring in a table called ‘Aisera Live Agent Info V2’. This table will hold all the info that is needed to communicate with Aisera.

The URL to reach this table would be https://$instanceName.service-now.com/nav_to.do?uri=%2Fsn_va_as_service_aisera_live_agent_v2_list.do

All above information should be populated properly.

Aisera Setup

Prerequisite: The Aisera App, ServiceNow Integration, Datasource, channel setup should be completed.

Integration Setup

Integration should be instructed to use the ‘Live Agent API’ as Paris.

Get to your ServiceNow datasource and make the change. Save it.

Live Agent Setup

Login to your Aisera admin UI and from the left dark gray panel Settings >> Aisera Apps >> Add Live Agent

In the popup page:

• Choose the appropriate ‘Integration’ . This would typically be the same integration you use for integration with ServiceNow instance.
  
  
• Provide a random number for namespace.
  
  
• Queue Id is not needed for ServiceNow Paris integration with Agent Workspace..
  
  
• Provide ‘api/sn_va_as_service/aisera_bot/integration’ as the API Path. If you do not provide it, we will use the ServiceNow out of the box API.

Click OK, and you're all set up!