How to integrate ServiceNow Virtual Agent with Slack - Support and Troubleshooting

How to integrate ServiceNow Virtual Agent with Slack Summary This article explains the steps to implement/configure ServiceNow Virtual Agent with Slack and establishes the communication between these two entities.

Please consider it as a reference and you can add your customisations on top of it for implementing your business requirements.

Release London release onwards

Instructions

Prerequisite:

You should be an admin on both a) ServiceNow and b) Slack Login to your ServiceNow instance as an admin and start with activating Glide Virtual Agent plugin.

Install Glide Virtual Agent Plugin

Click on Install and you see the following:

After successful plugin activation, reload your browser and you see Collaboration application in menu navigator:

All virtual agent chat messages are processed via dedicated worker thread pool named glide.cs.worker.num_workers with Pool Size: 2 which is visible from stats.do as shown below:

Install Virtual Agent Integration with Slack

Roles:

virtual_agent_admin and external_app_install_admin or admin Administrator for third-party applications i.e. Slack here Procedure:

Navigate to Collaboration > Messaging Apps Integration. Next to Slack, click Install. In the pop-up message for confirming redirection to Slack to verify your identity, click OK .

Click OK and platform redirects you to slack page asking to enter your slack workspace and then login with respective credentials. After successful authentication, you come across below Slack page:

Click on Allow and you see below screen:

Click on Manage Apps and you’re back to ServiceNow page.

Now when you go to your Slack page/account now, you see Now Virtual Agent in app list. When you don’t see this just refresh your slack page in browser.

Click on Now Virtual Agent app and type Hi, it asks you to Link with ServiceNow as shown below:

Click on Link to ServiceNow and it takes you to another page asking to confirm/deny.

Click on Confirm and it takes you to your ServiceNow user profile page showing below confirmation:

And you see below confirmation on your slack account now:

Now we are done with all the configurations so let's do some testing. Out of the Box, clicking on Choose an option as shown in above image, you see these two options out of box:

Live Agent Support - Opting this transfers you to Live Agent (provided that configuration exist) Provide Virtual Agent Feedback - Opting this asks you sharing your experience with different smileys a) Good b) Neutral c) Bad Going forward with Virtual Agent , you can leverage Virtual Agent Conversations which are additional plugins that can be installed on top of this baseline implementation and automate many of your daily tasks.

Please find below the list of commonly used Virtual Agent Conversations that brings you predefined virtual agent conversations with reusable topic blocks:

ITSM Virtual Agent Conversations

Customer Service Virtual Agent Conversations

Human Resources Scoped App: Virtual Agent Conversations

Related Links This integration is also available in ServiceNow Store now as Conversational Integration with Slack