ServiceNow Connect Chat Seamless Integration

ServiceNow Connect Chat integration allows single window chat escalation between BigFix AEX (web & Teams channels), with this enabled the end user doesn’t have to change their chat window when a live agent is connected for resolving an escalated issue. Following steps will demonstrate how this integration can be enabled:

  1. Log into Global admin and navigate to Tenants page under Provider tab.
  1. Click on the configure buttonIcon Description automatically generated available in actions column.
Figure 1. Figure 115 – Global Admin Tenant Page
Table Description automatically generated
  1. In tenant’s configuration page, click on Open link on “Choose Integrations” card.
Figure 2. Figure 116 – Tenant Configuration Page
Graphical user interface, application Description automatically generated
  1. Click on “Snow Chat Transfer” connector.
Figure 3. Figure 117 – Connector Selection Page
Graphical user interface, application Description automatically generated
  1. Once the ServiceNow (SNOW) connector page opens, fill out the required fields in the form that is given by snow-chat-transfer integration User Name, Password, Base URL, Chat Queue and Publish API Key.
Figure 4. Figure 118 – SNOW Connector Configuration Page
Graphical user interface, text, application, email Description automatically generated
  1. It’s always recommended to test whether the credentials given are correct. Click on the Test button. If it is correct, the tick icon will be shown, else the cross icon will be shown.
Figure 5. Figure 119 – SNOW Connector Configuration Page Testing Connection
Graphical user interface, text, application, email Description automatically generated
  1. Click on Generate Key button to generate the publish key. Publish API Key is used to publish the messages to the BigFix AEX chat window.
Figure 6. Figure 120 – Generate Key for Integration
Table Description automatically generated
  1. Click on Save button to enable the integration.
Figure 7. Figure 121 – Integration Successfully Created
  1. Launch the instance from the tenant configuration page to view automated rules created for the ServiceNow Instance.
Figure 8. Figure 122 – Launch Instance from Tenant Configuration Page
  1. In the tenant instance, navigate to Integration module  List of integrations
Figure 9. Figure 123 – Tenant Integration Page
  1. On searching for rule named “SNOW_CHAT_TRANSFER”, you will see a new rule is created for the ServiceNow seamless chat transfer integration named SNOW_CHAT_TRANSFER.
  2. Click on edit from the actions column to see all the information regarding snow-chat-transfer integration for the current instance.
Figure 10. Figure 124 – Edit Integration Page
  1. Note the endpoint from the Integration URL/Action field for future reference.
  2. When creating dialogues in the current instance, to use the integration, ensure to add “agent_chat_mode” = true in dialog node where you are calling rule for snow_chat_transfer.
  3. Seamless Transfer Screenshots:
Figure 11. Figure 125  Demo for Seamless Transfer
  1. An example of the live chat integration with BigFix AEX and ServiceNow connect chat is shown below (chat can be disconnected by typing Disconnect on the agent side):
Figure 12. Figure 126 - ServiceNow Connect Chat with BigFix AEX Seamless Transfer - Same Window