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ServiceNow chatbot
  • 03 Sep 2021
  • 1 Minute To Read
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ServiceNow chatbot

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You can use ServiceNow Virtual Agents to deliver Whatfix content and assist your users.

For example, if your users want to know how to create a lead in the Salesforce app, then you can reply with the appropriate Flow(s).

If this is your first time creating a Virtual Agent ServiceNow, we recommend reading the following ServiceNow articles.

Prerequisites

Install Glide Virtual Assistance plugin in your ServiceNow account.

To create a chatbot in ServiceNow and integrate it with Whatfix, follow the procedure listed below:

1. Log in to your ServiceNow account.
2. In the search bar, search for designer, and in the left pane, under Virtual Agent, click the Designer option.
servicenow_search_bar_virtualagent
3. Click + Add a Topic button.
servicenow_Add_a_topic

your title goes here

Topics are automated conversations that your users can have with the chatbot, i.e., the use case or goal. You can have as many topics as you want.

4. Enter the property details.
servicenow_topic_details

Field Description
Name Unique name for the topic block that reflects its functional purpose. This name appears in the list of topic blocks that topic authors can choose from when creating or updating a topic block.
Description Brief explanation of the purpose of the topic block. For example, Retrieve records.
Keywords Words or phrases that users type to trigger the conversation
Category Type of topic, used to identify and group related topics. For example, setup or small talk topics.
Condition Expression logic that controls when the topic is available to users. Can include one or more conditions to control who sees a topic in the Virtual Agent client. If left blank, the expression is true.

5. Click Save.
servicenow_save_topic
6. Click Edit Topic Flow.
servicenow_edit_topic_flow
7. On this page, you can create and edit the conversation flow and the bots response. Drag and drop the link block from the Bots Response section.
servicenow_bots_response_section
8. Enter the Response Properties.
servicenow_link_block_details

Field Description
Name Name that describes what the block is
Header The header displayed at the top of the bot response bubble that contains the URL. This info is visible to the users.
URL The URL link to the location displayed to the user in a bot response. We will add the Flow URL here.

9. Click Save.
servicenow_save_bot
10. Click the back icon.
servicenow_back_button
11. Activate the topic using the Active toggle button.
servicenow_activate_toggle


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