This API is designed for server-to-server integrations, allowing end users to interact with Virtual Agent through various chat platforms. For chat interfaces requiring transformation of unsupported controls, the Custom Chat Integration Framework is recommended.

How It Works

• User input is submitted via a third-party chat interface or primary bot.
• The input is sent as a POST request in JSON format to the Virtual Agent API inbound REST endpoint.
• ServiceNow’s AI Platform authenticates and processes the request, routing it to Virtual Agent or a live agent.
• A POST response JSON with the bot’s reply is sent back through the outbound REST endpoint.
• The primary bot or chat interface displays the response to the user.

Key Features

• Supports rich control features and notifications consistent with Virtual Agent and Agent Chat.
• Version 3.0.x adds file upload from private URLs and synchronous handshake improvements.
• Enables bot-to-bot communication in multi-bot environments with automatic closure of idle conversations.
• Supports configuration of multiple provider applications to differentiate AI agents in complex integrations.
• Includes scripted extension points for transforming API requests and responses into supported formats.
• Enables Now Assist experience to support generative AI skills across multiple provider channels.

Installation and Configuration

• Install the Virtual Agent API app from the ServiceNow Store.
• Review and configure the Scripted REST API inbound endpoint and set up authentication (Basic, OAuth, or Message Authentication with Static/Hash tokens).
• Configure the outbound REST endpoint URL and authentication to receive responses from Virtual Agent.
• Set up provider applications for managing multiple primary bots if applicable.

Limitations and Compatibility

• The API does not support chat branding via this integration.
• Requires a Pro license similar to Virtual Agent.
• Compatibility varies by version, supporting releases from Paris through Washington DC, with some features limited in Quebec.

Practical Benefits for ServiceNow Customers

By using the Virtual Agent API, customers can seamlessly integrate ServiceNow Virtual Agent capabilities into their existing chat platforms or bots, extending conversational support across multiple channels. This enables automation of service requests, ticketing, and other enterprise tasks directly within familiar chat environments, improving user engagement and operational efficiency. The API’s support for complex multi-bot scenarios and advanced authentication options ensures secure, scalable, and flexible deployments tailored to enterprise needs.