---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Virtual Agent bot-to-bot integration

# Virtual Agent bot-to-bot integration {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
The Virtual Agent API supports environments that use multiple bots. In
this situation, a primary bot communicates with third-party secondary bots, such as a ServiceNow bot.

There are two types of bot communication with the primary bot:

* If the primary bot understands an end user's request (intent), the primary bot routes the request to the appropriate secondary bot, which displays the corresponding topic.
* If the primary bot cannot determine where to route a user request, the primary bot can broadcast a user's request to all secondary bots. Each secondary bot returns a prediction confidence score for determining the end user's intent. The primary bot then routes the request to the secondary bot with the highest prediction confidence score.

{#bot2bot__ul_hp5_yrq_fnb}

In both scenarios, the ServiceNow bot informs the primary bot when the
request is completed or when it cannot continue handling the request. The primary bot can then
determine whether to inform the end user that the conversation is complete or provide further
assistance.
Figure 1. Bot-to-Bot ecosystem with ServiceNow Virtual Agent as a secondary bot

The ServiceNow secondary bot uses a standard request and response
through REST endpoints. When the request is received through the Bot Framework or an enterprise
app seeking to integrate with the ServiceNow bot, the response for a
request is sent asynchronously via the API to the requesting system. Virtual Agent supports Live Agent in the channel as well.

## Properties for bot-to-bot integrations {#bot2bot__section_wq4_1sw_qmb}

You can add system properties to configure the following:

* Starting with version 1.3: Logging for the Virtual Agent API
* Number of times that the Virtual Agent bot tries to get a response
* Bot normalization score
{#bot2bot__ul_f5z_bv2_fpb}  
{#bot2bot__table_mcm_2vw_qmb__entry__3}

| Property | Description | Default value |
|-|-|-|
| va.bot.to.bot.logging_enabled | Starting with version 1.3: Option that enables logging for the Virtual Agent API. To enable logging, set the value to True. | False |
| va.bot.to.bot.take.control_times | Number of times that Virtual Agent tries to get a response, after which control is returned to the primary bot. | 2 |
| va.bot.to.bot.score.normalization_factor | A value used to normalize the prediction confidence score returned by Virtual Agent, if the primary bot does not use intents to route requests to the appropriate bot. | 1 |
[Table 1. Bot-to-bot properties]

{#bot2bot__table_mcm_2vw_qmb}