so before getting into the topic I quickly want to talk about the additional resources as usual so we do have our forums for virtual agent and a separate forum for agent chat AWA and sidebar in our service now communities do take a look you'll find very helpful information about what's coming in Vancouver and any new articles um and any um new ways of uh integration so all those informations are available in the communities all ourm are recorded and posted in our YouTube channel so please do subscribe our YouTube channel conversational interfaces academy uh today's session is also recorded and um posted in this channel for your future reference so whenever you want to refer any topic just go to the channel and you'll find the topics and just go through the details to get some quick help today we are going to do a um a demo and the details how you can allow your requestor in WhatsApp to connect with the agent in service now uh we both have done another session in the past where how and a requester using SMS can connect with the service now agents so today is the uh topic with WhatsApp which may has uh most of the integration similar to what what we have done in the past Mark will be guiding through all those steps he'll also do in a demo if you need any deeper information about any uh T your Integrations it's nice to refer the previous Academy that we have done with SMS our goal for today is we'll give an overview 3 minutes how this integration works and then we do in a demo and and then as usual we go through all the configuration steps that you need to accomplish this particular integration and then we leave five minutes for the Q&A for the housekeeping if you have any questions please do post all your questions in Q&A uh not in the chat so it's easy for for me to go through all the questions at the end of the session try to respond to all those questions so with that said let's get into the topics so looking at the screen you might have got a idea that there is a WhatsApp on the uh left side it's in the mobile you request to re in the WhatsApp Ruby Thomas and then on the right side I have the service now uh agent workspace where agent is getting the chats and responding to all the requesters that they are receiving in the middle I have highlighted what are the available status that an agent can have there are like you can uh add like lot many different available status as per your use case for this demo I have added if it is a case chat or phone SMS WhatsApp all those chats when an agent is uh set status available the agent will start receiving all those messages so in this one when Ruby has uh some need some help and she connected from the WhatsApp using the trio uho integr and then I have also shared how the virtual agent is asking some common questions hey uh like please enter your request or make a selection and provide a chat with our agent or get product support or virtual agent feedback or welcome and WhatsApp requestor based on the selection that they made in this case it is one to connect with the live agent then willo sends that request to the agent in agent workspace so as usual for the agent there is no difference with the experience they receive the request in their agent inbox they reject or accept or if they accept it comes into their agent chat window and they will start responding to the WhatsApp users there is no difference for the agent experience it everything stays same they can use it public chat private chat they can send uh and share files they can also share the KB articles if they want to transfer to another agent they can use the uh option to transfer to another agent so everything stays same for the agent side now while on the WhatsApp side there are few limitations whatever the WhatsApp is providing let's say there is a file sharing yes and Emojis all those um things will be shared with the agent from the WhatsApp these are the key uh few key uh feature highlights like if you look at the screen I have uh uh made it in a way that you can see how a request from the WhatsApp came into the agent workspace so if you look on the left side in the inbox so there is a new request that entered for the agent and it does show that this is coming from the WhatsApp and I am as uh if you want like more information you can do those customizations just to make sure that like it's coming from the WhatsApp if you wanted from which region it is coming all those you can add it based on your use case I have also added like time uh to accept just to make uh aware the agent we are giving 15 minutes for the agent to accept this particular request from the WhatsApp you can change your time based on your use case so you can initiate WhatsApp conversations with or without virtual agent it's not mandatory that you need virtual agent but if you want some common questions to be asked before connects to an agent you can use Virtual agent if you doesn't want and directly wants to connect conect to an agent yes you can directly connect to your uh live agent and it also allows to search the Articles Community post and knowledge articles within agent chat and um agent can share those informations so every WhatsApp chat that gets into the work item it uh it also can show that which agent is working on that particular work item for the WhatsApp so every troubleshoot that you do on the for the agent side in the service now everything stays same with that said I'm going to hand over to Mark to to a demo how this integration works over to you mark okay thank you I am going to take control of the screen here and uh can everyone see my screen I should see uh my mobile device on the left and on the right the agent screen Sammy can can you see the screen okay yes it looks okay perfect all right so what we're going to do is a quick demo and then we'll get into the setup steps here um so again we're on a mobile device um and on the right hand side we've got our agent so what I'm going to do first of all is um um John my agent is going to make himself available and under these statuses as you've seen earlier we've got chat um case phone SMS and WhatsApp available and you can toggle these on or off and you can also specify different ones so you can see I've got another enable one here um that doesn't have anything in it currently right now we don't have any other channels so from an omni Channel standpoint you can set these up very uh easily um if they're away on break Etc so that's under the advanced work assignment um and routing piece of it um very easy and we'll take a look on how to set those things up here as well so and currently I made myself available for WhatsApp and from my mobile device I'm actually going to uh join in this case my sandbox and what you can see has come up it's says you're now available for your sandbox and I've got a keyword saying hi which is going to initiate that session going across um let me just I was doing some practice sessions here earlier let me just end up so um the reason I did that here is if the if your session does get disconnected you can continue the conversation there as well so now I'm going to actually go and do high and you can see that we've got a variety of different options in here during the configuration stage is where you can set what these values are so um earlier today um I added in the uh business support hours this is a virtual agent uh communication so in this case here from a WhatsApp user I would just click on one to check what the business support hours are and this is all coming from the virtual agent um is there anything else I can assist you with yes there is this particular case um from the virtual agent conversations um you set those up and you tell it which channels in this case what'sapp you want these to be available and then it automatically will add it into here so for the pro purpose of our demo today we're going to actually go through and chat with an agent so I'm going to do number two and on the right hand side you'll see that this has now come in now I've set it only for a minute for accept um and I've given the options for accept and reject again this is fully configurable um it's not customization so it's all done at a business level um and we have a certain time period to do this after that time period it goes back into the queue anyone else who is in this particular queue um will then have access uh to this record and it will go over to the next person it will not send it to my uh to me again and you can see that it's picked up who I am when I'm logging in so I'm actually going to go through here and accept um and the reason that it's picked up my name is because I have the corresponding uh phone number within the system if it doesn't it will just say guest and you can always update that information as you're going through so once this comes through you'll see um on the left hand side it's automatically come up with a quick message here and we do have a variety of different things as Sammy was mentioning earlier we have the public chat the private chat which is internally with there and then we've also got um some quick actions here and Within These quick actions area um there's a couple ways we can do it you can either go from the uh clicking on it and going into these various items um autopilot will allow you to initiate a virtual chat session so if a question comes up um and and it is a long drawn out um you know I need to change my address rather than have your agents deal with it you can set up what's called an autopilot and that will then flip it back over to the virtual agent who will then ask questions get responses from that user ask another question get a response and all of that will go uh seamlessly through that virtual agent experience and once it's finished it will then release the virtual agent experience and put it back into the agent's hands so they can continue on with it so very nice feature um something that you can um ask about um and look into uh the is the autopilot uh pilot feature um the other options that we have here if we need to create a case you can set up creating incidents there's a variety of different things so in this particular case here uh I'm going to go in and if I do a forward SLR this will give us our response templates and we have a few different ones and you can put in different um different codes so in this case here I can say GM for good morning um select on it and then I can send this across and you'll see that this will pop up over on the left hand side um again we can use the um on the side here thanks hope you're having a good morning as well and I'm using the the voice on that particular one and you can see that this kind of goes back and forth um the autopilot feature again if I select on the autopilot feature um if they question comes up hey what are your business hours I can actually just punch this over to the virtual agent instead of having to type anything in the virtual agent takes control and you can see now it's finished and now it the autopilot is off so that's kind of how it works but you can do long drawn out ones there as well um if you do need to transfer it to another queue you can do that uh transferring to an agent adding attachments as well as from this um side here if I would like to take a picture uh within my um item here oh my photos do not work on this particular phone so if I go under here and I'll just go under my gallery and I'll just take a picture of one of my plants and add that in um this will get uploaded and you can see that this upload will go through here and will now be appropriate uh appr appropriately added to this record here as well now I'm going to expand the screen here so we can see all of our different details that we have from here once you're in this particular um uh interaction record we can go in and create a case we can set up different buttons um again all configurable not customized so make sure you understand the difference between the two customization would be coding configuring is just going into the back end using drag and drop and telling the system what you'd like it to do so all of these buttons and everything you would just add these through a configuration process we do have the the ability to add additional things within the agent workspace as well if we want to add additional attachments outside of the um the flow for the WhatsApp we can do that as well and we can also change the look and feel of what we have here to clear out some space and make things bigger um again fully uh configurable so in this case here I'm going to go in and end this conversation here so we can get into the um uh setup portion of the demo and if I go back to my side here you can see that the conversation has ended here okay so what I'm going to do here is I'm I'm going to flip over um let's go back over to here and let's go to uh the configuration walkthrough so there's a few things that we're going to need to do um so from a plugins and roll standpoint um there are a few different plugins that would have to be installed to the conversational inter uh integration with WhatsApp um we'll do have to do a couple setup things there um virtual agent topics if you uh want to use the virtual agent side of thing and then making sure that you have um the advanced work assignment uh components and those plugins installed there is a link for documentation here as well from the integration side within the instance that you have uh you would need to set up a twilio account and that would be through twilio.com once you go in and set all of those up you'll be given um an SID number and a token um your phone number and then what your what'sapp join and your computer uh container name um that you would use to do that um from the service now side of things set up an instance uh whether that be a developer instance trial instance or a full-blown instance you would set that up and then we'll go through and do the configuration pieces of those um and that's going to go through where we add in the account we make sure they're all working we set up the different spokes um and and uh the web Hooks and all that those types of things and all of that information is given so this is what the screen will look like when we go into it and then once those are done then we'll go into the channels making sure everybody's enabled for notifications making sure that we've got the right channels Associated the statuses and all of those types of things for there um and we will uh go in and take a look at these service channels and some of these other areas here as well um finally from here is from the advanced work assignment setting that up so that when the WhatsApp comes in it goes into the right CU um and you can set those up to be automatically um go to specific uh agent or you can have the system um set it up that it goes into round robin or some sort of uh queuing system where people can choose uh whether they're going to accept that or not um if you don't want to do that way you can again turn those options off very easy to do that as well so let's go into the live setup steps here and let me just uh go back into here and we'll take a look here so the first thing that we need to do here is we need to go under that plugins area and if we go under the what's app and type in what's app um you can see that I've got my conversational integration with WhatsApp powered by twilio is here and up to date one thing to keep in in mind if you have pre uh loaded in these uh plugins previously make sure that they're up to date because there are updates that happen um and it will say um update required or update needed and once it does you just select on it choose the update and make sure it goes through um so just double check that those are are up to date if you've already done those installs and there was that list I'm not going to go through each of the uh plugins that you need to install from that standpoint uh the next thing we want to do is go under the conversational interfaces area um now you can go in under the all and type these in I've favored a a bunch of these already within the list and then I've also got them tabbed up here so if you're going to be doing this um it's very easy just to make a favorite list on these and this is where we are right now under the conversational interface area from this uh screen this is where we can actually go in and do a variety of different things if we want to add a bot to a portal uh look at bot conversations that we want to add within this check the interfaces Etc and there's a bunch more that you can do and these are just how to set these things up and we'll take you to the correct areas to do that but under our settings area this is where we're actually going to go in and make sure that what'sapp is in the system um so it's been installed within the system um if it's not you can um if you haven't done it through the plugins area you can go through the general and uh click on install and it will just basically install that component for you uh let's just wait for this to come up here and what this will allow you to do is see all of the different areas um within the um uh within the system so we can see these are our installed plugins and if we go under our channels and routing currently we have six channels installed and within this one I've got teams integration I've got slack I've got WhatsApp Amazon connect so there's a variety of different Integrations that you can do but this is done uh through that channels and Integrations area through the general Tab and then if you want to set up some virtual agent things you can go in like branding and things like that can be done through this particular area that is for another webinar from the twilio standpoint there's that s number that we had there's an authentication token and when you set these up and do connect it should come up and say connected to twilio and give you the corresponding phone number and this should populate with the information that is provided from twilio and that once you have this connected to twilio then you know the connection is good and then you can actually go um on to the next steps nothing more from this screen that you need to do uh in this particular one um you would then go in get your service now instance up and running um however that may be and then from here we're going to go in and do a variety of different things in this case here I'm going to turn off this the banner along the top or actually just move this over to the bottom right just to get it out of the way here um and in this case here this is our service channels um there are some pre service channels out of the box and you can see that um there are a variety of different ones here you could have multiples and just tell them this is a case for customer service or you could have a case for a different um table attached to a different table if you wanted to in this case here we've got a WhatsApp um interaction record so I'm going to actually open up this particular record and in here shows us a variety of different information within the system so um if you only want this to pop up with certain conditions um you can set those up as well in this case here we've got a sub subtype of messaging live interaction that says it it is a WhatsApp but if there are additional um uh conditions that need to be met in order for that WhatsApp to be able to be accessible um you can set these up in here and then from down at the bottom there's a few different things we can do the capacity and utilization so in this case here we're saying for uh any particular agent there's they can only have a maximum of four at at a time and everyone that comes in counts as one so you could say there's a maximum of four um but if it meets certain conditions then um the default work size is actually worth two um so you'd only be able to do two at a time so um that's something to look at as well but by default usually it's just one and you can set your default capacity here once you reach four if any other ones come in they will not be able to uh pull these in um if you want to override you can definitely do that and which Q is associated with that is our WhatsApp Q here from the standpoint of the um um the agent queuing this is where we would actually go into their our agent what'sapp Q um again if we have any conditions we can meet those if there's any eligibility assignments there we can do that now there is the grouping and this once we select on this particular group we can then go in take a look at this particular group and I'm going to open this preview window here and what this is going to do is this is going to allow us to add in the particular member so who is going to be able to see this WhatsApp when it comes in in this case John or Ruby Thomas who's the other agent if you want to do a group you can set this up so um different roles groups Etc all of this is done from within that area on the groups once those have all been set up we would then go under our present States and in this case here we've got all our available States and you can set them up for a variety of different things in this case here I'm going to sa for the CSM agents and from this standpoint here um this is where you would tell it which service channels are available Within in this um particular I believe it was uh within our I must have closed the other window uh within our um agent here when we have our dropdown this is where we're telling it what is going to be available is under this um presence area here and then you can say show all channels show all groups Etc and do some restrictions there finally when you go down to it you're going to set up your user and this was the user that I did and make sure that that user within the system um because we have a corresponding phone number it knows who we are they're already in the system make sure that they're enabled um if it is a guest user then it uses the guest account and just make sure that guest account is enabled as well um but it will create a user within the system um if you want it to uh when that WhatsApp comes in so it will take the information and you and have a workflow that would actually create a new user within your system um uh in order to get that done and from a setup standpoint that's really all that needs to be done from that setup piece of it um and let's see here um and that was really all that I had from the setup thing I think we have a few minutes left um and it looks like there are a couple Q&A questions and there are a vary in the chat area uh Sammy do you want to start going through some of those and I'll stop the share sure so there's a question in chat what about the security is there something that can be set up in this configuration uh okay and in what respects from a security like when setting up from the WhatsApp to service now let's say is there any security that can be checked in the WhatsApp so that the bad users don't get uh connected with the service now agents um Victor uh do you know offand um there are different settings that you can do that can do some validation uh within here uh I don't know if Victor's on or um uh from the product perspective so we are not adding any special Securities uh capabilities for the product but from the service no platform form side for any set of Integrations you can uh connect with the Integrations team your uh solution consultant or your account executive can help you to get connected with the integration Department who can help you to add uh the different set of Securities uh to add it to your integration that's one and I have two more uh questions in Q&A Proctor uh Victor do you want to take uh take a shoot at this question this is related to Virtual agent team integration which question so uh when using virtual agent team integration with live agent chat uh does service now recognize when a user performs a reaction to a chat comment we are seeing that user or apparently reacting to a chat comment which support text believe is supposed to be captured we find nowhere that suggest it should work it's not so that's not available and then we have another question from ktie of with this WhatsApp integration within a live agent so we also uh demoed how to add virtual agent before WhatsApp connects to the live agent so when you when uh using virtual agent if nlu is enabled will that also work in WhatsApp will that work yeah I mean I can answer that one from a virtual agent standpoint all we're doing is pointing the virtual agent to the WhatsApp so the nlu um is the same as what it would be if you were doing virtual agent through um a portal or some other means so that is all done on the virtual agent side of things it's not done in in the wsapp site which means that when the wsapp is pulling that virtual agent it's actually doing everything from within that virtual agent side of things so the answer is yes um the nlu um Associated information would be there because it's utilizing directly from that uh virtual agent site it's not something that has to be configured within WhatsApp okay thanks Mark we have one more question uh this is the last question is there a way to post the incident or request number created by live agent during the interaction on Flo of a conversation uh I'll try to answer this go ahead yeah as uh agents can share the incident or request created with the users whether in SMS or than WhatsApp but make sure the user requester in WhatsApp has access to service now because it goes as a link from the agent so when the WhatsApp requestor clicks on the link it opens in service now so they do need access to service now to look into those incidents or request numbers on the does and that would be done through a portal so they would need access to service now through and you could give them access through a portal so they would have a login um so they're authenticated within that portal um and that would also ensure that they only see the records that they are able to see and that they have rights uh and roles to see so once they do log in without authentication they'll be able to see that new one that was created for them um but they would only see that record they won't see any other records it's not like a blanket once they log in they can see everything thank you Mark with that said we don't have any more questions and we are end of the session thank you everyone for making time to attend our session today uh we'll see you soon with another topic after two weeks thank you