Using the Now Virtual Agent app

Now Virtual Agent allows you to perform ServiceNow tasks directly in Zoom Team Chat so you can work more efficiently using chat. With Now Virtual Agent, you can:

• Execute routine ServiceNow actions via chat
• Exchange data seamlessly with your existing ServiceNow apps
• Find answers to frequently asked questions
• Resolve common IT requests and HR tasks across your ServiceNow cloud services.

This article covers:

• How to install the Now Virtual Agent app
• How to configure the Now Virtual Agent app in Zoom
• How to use the Now Virtual Agent app
• How to uninstall the Now Virtual Agent app
• Permissions granted for the Now Virtual Agent app integration

Prerequisites for installing and using the Now Virtual Agent app

• Free or paid Zoom account
• A ServiceNow admin account to install and uninstall
  Note: Users must have an active ServiceNow account with virtual agent capabilities to use this application in Zoom Team Chat.

How to install the Now Virtual Agent app

Note: If your admin has installed the Now Virtual Agent app, the app will automatically be installed for you within the client.

Install Conversational Integration with Zoom Team Chat plug-in

1. Sign in to your ServiceNow account as admin.
2. Open the ServiceNow Store.
3. Search for Conversational Integration with Zoom Team Chat and then click the app.
4. In the right-side panel, click the Get button to request the app.
5. Go to your instance and search for Zoom in the search bar.
6. Under Zoom Team Chat integration, click Installation.
7. On the right side of the page, click the Install button.
   Note: Without the plug-in installed, the page will not be available.
8. In the pop-up window, click Ok.
   You will be prompted to sign in to your Zoom account in the web portal (if you are not already) and authorize Zoom access to your account.

Integrate with Zoom Team Chat

1. Sign in to the Zoom web portal as an admin.

   After signing in, you will be directed to the verification page.

2. Click Allow.
   After the installation, you will be directed to the success page.

3. (Optional) Open your Zoom desktop client.

4. (Optional) Click the Team Chat tab.
   You will see the Now Virtual Agent chatbot.
   Note: The app will automatically reach out to you to connect your account. If not, enter hi or hello to start it.

How to configure the Now Virtual Agent App in Zoom

The Now Virtual Agent app should automatically be available to you when you log into your Zoom account. ServiceNow uses the user’s Zoom account profile and Zoom email address as a match to automatically link users. If auto-linking is not available or does not work, follow the steps below to manually link your account.

1. When you first open the Now Virtual Agent in Zoom Team Chat, you will be prompted to manually link your Zoom account with your ServiceNow account. When prompted, click Link to ServiceNow.
   You will be directed to the confirmation page.
2. Click Confirm.
   Note: Ensure that you are signed in to your ServiceNow account.

How to use the Now Virtual Agent App

Conversational Integration with Zoom Team Chat app can be used to connect your end users with Virtual Agent or live agents through your company’s Zoom Team Chat account. This application enables ServiceNow customers to gain access to ServiceNow solution capabilities from the Zoom Channel.

The application provides a way to manage and control end-user experience. This also makes it inconvenient for the customers to avail ServiceNow capabilities on the Zoom channel via chat.

To start a conversation with Now Virtual Agent chatbot, enter hi or hello. The app will identify the user and provide all the startup topics that are available. Below are some of the common use cases that can be supported by the application:

• Enable employees to request help via ServiceNow Virtual Agent directly from Zoom Team Chat.
• Enable employees to receive notifications on the updates made to their requests on Zoom Team Chat.
• Enable managers to complete approval requests directly from Zoom Team Chat.
• Provide a preview of employee portal updates on Zoom Team Chat.
• Enable agents to chat with employees via Zoom Team Chat to fulfill their requests and save that conversation in their ticket records.
• Allow agents to collaborate on Zoom Team Chat to resolve incidents.

Note: Conversational Integration with Zoom Team Chat app is not supported for on-prem instances.

How to uninstall the Now Virtual Agent app

1. As an account owner or admin, sign in to your Zoom account from the Zoom Marketplace.
2. In the top-right corner, click Manage.
3. In the navigation menu, click Added Apps.
4. Find the Now Virtual Agent app from the list and click Remove.
5. Confirm the dialog and click Remove.
6. In the Remove app pop-up window, select the reason and then click Remove.

Permissions granted for the Now Virtual Agent app integration

This app has access to the following information on Zoom:

• Zoom user info

This app has access to the following information on ServiceNow:

• ServiceNow issue info: Project Name, Project Key, Status, Issue Type, Priority, Reporter, AccountId, DisplayName, Description, Assignee
• ServiceNow configure info: System Webhooks, Product Application links

This app has the following permissions on Zoom:

• Send a chat message to a channel or group chat.

Communications between this chat app and ServiceNow are encrypted:

• Protocol: TLS 1.2 enforced
• Use OAuth1.0 to authorize

This chat app stores the following information in an encrypted database:

• Zoom OAuth credentials
• ServiceNow issue info: Project Name, Project Key, Status, Issue Type, Priority, Reporter, AccountId, DisplayName, Description, Assignee

Now Virtual Agent app information deleted when uninstalled from Marketplace:

• Issue info: Project Name, Project Key, Status, Issue Type, Priority, Reporter, AccountId, DisplayName, Description, Assignee
• Zoom authorization information: Access token
• App configuration information: Configuration, Project Key, Priority, Webhook URL

To learn more about Now Virtual Agent, check out frequently asked questions. For additional help, submit a request to Zoom support.