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1.3.1
Yokohama, Xanadu, Washington DC, Vancouver
Conversational Appointment Booking enables customers to manage appointments using the ServiceNow Virtual Agent via native chat capabilities. Virtual Agent topics are provided to support Customer Service Management Walk-up appointments.
- Enables authenticated customers to schedule, reschedule, or cancel appointments using the Virtual Agent application over ServiceNow native chat or the Engagement Messenger application.
- Enables agents to use Conversation Autopilot and invoke appointment scheduling, rescheduling and cancellation topics by delegating part of the conversation to a Virtual Agent.
- Enables admins to use the Appointment Booking Rich Control in a Virtual Agent topic.
Starting with the Xanadu release, the Conversational Appointment Booking capabilities such as scheduling, rescheduling, and cancelling the walkup appointments are available for the unified consumer role (sn_customerservice.unified_consumer). This role is assigned to internal users who are employees and can also act as consumers. For more information on unified consumer, see Configuring a user as a Unified Consumer on docs.servicenow.com.
- Ensure the following plugins are installed and active on your instance:
- Glide Virtual Agent (com.glide.cs.chatbot)
- Appointment Booking (com.snc.appointment_booking)
- NLU Workbench (com.snc.nlu_studio)
- Studio (com.glide.dev-studio)
- Conversational Appointment Booking Components (Store app) (sn_va_appt_sch_nac)
- Optional plugin: This plugin provides the topics and topic blocks for the CSM Walk-up use case:
- Walk-Up for CSM (com.snc.walkup_for_csm)