Create a Virtual Agent conversational custom chat integration

Use the Custom Chat Configuration Integration Framework (CCCIF) to create a conversational custom chat integration to support third-party chat clients so they can connect to the Virtual Agent Chat Server (VACS).

Before you begin

Activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if it's not already activated. This plugin automatically activates the Conversational Custom Chat Integration plugin (com.glide.cs.custom.adapter) for custom chat integrations.

Role required: admin

About this task

To integrate chat clients with Virtual Agent, follow these configuration steps and add action scripts to Workflow Studio.

Note: The CCCIF uses Integration Hub. Transactions count against your Integration Hub quota.

Procedure

1. Create a new channel or update an existing channel for the integration.

2. Configure a new provider for the integration.

3. Set up message authentication.

4. Create a channel identifier.

5. Select rich controls for inbound (user input) and outbound (bot response) transformation.

6. Create and configure a scripted REST API for your custom chat integration.

7. Create the action scripts.

8. Create a new channel for your custom chat integration
   Create a new channel or update an existing channel for your custom chat integration. Channels are defined in the Messaging Channels [sys_cs_channel] table.

9. Configure a provider for your custom chat integration
   Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.
10. Set up message authentication for your custom chat configuration
    Create a Hash Message Verification record and Message Auth record to set up message authentication for your custom chat integration. This is configured in the Hash Message Verifications [hash_message_verification] table.
11. Create a channel identifier for your custom chat integration
    Create a channel identifier for your custom chat integration in the Provider Channel Identities [sys_cs_provider_application] table.
12. Map rich controls to the channel in your custom chat integration
    Create records for rich controls in the Custom Adapter Configurations [sys_cs_custom_adapter_config] table. If a rich control is missing an outbound transformer implementation, a response is not served to the end user and that user may get an unsatisfactory chat experience.
13. Create and configure a scripted REST API for your custom chat integration
    Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits.
14. Create the action scripts for your custom chat integration
    Set up the transforms that your custom chat integration needs to communicate through the chat process.

Parent Topic:Creating conversational custom chat integrations in Virtual Agent