📄️ Overview
A Virtual Agent (Chatbot) support provides automated answers to the users on live basis. Thus, enabling your IT technicians to focus on more complex and demanding user requests and incidents. It improves both the IT technician and employee experiences by promptly addressing their IT-related queries.
📄️ Chat Flow
A Chat Flow is a workflow created in ServiceOps based on which the Virtual Agent provides automated answers to the requesters on a live basis. The administrator can configure various custom chat flows according to the organization’s needs.
📄️ Telegram App Config
Telegram is an application to communicate with your team members and friends. Using Telegram for incident creation and management will become easier if you add the ServiceOps Virtual Agent as an app within Telegram. Once added, you can generate or review requests from Telegram without signing-in to the Support Portal or accessing the messaging agent from the portal.
📄️ Slack App Config
Slack is an application to communicate with your team members. Using Slack for incident creation and management will become easier if you add the ServiceOps Virtual Agent as an app within Slack. Once added, you can generate or review requests from Slack without signing-in to the Support Portal or accessing the virtual chat agent from the portal.
📄️ Teams App Config
Microsoft Teams or Teams is an application to communicate with your team members. Using Teams for incident creation and management will become easier if you add the ServiceOps Virtual Agent as an app within Teams. Once added, you can generate or review requests from Teams without signing-in to the Support Portal or accessing the virtual chat agent from the portal.
📄️ Facebook Messenger App Config
Facebook Messenger is an instant messaging app for communicating on the go. Using it for incident creation and management will become easier if you integrate ServiceOps Virtual Agent within Facebook Messenger. Once added, you can generate or review requests from Facebook Messenger without signing-in to the ServiceOps Support Portal or accessing the chat agent from the portal.
📄️ WhatsApp Config
WhatsApp is a chat application to communicate on the go. Using WhatsApp for incident creation and management will become easier if you integrate the ServiceOps with WhatsApp. Once combined, you can generate or review requests from WhatsApp without signing in to the Support Portal or accessing the chat agent from the portal. In this case, WhatsApp Business Account is used for integrating WhatsApp with ServiceOps.
📄️ Viber App Config
Rakuten Viber is a mobile chat application designed for seamless communication on the move. Integrating the ServiceOps Virtual Agent within Viber streamlines incident creation and management processes. With this integration, users can effortlessly generate or review requests directly from the Viber app, eliminating the need to sign in to the ServiceOps Support Portal or access the chat agent from the portal interface.
📄️ LINE App Config
LINE is a widely-used mobile messaging platform designed for seamless communication across devices. By integrating the ServiceOps Virtual Agent within LINE, users can streamline their IT service management workflows, such as incident creation and request management, directly from the app. This integration allows users to easily submit, track, and review service requests without needing to log into the ServiceOps Support Portal or navigate through the chat agent on the portal interface, offering a more convenient and efficient support experience.