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Luma Virtual Agent can integrate with 3rd party external applications to retrieve information data or perform actions in the target system. Using a web service integration, the Virtual Agent can connect integrate to an external application to fulfill a skillthat can be used in Skills to perform user requests.

Let's look at an example to build a skill in Luma Virtual Agent Skill Builder that connects to an ITSM system such as ISM to create an incident for a user issue.

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1. Define the Prompt/Attribute named 'Description' to accept details of the issue from the end-user:

   1. On Skill Builder--> Attribute tab, click on Create Attribute.

   2. Add attribute details such as Name and Data type.

   3. Set the prompt message to be displayed to the end-user, such as like “Enter issue details, “Enter Description. “

   4. Click Save.

2. Define the Integration to ISM with the “Create Incident” operation.

   1. On the tenant menu, click on Integration.

   2. Create an Application with the REST integration type as REST.

   3. Add an instance to the ISM environment.

   4. Configure the ‘Create Incident’ Operation.

   5. Fetch the ticket number received as a response from the web service and save it in a local attribute TicketNumber.

3. Build the skill

   1. On Skill Builder, click on the Create Skill.

   2. Add Skill details such as Name, Category, and Description.

   3. On the Invocation Type, select “User Phrase“ and add the Phrases that can be used to trigger the skill, such as “Log a ticket in ISM,” Create a ticket,” “Log incident,” etc.

   4. On Conversation Flow,

      1. Add Attribute “Description.”

      2. Add Web Service operation “Create Incident. “

      3. Add Information Message to be displayed to the end-user. Use the local attribute, (that has been defined in Step 2) TicketNumber, to display the ticket number to the end-user in the information message. For example: “Incident @{local.TicketNumber} has been created in ISM. ”.

   5. Click Save to finish building the skill.

   6. The next step is to add permission to the skill. Click on Permission and the Users or Groups who should be able to execute the Skill.

4. Do aRun Build and Publish to make the skill available in Virtual Agent.

5. Once the skill is Published, Go to the Test Widget to test the skill. Click on Debug Logs and execute the skill to view the runtime Skill execution logs.

Your skill is now ready to use. Go to Conversation History to view the list of conversations where the end-user requests the skill.

Note: 1. Skill is available only after the Build and Publish process is completed.
2. Permissions should be given to the Users to Groups in order to execute the Skill.

Additional Resources:

Visit the below Wiki Documentation for more information on:

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