--- title: Create a Virtual Agent conversational custom chat integration description: 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 \(VACS\). locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/virtual-agent/create-adapter-for-virtual-agent.html release: australia product: Virtual Agent classification: virtual-agent topic_type: task last_updated: "2026-03-12" reading_time_minutes: 3 breadcrumb: [Conversational custom chat integrations, Integrate VA with other channels, Virtual Agent, Conversational Interfaces] --- # 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/activate-virtual-agent.md) \(com.glide.cs.chatbot\) 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-channel-va-cccif.md). 2. [Configure a new provider for the integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-provider-va-cccif.md). 3. [Set up message authentication](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/set-up-msg-auth-va-cccif.md). 4. [Create a channel identifier](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-channel-id-va-cccif.md). 5. [Select rich controls for inbound \(user input\) and outbound \(bot response\) transformation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/map-rich-controls-va-cccif.md). 6. [Create and configure a scripted REST API for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-rest-api-va-cccif.md). 7. [Create the action scripts](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-action-scripts-va-cccif.md). - **[Create a new channel for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-channel-va-cccif.md)** 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. - **[Configure a provider for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-provider-va-cccif.md)** Create a new provider for your custom chat integration. Providers are defined in the Connections \[sys\_cs\_provider\] table. - **[Set up message authentication for your custom chat configuration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/set-up-msg-auth-va-cccif.md)** 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. - **[Create a channel identifier for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-channel-id-va-cccif.md)** Create a channel identifier for your custom chat integration in the Provider Channel Identities \[sys\_cs\_provider\_application\] table. - **[Map rich controls to the channel in your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/map-rich-controls-va-cccif.md)** 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. - **[Create and configure a scripted REST API for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/configure-rest-api-va-cccif.md)** Create a scripted REST API, add a scripted REST resource, set security and content negotiation, and set REST API rate limits. - **[Create the action scripts for your custom chat integration](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/create-action-scripts-va-cccif.md)** 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](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/virtual-agent/va-custom-adapter-framework.md)