Auto-Assignment of Chats in Connect Chat

Nitin Agarwal1
Tera Expert

‎02-12-2023 07:56 PM

Hi All

 

Just wondering if anybody has worked on auto-assignment of chats in Connect Chat.

I know connect chat is deprecated and no longer support in UTAH but was wanting to know if anybody has had a solution around auto-assignment of Chats to Agents without any wait-time ?

Appreciate any help around this

 

 

Regards

Nitin

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DUGGI
Giga Guru

‎04-11-2023 08:47 AM

To automatically assign chats to agents without any wait time in Connect Chat, you can use the following steps:

  1. Go to the ServiceNow instance and navigate to the "Connect Chat" application.
  2. Click on the "Chat Queue" module in the left-hand navigation menu.
  3. Click on the "New" button to create a new chat queue.
  4. Give the chat queue a name and select the "Round Robin" option for the "Assignment Method".
  5. In the "Assignment Rule" section, select the "Available User" option.
  6. In the "User Criteria" section, select the users or user groups that you want to assign chats to.
  7. In the "Priority" section, select the "Highest" option to ensure that chats are assigned to agents immediately.
  8. Save the chat queue.

Now, whenever a new chat is started, it will be automatically assigned to an available agent without any wait time. The Round Robin assignment method will ensure that chats are distributed evenly among the selected agents or groups, while the Highest priority will ensure that chats are assigned immediately.

Note that while Connect Chat is deprecated and no longer supported in UTAH, the above steps should work in older versions of ServiceNow that still support Connect Chat. It is recommended to upgrade to the latest version of ServiceNow and use the supported Live Chat application for chat functionality.

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