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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.
For this reason, I have decided to handle such topics in individual community articles like this one instead.
What is Agent Chat?
Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job. But agents also can transfer the chat to another agent if necessary.
Agent Chat uses a persistent widget for chat conversations on any Service Portal page or Workspace that you're using.
Entry point to the official product documentation
Frequently asked questions for Agent Chat
Trainings & Courses
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Articles & Blog Posts
2020-09-01, by Samantha Santo
Migrate from Connect Support to Advanced Work Assignment and Workspace Agent Chat
ServiceNow continues to support existing Connect Support customers on the Now Platform for current and upcoming releases but further feature development is not planned for the future. We strongly encourage customers to make the move from Connect Support to Advanced Work Assignment (AWA) and Workspace Agent Chat as we’re focused on continuing to invest in innovation within Advanced Work Assignment and Workspace Agent Chat.
2022-10-20, by Eliza
What's new in Tokyo for Agent Chat, Routing, and Sidebar
With a new release comes a bundle of new and exciting features for Agent Chat, Routing, and Sidebar! Some features are included within the family release, with others having to be manually downloaded from the ServiceNow Store.
2023-01-26 by ServiceNow Community
Transfer a support chat to another Agent or Queue
Learn how your agents can transfer support chats to their team or to another queue to better serve their end-users. You'll also see how chat transcripts can be retrieved.
Videos & Podcasts
2020-11-20 by ServiceNow Helpdesk
2020-11-20 by ServiceNow Helpdesk
Streamlining the Live Agent Routing Experience
Today Marcelle Goodsell, Paul van Nistelrooij, Scott Rhodes, and Nabil Asbi of ServiceNow product management walk us through the hand-off from Virtual Agent to Live Agent and some basics customizations. We finalize the session by talking about Advanced Work Assignment.
2021-10-26 by ServiceNow Community
Complement your agent chat experience with a pre-chat survey
Today, Victor Chen and Samyuktha Reddy of ServiceNow Product Management walk us through how to improve your agent chat experience with pre-chat survey for your users. We start with a quick overview, then dive directly into the Now Platform to show you how to configure.
2022-05-06 by ServiceNow Community
Provide global support with Dynamic Translation for Agent Chat
Today, Samantha Santo and Victor Chen of ServiceNow Product Management, give an overview of Dynamic Translation before getting into an exercise of how to enable Dynamic Translation with Agent Chat. This allows agents to seamlessly support employees from around the world.
2022-01-27 by ServiceNow Now Community
Increase Agent Chat Efficiency
Today, Samyuktha Reddy, Sr Inbound Product Manager, walks us through how to increase agent chat efficiency using auto-pilot and quick actions. We start with a brief overview, before directly into our exercise, then diving into audience questions at the end.
2022-01-28 by ServiceNow Now Community
Agent Chat Workshop
This workshop on Agent Chat will cover the basics of agent chat, demo key capabilities, and share the latest innovations apart from the Rome release.
- Overview of ServiceNow Agent Chat
- Quick Actions Demo
- Pre & Post Chat Survey Demo
- Agent Whisper Demo
- Dynamic Translation Demo
- Emojis and Toolbar Demo
- Agent Autopilot Demo
2022-10-22 by ServiceNow Community
Migrate from Connect Support to Agent Chat
If you're still using Connect Support with ServiceNow, consider migrating to the newer and better Agent Chat capability. In this Academy, Samyuktha Reddy walks through how to set up Advanced Work Assignment and Agent Chat.
2023-02-24 by ServiceNow Community
How managers help their agents and monitor work
Join Samyuktha Reddy and Virag Shah as they share how managers can assist their agents during support chats via Agent Whisper, and how they can monitor agent workload and results.
2023-01-23 by ServiceNow Community
Transfer a support chat to another Agent or Queue
Learn how your agents can transfer support chats to their team or to another queue to better serve their end-users. You'll also see how chat transcripts can be retrieved.
2023-03-24 by ServiceNow Community
What's New in the Utah release for Conversational Interfaces
Join Victor Chen, Samyuktha Reddy, and Eliza Orchard as we explore the new Utah release for Conversational Interfaces. See demos of features for Virtual Agent, Agent Chat, Sidebar, and more.
2023-08-03 by ServiceNow Community
Migrate from Connect Support to Agent Chat in Next Experience
Join Samyuktha Reddy on how to migrate from Connect Support to Agent Chat for an improved agent support experience.
2023-12-16 by ServiceNow Community
Different ways connecting to a Live Agent
Join Samyuktha Reddy as she shows the many different ways users can connect to a live agent, including with the Virtual Agent and Advanced Work Assignment.
Troubleshooting
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