Amazon Connect Chat Integration with ServiceNow Agent Workspace.

[shobana_n]

I am trying to integrate Amazon Connect Chat with ServiceNow Agent Workspace and I am looking for official documentation or guidance regarding the required ServiceNow products, plugins, and installation steps.

I would appreciate clarification on the following:

1. Is Amazon Connect Chat officially supported within ServiceNow Agent Workspace?
2. Are there any specific ServiceNow applications, store apps, plugins, or spokes that must be installed?
3. Does Amazon provide a dedicated package for Amazon Connect Chat similar to the voice CTI integration?
4. Can chat conversations be embedded directly into Agent Workspace, and if so, what components are required?
5. Is there an installation guide or architecture document that explicitly covers Amazon Connect Chat integration with ServiceNow?

I have reviewed available Amazon Connect and ServiceNow documentation but have not found a guide that clearly explains the end-to-end setup for Amazon Connect Chat in ServiceNow.

If anyone has implemented this integration or can point me to the appropriate documentation, application package, plugin requirements, or best practices, I would greatly appreciate the guidance.

Thank you.

[Tanushree Maiti]

Hi @shobana_n 

1. Agent workspace is deprecated. ServiceNow Voice for Amazon Connect can  integrates with ServiceNow Configurable Workspace which is having Modern Web Experience.

Refer: ServiceNow Voice with Amazon Connect 

2. Refer: ServiceNow Voice with Amazon Connect   - it needs to install

3.  https://www.servicenow.com/community/developer-forum/amazon-connect-chat-widget-in-the-servicenow-cs...

4. Agent Chat Quick Start Guide

Agent Chat FAQ's

Is Agent Chant Supported in Next Experience? 
Yes, Agent Chat is embedded into Agent Workspace which is supported in Next Experience.

Does Agent Chat need a Workspace? 

Yes, Agent Chat needs a Workspace with the Agent Inbox included. The agents will use the workspace to view their incoming work via their inbox and to set their presence and Accept/Reject the work. All workspaces are supported within Next Experience.  ServiceNow provides many Workspaces, each targeted at a specific user. 

For example, agents using IT Service Management Workspace (ITSM) track and resolve IT issues. Agents using Customer Service Management Workspace (CSM) resolve customer cases, such as sending a piece of computer hardware to fulfill a customer's request using the Workspace. 

The Agent Chat widget is embedded within the Workspace, a configuration required for Workspace Agent Chat to enable:

• Customers to ask questions and receive information chatting with a live agent.
• Live agents communicate with customers, create incident or case records, or transfer chats to another agent or queue.  

5. Integrate ServiceNow Voice with Amazon Connect