Agent Chat with AWA

Praveen Gaddam
Tera Contributor

‎05-15-2023 03:03 AM

Hi,

Till Tokyo release we were using connect support and integrated with 3rd party Chat tool. We used to transfer chat from this tool to our ServiceNow instance using Queues under Connect support application.

As per docs connect support is deprecated in Tokyo version if we are using Next Experience UI and we need to switch to Agent Chat and Advanced Work Assignment to use chat in ServiceNow.

We are trying to use transfer chat from this 3rd party tool to ServiceNow instance using AWA Queues but it is not working as we don't have any transfer support link or Queue ID like Queues in Connect Support application.

Has anyone used AWA to implement chat transfer from Chat bot to ServiceNow instances?

 

Thanks in Advance 

 

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Ratnakar7
Mega Sage
Mega Sage

‎05-15-2023 03:19 AM

Hi @Praveen Gaddam ,

 

Yes, Advanced Work Assignment (AWA) is the recommended solution for chat transfer and workload management in ServiceNow starting from the Tokyo release. With AWA, you can manage chat queues, assignments, and transfers in the Agent Chat application.

To transfer chats from a third-party chat tool to ServiceNow using AWA, you need to set up the appropriate configuration.

Here are the high-level steps involved:

  1. Set up the Agent Chat and AWA applications in ServiceNow.
  2. Create an AWA queue for chat transfers and assign agents to it.
  3. Configure the third-party chat tool to send chat requests to the AWA queue. You may need to use the AWA REST API to create the chat session and assign it to the appropriate queue.
  4. Set up the appropriate routing rules and scripts in AWA to route the chat to the appropriate agent.
  5. Configure the Agent Chat application to allow agents to handle chat requests from the AWA queue.
  6. Train your agents on how to handle chat requests and use the Agent Chat application to respond to customers.

As for the issue you're experiencing, it's possible that there's an issue with the configuration or routing rules in AWA. I recommend checking the logs and troubleshooting the issue based on the error messages you see there.

 

Also, refer AWA Routing API  , AWA Agent API 

 

If my response was helpful in resolving the issue, please consider accepting it as a solution by clicking on the ✅Accept solution button and giving it a thumbs up 👍. This will benefit others who may have a similar question in the future.

 

Thank you!

Ratnakar

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