Hi Community,
We are using ServiceNow Agent Chat with Advanced Work Assignment (AWA) and have a requirement where every new incoming chat should notify all available agents simultaneously, allowing the first agent who accepts the chat to receive the assignment.
From my research, I found that ServiceNow Agent Chat does not natively support broadcasting a single chat invitation to all available agents. Instead, AWA appears to evaluate eligible agents and route the interaction to one agent based on the configured assignment strategy (Most Available, Round Robin, Last Assigned, etc.).
Our requirement:
- New chat arrives.
- All eligible and available agents receive a notification/pop-up at the same time.
- The first agent to accept gets the chat.
- The notification disappears for everyone else once accepted.
I understand this is not supported out of the box, but I'm looking for possible workarounds.
Questions:
- Has anyone successfully implemented a broadcast or "first-to-accept" model for Agent Chat?
- Did you use custom Workspace notifications, UI Notifications, WebSockets, or any other custom solution?
- Is there any supported approach using AWA, Interaction records, or Agent Workspace extensions?
- Are there any performance or scalability concerns with custom broadcasting?
Any recommendations or implementation experiences would be greatly appreciated.
Thank you!
