What is the difference between "Connect" and "Agent Workspace"

[Supriya25]

hi All,

Please help me what is the difference between "Connect" and "Agent Workspace" in Chat Setup

when do we use "Connect"

when do we use "Agent Workspace"

kindly provide details on this with Realtime scenarios

Thanks, 

[Danish Bhairag2 · Accepted solution]

Hi @Supriya25 ,

In ServiceNow, "Connect" and "Agent Workspace" are both components related to the chat functionality, but they serve different purposes. Let's discuss the differences and when each is typically used:

1. **Connect:**

   - **Purpose:** Connect is a standalone chat application within ServiceNow. It is designed for end-users, allowing them to engage in real-time conversations with agents or other users. Connect is primarily used for one-on-one or group chats and provides a simple interface for users to communicate with each other.

   - **Use Case:** Connect is suitable for end-users who want to initiate chat conversations, ask questions, or seek assistance from agents. It's a user-centric chat application.

2. **Agent Workspace:**

   - **Purpose:** Agent Workspace is a comprehensive environment within ServiceNow designed for agents and support staff. It integrates various tools and features to streamline the handling of interactions, including chats, incidents, and other records. Agent Workspace provides a unified view for agents to manage their work efficiently.

   - **Use Case:** Agent Workspace is used by support agents and staff to handle multiple chat conversations simultaneously, manage incidents, access customer information, and perform other tasks related to their support responsibilities.

**Real-Time Scenarios:**

   - **Connect Scenario:**

     - **Scenario:** A user on a ServiceNow portal needs assistance with a specific issue and wants to chat directly with a support agent.

     - **Usage:** The user opens Connect, initiates a chat, and engages in real-time conversation with the support agent, addressing their specific query or issue.

   - **Agent Workspace Scenario:**

     - **Scenario:** A support agent is responsible for handling multiple chat conversations simultaneously while also managing incidents and accessing relevant customer data.

     - **Usage:** The agent uses Agent Workspace to efficiently manage and respond to ongoing chat conversations, create incidents, and access a unified view of relevant customer information.

In summary, "Connect" is for end-users who want to initiate and participate in chat conversations, while "Agent Workspace" is for support agents and staff to efficiently manage multiple interactions, including chat, incidents, and other records. The choice between them depends on whether you are dealing with end-users or support staff and the nature of their interaction within the ServiceNow platform.

Connects is no longer supported in New experience UI

Thanks,

Danish

[Supriya25]

Hi Danish,

Thanks a lot for Very impressive information  . I request you kindly help on below thing

 you mentioned "Connects" used for End-user to have real-time discussion with Live-Agents.

how it will works in "CSM" : Customer Service Management. ?

Example : if "customer "/ "consumer"  want to connect with "sn_customerservice_agent " / "sn_customerservice.consumer_agent "which setup should be done ? "Connect " Or "Agent Workspace" ?

Because End-of -the-Day "customer"/"consumer"  is one of the End-user  to company agent . In this case which setup we have to do ?  I believe we can't setup two at a time.

Why ?- when I select "Connect" -there "Queue" field becoming as Mandatory field, Not for "Agent Workspace" .

kindly advise on this .

Thanks

[Danish Bhairag2]

Hi @Supriya25 ,

Yes in connect we used to I have a dedicated queue where whenever end user used to initiate a chat it used to go to that queue or group. But connects is deprecated in higher versions of servicenow specially in New Polaris UI version.

I would recommend you to go with agent chat instead of connects as let's consider if u are still at lower version of servicenow Connects will work but in future whenever ur instance gets upgraded u need to again move from connect to agent chat/workspace.

Also to answer ur question connects can redirect ur msgs to a specific queue.Just provide proper queue name where the url is configured with the respective group sys I'd. Chats will redirect automatically to that queue.

In case of agent chat when u configure service channel u need to specify condition based upon the table selected in it during which scenario the chat should be routed to CSM service channel.

Thanks,

Danish