Advanced Work Assignment Chat Inbox field to add extra field

[Arpitha Gopalsw]

Hi Experts, Anybody aware how we can configure this chat inbox pop-up? We have the requirement to add Queue name to this tile. Please advise.

Regards,

Arpitha G

[Jason Nichols]

Hi Arpitha,

I don't think it's possible OOTB to reference the queue from an interaction record (the latter table is what you're using when creating an inbox card in awa_inbox_layout). Perhaps you could try adding a new field to the interaction table, referencing the Work Item [awa_work_item] table. The Work Item table contains references to the interaction as well as the queue used. You would then be able to dot-walk from Interaction > Work Item > Queue.

(Note: You would first need to set a default value for the new Work Item field to reference the corresponding record for the Interaction.)

[Community Alums]

HI @Arpitha Gopalswamy ,

Unfortunately, this is not possible to implement as of now.

As per this doc : https://docs.servicenow.com/bundle/rome-now-intelligence/page/administer/live-agent/task/configure-l...

• If you're using Agent Workspace, live agent transfers are assigned automatically to the appropriate agents through the Chat service channel in Advanced Work Assignment. You will not see options for specifying queues or choosing the fulfiller interface.

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep

[Sandeep Khanna1]

Hi Arpitha,

Did you get any solution?

Thanks

Sandeep

[Arpitha92]

Hi Sandeep,

Please navigate to Service Channel Related list >> Click on Inbox layouts & page will be navigated to below. Here you can add the fields. This is the only OOTB feature available now.

PFA screenshot.

Let me know if this works for you. 

Thanks & Regards,

Arpitha G