Multiple channel use with Agent Chat

Vaishnavi20
Tera Expert

‎02-10-2022 11:32 PM

Hello,

I want multiple channels use with Agent Chat. Start with ITSM and develop the best approach to layering in other chat channels over time. Use out of the box functionality as much as possible and identify where the heaviest lifts may be. This does NOT have to be fully functional - just a representation of capability. Can anyone help me with this?

Thanks In advance.

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Community Alums
Not applicable

‎02-11-2022 12:07 AM

Hi Vaishnavi,

In short Chat Work Item Queues.

The chat Service Channel funnels all chats into Work Item Queues. Work Item Queues will send to defined agent groups and can be configured, via Routing Conditions, to only send chats matching certain criteria. A good starting place is the ServiceNow documentation:
- Create a work item queue
- Tutorial: Route interactions by context

A good overview of Service Channels, Chat and Queues is in this article :

https://community.servicenow.com/community?id=community_blog&sys_id=30aeafa2db013b04fece0b55ca961925

 

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep