Advanced Work Assignment chat- Reply specific message

[Michal Saar]

Hi, please see below our customer question:

"Wanted to ask if we have such enhancement- the option to answer a specific chat message (same we have on Whatsapp /Teams) in our current AWA chat feature on ServiceNow?"

Can you please assist with supplying the answer to this question?

Thanks!

[Shivalika]

Hello @Michal Saar 

Yes, we do have this. I did this in my last week's Virtual Agent implementation. 

Please search for "Response Templates" on left navigation. You can set up automatic responses there and it can be searched in service operations workspace by "/r". 

Kindly mark my answer as helpful and accept solution if it helped you in anyway,

Regards, 

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY

[Michal Saar]

Hi, thanks for the response. I'm talking about something else- not the predefined response templates of the AWA chat, will try to better explain: let's say user send few chat messages one after the other (for example- first message: "I need to get permissions to the share drive", second message: "are you the team that handles those kind of requests?", third message: "I also need to enlarge share disk space") and agent would like to reply message number 2 specifically ("yes, you've reached the correct team"), like we have in whatsapp the option to reply on specific message out of a few. Hope it's clearer now. I also added a print screen for demonstration.  Do we have such option in SNOW?

[Shivalika · Accepted solution]

Hello @Michal Saar 

No, currently there is no such option from OOB in servicenow for live agents.

Kindly mark my answer as helpful and accept solution if it helped you in anyway. This will help me be recognized for the efforts and also move this questions from unsolved to solved bucket. 

Regards,

Shivalika 

My LinkedIn - https://www.linkedin.com/in/shivalika-gupta-540346194

My youtube - https://youtube.com/playlist?list=PLsHuNzTdkE5Cn4PyS7HdV0Vg8JsfdgQlA&si=0WynLcOwNeEISQCY