Clarification on “AI Available” Presence Status in AWA

Gemma4
Mega Sage

3 weeks ago

Hi Everyone, We are getting ready to go live with Advanced Work Assignment - no customizations, all out of the box. While doing a final testing I noticed a new Presence Status of AI Available. Can anyone help me understand where 

 the new “AI Available” presence status in AWA originated, and explain its functionality? Specifically, was it introduced through a recent patch, Now Assist, or another AI capability that teams may already be using? We just want to make sure we understand its purpose clearly.

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Tanushree Maiti
Tera Patron

3 weeks ago

Hi  

 

Check this KB: KB2772168 Agents are being set to offline despite setting their status to Available and saw duplicat... 

 

Whether Agent is available or offline, you can see that from awa_agent_presence table.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
Regards
Tanushree Maiti
ServiceNow Technical Architect
LinkedIn: https://www.linkedin.com/in/tanushreemaiti
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Gemma4
Mega Sage
In response to Tanushree Maiti

2 weeks ago

We understand that agent availability is tracked in the awa_agent_presence table.

What we’re trying to clarify specifically is the “AI Available” presence status, as this appears to be a new value that we have not previously seen or configured.

Can you help clarify:

  • Where the “AI Available” presence status was introduced (e.g., plugin, patch, Now Assist, or configuration)?
  • Whether this is a standard ServiceNow capability or something custom to our instance
  • What its intended behavior is within AWA routing (does it change how work is assigned compared to “Available”?)

We’re trying to ensure we understand if this impacts routing behavior or if any additional configuration is required on our side.

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