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‎04-18-2019 10:29 AM
I've heard a rumor that Connect Support may be deprecated in a future release (i.e. New York) and completely replaced by Agent Chat from Advanced Work Assignment (AWA)... is there any merit to this?
The only potential indication of this is the article "Migrate from Connect Support to Advanced Work Assignment and Agent Chat" but that pretty much makes it clear that the two tools are completely separate and have no technical overlap, even though they are very similar in functionality.
As it stands now with what I know of Connect Support and Agent Chat - we recently have been increasing use of Connect Support and will soon add on the Agent Workspace and AWA - I can't imagine Connect Support being replaced because it still has a important unique use case that Agent Chat can't handle: initiating chats outside the Virtual Agent. And not to mention several other differences and facts, like a) Agent Workspace is overkill for some groups that could use support chat, b) only Connect Support supports desktop notifications, c) Connect Support is easier to setup, d) Connect Support is a volunteer-based queue instead of using AWA for auto-assignments, etc.
It's definitely not ideal to have two concurrent support chat tools but the way I see it, Connect Support and Agent Chat have two specific use cases and until I hear that Connect Support is being deprecated, I don't want to toss it out and replace it with a different tool that can't even do some things that I'd consider core functionality. Is this wrong?
Solved! Go to Solution.
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‎01-06-2021 03:35 AM
For anyone that comes across this:
https://docs.servicenow.com/bundle/paris-servicenow-platform/page/use/collaboration/task/t_ActivateConnectSupport.html#t_ActivateConnectSupport
In Paris and future releases, Connect Support no longer receives enhancements or non-priority bug fixes. Consider migrating to ServiceNow® Advanced Work Assignment and Agent Chat in workspace to automatically assign chat requests and other work items to agents. For details, see Migrate from Connect Support to Advanced Work Assignment and Agent Chat.
*I couldn't even find the Connect Support plugin in a Paris PDI.
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‎06-14-2021 06:26 AM
How can we do agent-to-agent collaboration in workspace ?
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‎09-05-2022 12:02 AM
Hey, did you found an answer for this?
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‎09-06-2022 09:25 AM
Agent Whisper is your closest bet, but it's designed for agent-to-manager so it may not work for agent-to-agent. That documentation doesn't specify, but since it's designed for managers, it probably requires the awa_manager role.
Besides that, I don't think there's any agent-to-agent collaboration in Workspace aside from simply using worknotes on records (which isn't unique to Workspace). Connect Chat does not have a direct replacement. I'm not sure that it's technically/officially deprecated (Connect Support is deprecated) but it's not supported in Next Experience so you can probably consider it deprecated.
I imagine ServiceNow has put less effort into a replacement for that because of all the third party chat tools already on the market and used by organizations.
If you use Teams (not sure if there's a Slack equivalent), I recommend you look into Request-based chats which is designed for agent-to-customer chat on a specific ticket, but I see no reason it couldn't be used for agent-to-agent chat as well.
