AWA “AI Available” Presence Status – Origin and Functionality?

[Gemma4]

Hi everyone,

While doing final testing in Advanced Work Assignment (AWA), we noticed a new presence status labeled “AI Available.” Our original question didn’t get much traction, so I’m resharing with a bit more context in case others have seen something similar.

We’re trying to understand:

• Where did the “AI Available” presence status originate?
• What is its intended functionality within Advanced Work Assignment
• Was it introduced through a recent ServiceNow patch, Now Assist, or another AI-related capability?

We want to make sure we clearly understand its purpose before moving forward with any assumptions or configuration changes.

Has anyone else come across this in their instance or have insight into how it’s being used?

Appreciate any guidance or direction you can share!

[Tanushree Maiti]

Hi @Gemma4 

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.

[Gemma4]

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.