Offer chat if no agents are available - possible within ServiceNow?

[Keszia]

Hi

I've learned that Genesys Web Chat offers a feature called Action Maps, which if setup in a certain way, will allow users to ask a question to a "real person", even if the team are offline. The message will get added to a queue for the team to respond to when they're next online.

We (as users/consumers) see this everywhere with businesses who operate out of Facebook, Instagram, etc where our message will send when we press the button, and then is responded to when they check their messages - like emails.

Can ServiceNow do this? I would imagine it would be a script of sorts based on the action and decision, but is there a way to send messages to a team if they're offline?

[Slava Savitsky]

The simplest approach for when agents are unavailable is to have the user submit a request via an online form (catalog item or record producer in ServiceNow terms). That way the request would be recorded in the database and would show up in the support group's queue. Once the agents are available, they will would respond to the user's query.

In Customer Service Management, there is also the possibility to request a callback when the estimated wait time in Virtual Agent chat is too long or when agents are unavailable.