--- sourceDocument: Xanadu ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Move from Connect Support to Advanced Work Assignment and Agent Chat # Move from Connect Support to Advanced Work Assignment and Agent Chat {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Move from ServiceNow® Connect Support to Agent Chat (live chat), which is the messaging system that agents use in Agent Workspace to interact with customers. Moving from Connect Support also involves using Advanced Work Assignment (AWA) to create the chat queues for routing chat work items to agents. ## Before you begin Role required: admin Important: As of Utah, Connect Support is deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. ## About this task Moving to modern applications such as Advanced Work Assignment and Agent Chat offers features and benefits that are not available in Connect Support. These new capabilities include: * [Automatic assignment of chats and work items to agents](https://www.servicenow.com/docs/pTprhYQekYjS~6jKboWQUw "After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.") based on criteria that you define, such as agent availability, capacity, skills, [Agent Affinity](https://www.servicenow.com/docs/Tgs4YGr5TxyBsjmux4rlag "Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity."), and variable [work item sizing](https://www.servicenow.com/docs/tQHPdn3ohsU0hdrn32Q7rg "Create a work item size override if you want Agent Affinity to calculate an agent's workload using a work item size other than the default."). * Automatic [queue overflow handling](https://www.servicenow.com/docs/l32hD2MUYJxmSdlPD1zstw "Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents.") * [Chat timeout reassignment](https://www.servicenow.com/docs/Ma2HCvp4AiC3rupz~2onhA "Configure whether an agent who rejected a work item is eligible to be offered the same work item.") * Native [Chat surveys](https://www.servicenow.com/docs/access?context=ci-conversational-chat-surveys&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US) * Supervisor features, such as [Agent Whisper](https://www.servicenow.com/docs/access?context=ci-agent-whisper&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US), that enable managers to join ongoing public customer chats with agents or send private messages to agents. * Agent features, such as workspace [inbox controls](https://www.servicenow.com/docs/r1jizzSkjOrDkpEQZVG5eQ "Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox.") for viewing, accepting, or rejecting incoming chats. {#migrate-from-connect-support__ul_y2l_djn_3mb} If you are currently using Connect Support APIs, see [AWA Routing API](https://www.servicenow.com/docs/access?context=queue-api&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US) for information on AWA APIs. ## Procedure 1. Navigate to AllAdvanced Work AssignmentHome. 2. Activate the Advanced Work Assignment and Agent Chat plugins if they are not currently active. 3. If needed, review your existing Connect Support chat queues and determine whether you want to create a similar set of queues for the Chat service channel in AWA. Note: You cannot use your Connect Support chat queues in AWA. Chat queues for Connect Support are stored in the Chat Queue \[chat_queue\] table. Chat queues for AWA are stored in the AWA Queue \[awa_queue\] table. 4. In the AWA Home page, [configure the Chat service channel](https://www.servicenow.com/docs/hCLsW3NvSXZfFuskfF1O8A "Create or configure a service channel that is used in Advanced Work Assignment (AWA)."), [create the associated chat queues](https://www.servicenow.com/docs/ENo9WqGpAHj8FqnqX52ZDQ "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel."), and establish [agent work assignments](https://www.servicenow.com/docs/pTprhYQekYjS~6jKboWQUw "After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined."). 5. In [Agent Chat settings](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US), access the Chat Setup form to specify Agent Workspace as the fulfiller interface for live chat and enable other live chat features. 6. Activate the [chat client on your end user Service Portal](https://www.servicenow.com/docs/access?context=ac-configure-bot-portal&version=xanadu&pubname=xanadu-conversational-interfaces&ft:locale=en-US). {#migrate-from-connect-support__steps_fts_ffn_3mb} Troubleshooting suggestions include these common problems and solutions: Problem: While using AWA, the chat remains in routing and is not offered to an available agent. Solution: This problem may happen if AWA attempts to route the chat to a Connect Support queue. In this case, the interaction remains assigned to the Virtual Agent user and no awa_work_item record is created. A common cause of this problem is the Chat Setup entry for the chat's application still being set to Connect. Problem: When trying to route to a live agent, the requester is incorrectly told that no live agents are available. Solution: This problem may be caused by one of these situations: * Queue conditions that depend on checking interaction fields or context were created on the interaction too late for routing. * Chat service channel is not associated with the Available presence state. A common cause of this problem is deactivating and reactivating the Chat channel. {#migrate-from-connect-support__ul_pzd_dfc_wpb} Debugging suggestions include these questions to consider: Here are a few questions to ask and places to look if agents are not receiving chats: * Does an awa_work_item record exist for the interaction? If it does not, is the Assigned to field for the interaction empty or is it set to Virtual Agent? If the Assigned to field is set to Virtual Agent, it is probably trying to use Connect Support. * In the Chat setup, are the fulfillers set appropriately for each application? * In the interaction_json_blob referenced by the interaction.context_document field, is the Liveagent_application variable set to the expected value? {#migrate-from-connect-support__ul_rsh_yh5_vpb} *[\>]: and then