---
sourceDocument: Zurich Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/conversational-interfaces

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create a work item queue

# Create a work item queue {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read

Define or change a queue so that you can determine which work items are routed
automatically to agents through a given service channel.

## Before you begin

Role required: awa_admin or admin

## About this task

Depending on the service channel, additional configuration options are available. For
example, in the chat channel you define the standard messages displayed during a
chat session with a user.

## Procedure

1. Navigate to the queue settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up queues.
   * AllAdvanced Work AssignmentQueues.
   {#awa-create-queue__choices_nt4_2f3_tvb}
2. Choose a situation.
   * To create a queue, select New.
   * To change a queue, select the queue record to be updated.
   {#awa-create-queue__choices_fdd_423_nkb}
3. On the form, fill in the fields.  
   {#awa-create-queue__table_m12_pyk_t2b__entry__2}

   | Field | Definition |
   |-|-|
   | Name | Name of the queue. A default queue may be available for the service channel you activated through the plugins related to AWA. |
   | Number | Base number for the table. For more information, see [Record numbering](https://www.servicenow.com/docs/access?context=c_ManagingRecordNumbering&version=zurich&pubname=zurich-platform-administration&ft:locale=en-US). |
   | Service channel | Channel to which the queue belongs. For the chat channel, define the standard messages displayed to chat users in the Chat Messages section. |
   | Active | Option indicating whether the queue is enabled. |
   | Application | Type of scoped application. |
   | Schedule | Support schedule that defines when the queue is available. |
   | Order | During routing, the order in which AWA considers the routing condition for this work item queue, in comparison to other queues. |
   | Short description | Brief explanation of the queue. |
   | Routing Condition ||
   | Define condition here | Option that indicates a routing condition is to be applied to the queue. If checked, define the Condition mode and Work item routing condition. |
   | Condition mode | Type of condition for routing work items in the queue. * Simple: Specify a routing condition using the condition builder. * Advanced: Specify a JavaScript scripted condition. {#awa-create-queue__ul_or3_22l_t2b} |
   | Work item routing condition | Condition that applies to routing work items to this queue. Use the condition builder to select routing conditions. The fields available for selection are based on the selected service channel. For the chat service channel, you can specify chat context variables in the condition builder by [dot-walking](https://www.servicenow.com/docs/access?context=dot-walking-examples&version=zurich&pubname=zurich-platform-user-interface&ft:locale=en-US) to related context fields. For example, if you defined chat context variables that store pre-chat routing information, you can dot-walk to those chat context variables in the condition builder. You can use the variables in routing conditions to specify where chats are routed. |
   | Script | JavaScript condition statement that specifies the work items to be routed to the queue. The condition must evaluate to true. This field appears only when Advanced is selected from Condition mode. |
   | Initial agent response | Message that users see when an agent accepts a chat. For example: <kbd class="ph userinput">Thank you for contacting support. I am looking into your question now and will be with you shortly.</kbd> |
   | Max wait time message | Message that users see when a chat ends because the Max Wait Time has elapsed. This field is required if the Max Wait Time is greater than 0. |
   | Target wait time | Estimated time (Days or Hours, minutes, seconds) allotted for an agent to accept an item in the queue. |
   | Max Wait Time | Maximum amount of time that all available agents have to accept or reject a chat request. After time runs out, the requester receives the value in either the Max wait time message field or the No Agents Available Message field defined in [Agent Chat settings](https://www.servicenow.com/docs/1C6~K57XLxHCIHxZNiYHaA "Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue."). Note: The Max Wait Time field is available after you associate the queue to the chat service channel. |
   [ ]

   {#awa-create-queue__table_m12_pyk_t2b}
4. Select Submit for a new queue or Update to change the queue.  
   The queue is added to or updated in the Queues \[awa_queue_list\] table.

## What to do next

* Define the [Assignment Eligibility](https://www.servicenow.com/docs/rPfPbwrs3gU2iaatQSsAqA "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.").
* Optionally, define the [Work Item Sort Order](https://www.servicenow.com/docs/Ap~44E1sW3_zXXcXrNmjaw "Specify the order in which work items in a queue are sorted.").
* Optionally, define the [Queue Triggers](https://www.servicenow.com/docs/yR66HF7WcxMWUPoU5qPBog "Create and manage queue triggers to set off multiple actions during customer wait times for a particular queue.").
* Optionally, define the [Set Agent Affinity rules](https://www.servicenow.com/docs/VaBX1Tx07Igm_X3~Ha3aCQ "Specify the Agent Affinity rules to determine the order in which work items in a queue are sorted.").
{#awa-create-queue__ul_lfr_psg_cgb}

*[\>]: and then