--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Configure omnichannel # Configure omnichannel {#ariaid-title1} Release version: Australia Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Configure omnichannel Configure omnichannel in ServiceNow Customer Service Management to enable customers to reach your support team through multiple communication channels. This setup allows your customers to use their preferred methods such as messaging apps, chat, email, and voice calls, providing a seamless and flexible support experience. Show full answer Show less ## Key Features * **Consumer Messaging Apps Integration:** Enables integration with popular messaging platforms like WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business. This allows customers to engage in conversational mobile messaging with virtual or live agents. * **Chat Channel:** Uses Connect Support to deliver chat capabilities via Customer Service and Consumer Service Portals. Virtual Agent can be configured with predefined chatbot topics, and users may switch to a live agent anytime. * **Email Channel:** Supports creating and updating cases via incoming emails. Utilizes ServiceNow email accounts to manage email communication efficiently, ensuring customers receive timely updates from agents. * **Voice Channel:** Integrates voice call support through OpenFrame and Interaction Controls Component (ICC). Supports third-party telephony systems via Contact Center as a Service (CCaaS) platforms like Amazon Connect and Genesys, enabling agents to handle calls directly within the ServiceNow Workspace. WebRTC voice call widgets allow calls from portal pages or Engagement Messenger, maintaining call context as customers navigate. * **Omnichannel Callback:** Allows customers to request voice or video callbacks. This feature can be customized to fit organizational needs, improving customer experience and case resolution efficiency. ## Key Outcomes * Deliver a consistent, flexible support experience by enabling multiple communication channels tailored to customer preferences. * Increase customer engagement and satisfaction through conversational messaging and seamless switching between virtual and live agents. * Streamline case creation and updates via email, chat, and voice interactions, improving agent productivity and response times. * Leverage integrations with third-party telephony and CCaaS platforms to provide robust voice support directly within the ServiceNow Workspace. * Enhance customer service efficiency and personalization by offering callback options with voice or video, reducing wait times and improving resolution rates. Set up multiple communication channels so that customers can contact you through their preferred methods. |-|-| | [Consumer messaging appsIntegrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts.](https://www.servicenow.com/docs/menx4WuW8x40g63sCkf7AQ "Omnichannel for Customer Service Management (CSM) provides a unified way to handle customer interactions across multiple channels from a single workspace, with centralized routing through Advanced Work Assignment (AWA). Consumer messaging apps are a supported channel type, allowing customers to contact support through familiar messaging platforms while agents work in the same environment.") | [ChatConfigure Chat to enable and use Virtual Agent to create or use predefined chatbot topics (conversations) for your users, and give them the option to switch to a live agent at any time.](https://www.servicenow.com/docs/IHVCxXba6DJPOH~vC6YgXg "Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.") | | [EmailConfigure an email channel to either create interactions or cases from incoming emails.](https://www.servicenow.com/docs/KExFAzQ3zmomBfH3GopDKQ "Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.") | [VoiceConfigure voice call support by using OpenFrame and Interaction Controls Component (ICC). Integrate with a third-party telephony system through CCaaS integration to handle calls in the Workspace. Alternatively, enable WebRTC voice calls directly from portal pages or Engagement Messenger.](https://www.servicenow.com/docs/r8aWMzXHk7DFwLc~HcZyig "Configure voice as an omnichannel communication channel in ServiceNow Customer Service Management so customers can reach agents by phone from your web portal or contact center. Calls route to live and AI agents, and live agent calls appear in the CRM Workspace with chat, email, messaging, and cases.") | [ ] {#enable-comm-channels__table_mhz_4gb_l1c} ## Communication channels overview {#enable-comm-channels__section_jbv_stc_1jc} Configure communication channels for users to email, call, or chat, and integrate social media channels. This helps users reach your team through their preferred method for assistance. [Consumer messaging apps](https://www.servicenow.com/docs/9CSDkfOdtQJMlED_f1oqNA "Integrate Customer Service Management with each consumer messaging app to deliver a conversational mobile messaging experience for consumers and customer contacts.") : Integrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts. Customers can message your company using their preferred app to start a conversation with a virtual or live agent. The following consumer messaging apps can be integrated with Customer Service Management: WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business. [Chat channel](https://www.servicenow.com/docs/IHVCxXba6DJPOH~vC6YgXg "Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.") : The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service and Consumer Service Portals. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. [Email channel](https://www.servicenow.com/docs/KExFAzQ3zmomBfH3GopDKQ "Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.") : Customers can send emails to create cases and update current cases, and receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow email accounts feature to create and maintain email accounts. [Phone channel](https://www.servicenow.com/docs/r8aWMzXHk7DFwLc~HcZyig "Configure voice as an omnichannel communication channel in ServiceNow Customer Service Management so customers can reach agents by phone from your web portal or contact center. Calls route to live and AI agents, and live agent calls appear in the CRM Workspace with chat, email, messaging, and cases.") : Computer Telephony Integration (CTI) helps integrate a third-party telephony system to your ServiceNow Workspace via OpenFrame and Interaction Controls Component (ICC). Any third-party Contact Center as a Service (CCaaS) platform (like Amazon Connect, Genesys, and others) can integrate to the ServiceNow CRM Platform. CCaaS can integrate their voice call controls and workflows into their provisioned instance to enable agents to handle phone calls directly within their Workspace. You can also use voice call widgets using WebRTC to make calls directly from portal pages or the Engagement Messenger. Call context stays intact as customers navigate between pages. These calls connect to AI Voice Agents to deliver conversational voice experiences without relying on contact center platforms. : [Omnichannel Callback](https://www.servicenow.com/docs/bs_KYJRSZY0Gif~JpcezZw "Configure various aspects of Omnichannel Callback for Customer Service Management to enable callback feature based on the specific requirements of your organization.") : Set up and configure Omnichannel Callback for Customer Service Management to enable customers to request voice or video callbacks. Customize the feature to meet your organization's needs, enhancing customer experience and optimizing case resolution efficiency.