Enable communication channels

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.	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.
EmailConfigure an email channel to either create interactions or cases from incoming emails.	PhoneConfigure Computer Telephony Integration (CTI)- based phone support for customers using OpenFrame and ServiceNow native voice controls via Interaction Controls Component (ICC). Integrate with a third-party telephony system via CCaaS integration, and use the call capability within your Workspace.

Communication channels overview

Configure communication channels for users to email, call, or chat, and integrate social media channels. This ensures users can reach your team through their preferred method for assistance.

Consumer messaging apps

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

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

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

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 or Genesys) 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.

Omnichannel Callback

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.