--- sourceDocument: Australia Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces Release : - australia ft:locale : - en-US ft:publication_title : - Australia Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Create or configure a service channel # Create or configure a service channel {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 minutes to read Create or configure a service channel to define which work items Advanced Work Assignment (AWA) routes to agents and how much agent capacity those items use. ## Before you begin Role required: awa_admin or admin ## About this task You can specify additional conditions to filter the work items that are handled in the channel and change the agent capacity (workload) for the channel. You can also set the inbox layouts that your agents use in Workspace and view associated work item queues. If you activate the corresponding plugins or install the corresponding store applications, AWA provides base system channels for these services: * Cases plugin (com.snc_csm.awa) * Chats plugin (com.glide.interaction.awa) * Chats - Asynchronous plugin (com.glide.interaction.awa) * Conversational Integration with Facebook Messenger application (sn_va_fb_messenger) * Incidents plugin (com.snc.incident.awa) * Conversational Integration with LINE application (sn_va_line) * Walk-up interactions plugin (com.snc.walkup) * Conversational Integration with WhatsApp (powered by Twilio) application (sn_va_whatsapp_twi) {#awa-create-service-channel__ul_nzg_b2g_ffb} For each channel, you can change certain default settings, such as the default capacity (workload) for agents. Use the related lists to review associated queues, define the associated inbox layouts (work item cards) that are displayed in Workspace, and override the agent capacity value. You can also create a service channel record from the Service Channel module, but you must [create a queue](https://www.servicenow.com/docs/3r2LL_3PO4Ek~a9xV5vMGA "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel."), [assignment rule](https://www.servicenow.com/docs/FDA6zXSoS2wIzlSj3CgSGw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists."), and [eligible assignment pool](https://www.servicenow.com/docs/ZZZ_2rx7yAd_lbXxMf1L8A "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.") to route work through the service channel. For more information, see [Set up a custom service channel](https://www.servicenow.com/docs/tFwo0jM5F8ublN_iybwu2w "Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents."). AWA supports routing of task-based and interaction-based tables, and of non-task and non-interaction tables such as Lead, Opportunity, Quote, and Order. Before configuring a service channel for one of these tables, ensure that the table has a corresponding record in the Document Type \[awa_document_type\] table. ## Procedure 1. Navigate to the service channel settings through one of the following navigation paths: * AllAdvanced Work AssignmentHome. In the Essential settings section, select Set up service channels. * AllAdvanced Work AssignmentService Channels. {#awa-create-service-channel__choices_nt4_2f3_tvb} 2. Choose a situation. * To create a service channel, select New. * To update a service channel, select the service channel record that you want to update. {#awa-create-service-channel__choices_fdd_423_nkb} 3. On the form, fill in the fields. {#awa-create-service-channel__table_m12_pyk_t2b__entry__2} | Field | Description | |-|-| | Name | Name of the selected base system service channel to be configured: * Chat * Chat - Asynchronous * Case * Facebook Messenger * Incident * Line * Walk-up * WhatsApp {#awa-create-service-channel__ul_q5f_2cl_t2b} For custom service channels routing non-task and non-interaction tables, enter a descriptive name. | | Inbox order | Order in which channel items appear in the agent inbox. | | Application | Name of the application. * Chat: Global * Chat - Asynchronous: Global * Case: Advanced Work Assignment for CSM * Facebook Messenger: Conversational Integration with Facebook Messenger * Incident: Advanced Work Assignment for Incidents * Line: Conversational Integration with LINE * Walk-up: Walk-up Experience * WhatsApp: Conversational Integration with WhatsApp (powered by Twilio) {#awa-create-service-channel__ul_i52_v2c_sfb} | | Active | Option for activating the service channel. When you select this option, the associated queues for the service channel can start accepting work items. | | Short description | Brief description of the service channel: * Chat: Live Agent Chat Interactions * Chat - Asynchronous: Asynchronous Live Agent Chat Interactions * Case: Cases for Agents * Facebook Messenger: Live Agent Facebook Messenger Interactions * Incident: Incidents for Agents * Line: Live Agent LINE Interactions * Walk-up: Walk-up interactions for agents to work on * WhatsApp: Live Agent WhatsApp Interactions {#awa-create-service-channel__ul_od2_ccl_t2b} | | Table | Table that stores the service channel records. AWA supports task-based and interaction-based tables, and these non-task and non-interaction tables: Lead, Opportunity, Quote, and Order (including extensions of these tables). To route a non-task or non-interaction table, the table must have a corresponding record in the Document Type \[awa_document_type\] table. | | Advanced condition | Additional conditions that filter the work items handled in the channel, when this option is turned on. For example: * Chat: \[Type\] \[is\] \[Chat\] * Chat - Asynchronous: \[Subtype\] \[is\] \[mweb\], \[Type\] \[is\] \[Messaging\] * Facebook Messenger: \[Subtype\] \[is\] \[Facebook Messenger\] * Line: \[Subtype\] \[is\] \[Line\] * Walk-up: \[Type\] \[is\] \[Walk-up\] * WhatsApp: \[Subtype\] \[is\] \[WhatsApp\] {#awa-create-service-channel__ul_ik1_sbl_t2b} | | Assign to field | Field that references the user assigned to the item. In both Case and Interaction (and most other tables), this field is the Assigned to (assigned_to) field. For non-task and non-interaction tables, verify that this field is correctly mapped to the field that stores the assigned user on that table. | | Assignment group field | Field that references the assignment group assigned to the item. In most tables, this field is the Assignment group field. | | Type | Indicator of whether a communication service channel is handled as a synchronous or asynchronous conversation channel. This field appears when you select Interaction in the Table field. * Chat * Phone * Messaging * Other {#awa-create-service-channel__ul_e4t_q2t_4lb} | | Log level | Amount of information recorded when AWA events are logged. * None: No information is logged. * Basic: Only basic information is logged. * Verbose: Detailed information, including record details and event details, is logged. {#awa-create-service-channel__ul_rkj_mqx_bnb} This field appears if Enable logging is selected. | | Inbox Alert Audio | Audible alert that sounds when a new item arrives in your inbox for this service channel. If you don't specify an audio file, the default audio file sounds. | | Message Alert Audio | Audible alert that sounds when a new message arrives in your conversation for this service channel. If you don't specify an audio file, the default audio file sounds. | | Capacity and Utilization || | Default work item size | Amount of an agent's capacity that is used when this work item is assigned. The default is 1. | | Default capacity | Number of items automatically assigned to agents (pending overrides). * Case: The default is 2. * Chat: The default is 4. * Chat - Asynchronous: The default is 4. * Facebook Messenger: The default is 4. * Incident: The default is 2. * Line: The default is 4. * Walk-up: The default is 1. * WhatsApp: The default is 4. {#awa-create-service-channel__ul_or3_22l_t2b} For non-task and non-interaction tables, the default is 1. | | Utilization condition | Condition that determines what constitutes an active item that counts toward agent workload or capacity. For example, the record state is New, Open, or Awaiting Info. * For Chat: The state is not Closed Complete or Closed Abandoned * For Chat - Asynchronous: The state is Closed Complete or Closed Abandoned * For Case: The state is New or Open * For Facebook Messenger: The state is New or Work in Progress * For Incident: The state is New, In Progress, or On Hold * For Line: The state is New or Work in Progress * For Walk-up: The state is not On Hold, Closed Complete, or Closed Abandoned * For WhatsApp: The state is New or Work in Progress {#awa-create-service-channel__ul_bmh_wbl_t2b} For non-task and non-interaction tables, define a utilization condition appropriate for the record states used by that table. | | Logging || | Enable logging | Option to record information in the syslog_awa table when AWA events are logged. Specify the level of detail to be recorded in the Log level field. | | Stop logging at | Date and time that logging should stop. This field appears if Enable logging is selected. | [Table 1. Service Channel form] {#awa-create-service-channel__table_m12_pyk_t2b} 4. Select Submit or Update. The channel is added to or updated in the Service Channels \[awa_service_channel\] table. ## What to do next For service channels that use history-based affinity routing, AWA reads the Assign to field value from the service channel configuration to determine prior agent assignments. If the Assign to field value isn't configured on the service channel, AWA defaults to the assigned_to field. This applies to all table types, including non-task and non-interaction tables. * [Override the agent capacity](https://www.servicenow.com/docs/yb0sve0C~oDUmG1FWjH9IQ "Change the default number of work items that an agent can handle for a service channel.") for selected agents or groups. * [Create or modify an inbox layout](https://www.servicenow.com/docs/OetgjHIIgnfheyqprX44Pw "Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.") for the service channel. * [Configure agent assignment rules](https://www.servicenow.com/docs/FDA6zXSoS2wIzlSj3CgSGw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.") for the channel. * [Define agent pools eligible for assignment](https://www.servicenow.com/docs/ZZZ_2rx7yAd_lbXxMf1L8A "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."). * [Create or modify a work item queue](https://www.servicenow.com/docs/3r2LL_3PO4Ek~a9xV5vMGA "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.") for the channel. * [Create or modify a work item size override](https://www.servicenow.com/docs/98tRdRbdARTp92cueXH0aQ "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.") for the channel. {#awa-create-service-channel__ul_rlg_3fc_sfb} *[\>]: and then