--- 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 --- # Integrating with contact centers # Integrating with contact centers {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Integrating with contact centers This integration connects your contact center platform with the ServiceNow Customer Service Management (CSM) application, enabling a unified interface for customer service teams. It centralizes routing across departments and communication channels, improving workforce engagement and delivering more personalized customer experiences while simplifying agent workflows. Show full answer Show less Agents must be properly configured in both the contact center and ServiceNow Workspace, with synchronized presence states to ensure seamless operation. The integration supports external routing via contact center spokes using Integration Hub, facilitating communication and control over interactions such as new chats, transfers, and session management. ## Key Features * **External Routing via Contact Center Spokes:** Uses Integration Hub spokes created by contact center providers to handle routing events (new interaction, end interaction, transfers) and retrieve data like skills, queues, and wrap-up codes. * **Advanced Work Assignment (AWA) API:** Allows contact center platforms to target agents with work offers, setting parameters for accepting, rejecting, timeouts, and agent identification. * **Data Synchronization:** Import skills, queues, and wrap-up codes between ServiceNow and contact center platforms for consistent routing and management. * **Agent Capabilities:** Agents can accept/reject chats, transfer interactions between agents or queues, and cancel transfers---all managed within the ServiceNow Workspace chat panel. * **Multi-Channel Support:** Integration supports routing of ServiceNow chats, emails, and cases through external routing platforms, enhancing omnichannel engagement. ## Implementation Steps * Configure the ServiceNow environment including credentials, AWA queue, and OpenFrame settings. * Set up the corresponding configuration on the contact center platform side. * Create test users and validate the integration end-to-end. For specific platforms like Genesys Cloud, refer to their dedicated documentation for tailored integration guidance. ## ServiceNow Features Enabled by CCaaS Integration * **Digital Channels:** Email, web chat, SMS, and social media messaging (WhatsApp, Facebook). * **Core Platform Features:** Omnichannel routing and queues, case and workflow management, unified agent workspace, self-service portals, and knowledge management. * **AI and Automation:** AI-powered Virtual Agents (ServiceNow Otto), AI Voice Agents integrated with CCaaS voice capabilities. * **Workforce Optimization and Analytics:** Workforce optimization tools, analytics, and reporting to monitor and improve contact center performance. * **Enterprise System Integration and Voice:** WebRTC voice integration and extensive enterprise system connectivity for a comprehensive omnichannel experience. ## Agent Experience Agents interact with customers through ServiceNow's inbox card alerts and chat panel, managing work items efficiently by accepting, rejecting, transferring, or canceling transfers. Timeouts are configurable to ensure work items do not remain unhandled. This integration empowers ServiceNow customers to unify their contact center operations and deliver seamless, personalized customer service by leveraging a robust set of digital channels, intelligent routing, and workforce optimization capabilities within a single platform. Integrate your contact center platform with the ServiceNow Customer Service Management (CSM) application to unify customer service teams through a single user interface. This integration centralizes routing across departments and channels, and optimizes workforce engagement for more personalized customer experiences and simplified employee experiences. ## Contact center integration overview {#contactcenter-integration__cf-exploring-parent-overview} Prerequisite: Ensure that agents are set up via configuration through their contact center integration to access the ServiceNow Workspace. The agent profiles are synced automatically when the agent logs in through the contact center connector in OpenFrame. For example, agent John Jason in the ServiceNow workspace must be able to log in to the contact center. Additionally, the agent presence state must match between the ServiceNow workspace and the contact center. In some cases, the state "available" might have a different name in the contact center environment, "on queue" for example. Review the following architecture diagram for more insight on the contact center integration flow with ServiceNow. See [Integrating with Computer Telephony Integration (CTI)](https://www.servicenow.com/docs/tgD45RsnyASLFo7BER01JQ "Integrate Customer Service Management (CSM) with Computer Telephony Integration (CTI) to enable and support voice features in your Workspace."). Figure 1. Contact center integration flow ## External routing with contact centers {#contactcenter-integration__section_b2w_mzm_b2c} Contact center spokes allow communication between ServiceNow and contact centers via the contact center API. Using a spoke requires the use of [Integration Hub](https://www.servicenow.com/docs/access?context=integrationhub&version=australia&pubname=australia-integrate-applications&ft:locale=en-US), and each contact center provider creates a spoke with actions to initiate the routing instructions. In general, the actions should correspond to these external routing events: * New interaction * End interaction * Transfer to agent * Transfer to queue {#contactcenter-integration__ul_dy1_d2y_lfc} The spoke should also be able to retrieve data, such as skills, queues, and wrap-up codes. To learn more about creating a spoke, refer to [Building spokes using Spoke Generator](https://www.servicenow.com/docs/access?context=spoke-builder&version=australia&pubname=australia-build-workflows&ft:locale=en-US). The contact center provider uses the AWA Work Offer API to provide the agent target for the work items. This allows the contact center provider to provide parameters to accept conversations, reject conversations, set timeout duration, and set the ServiceNow agent ID. See [AWA Offer Work API](https://www.servicenow.com/docs/access?context=awa-offer-work-api&version=australia&pubname=australia-api-reference&ft:locale=en-US). In the ServiceNow platform, you can import contact center platform skills, queues, and wrap-up codes between the ServiceNow instance and the contact center provider. Contact center integration gives you the ability to route ServiceNow chats, emails, or cases via an external routing platform. Implementing the integration includes the following high-level steps: 1. Set up the ServiceNow environment, including credentials, the AWA queue, and the OpenFrame configuration. 2. Set up the integration on the contact center side, matching the ServiceNow setup. 3. Create test users and test the integration. {#contactcenter-integration__ol_xtd_z1v_pdc} For specific instructions for integrating with Genesys Cloud, refer to the [Genesys Cloud documentation](https://help.mypurecloud.com/articles/about-unified-experience-from-genesys-and-servicenow/). ## For agents {#contactcenter-integration__section_st5_kzm_b2c} As an agent, you can manage the chat with the customer using the inbox card alert by accepting or rejecting the chat. After accepting a chat, you can continue chatting with the customer through the workspace chat panel. Agents using the integration can do the following: * Accept work items​. Note: If the agent doesn't accept the chat within the configured timeout period, the work items may time out and return to the queue. * Reject work items * Transfer to another agent * Transfer to a queue * Cancel a transfer to another agent {#contactcenter-integration__ul_ytd_z1v_pdc} ## ServiceNow features available for CCaaS integration {#contactcenter-integration__section_ccaas-integration-features} ServiceNow delivers comprehensive customer engagement capabilities including digital channels, intelligent routing, unified agent workspace, workforce optimization, and AI-powered automation for any third-party contact center. For voice telephony and specialized capabilities, ServiceNow integrates seamlessly with leading CCaaS providers to complete the omnichannel experience. ServiceNow offers the following features for CCaaS integration:{#contactcenter-integration__section_ccaas-integration-features__entry__2} | Digital channels | Core Platform features | |-|-| | Email | Omnichannel routing \& queues | | Web chat | Unified agent workspace | | SMS messaging | Case \& workflow management | | Social media (WhatsApp, Facebook) | Advanced Work Assignment (AWA) | | Self-service portals | Knowledge management | | Mobile app engagement | AI \& Virtual Agents (ServiceNow Otto) | | | AI Voice Agents with CCaaS Voice | | | Workforce optimization (WFO) | | | Analytics \& reporting | | | Enterprise system integration | | | WebRTC Voice | [ ]