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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Service channels

# Service channels {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Provide customer support by automatically routing incoming work to agents through
service channels.

A service channel is a means of assigning a specific type and scope of work to agents. You can configure base system service channels to set the context and attributes that define work handled in the channel, or create
your own custom service channel.  
Advanced Work Assignment provides several service channels from which work items originate. These channels are:{#awa-service-channels__table_wy2_qq4_sfb__entry__3}

| Service channel | Description | Plugin |
|-|-|-|
| Case | Routes and assigns customer service cases. | Included with Customer Service |
| Chat | Routes and assigns chat interactions. | Included with the Agent Chat plugin (com.glide.interaction.awa). |
| Chat - Asynchronous | Routes long-running conversations that use multiple service channels. | Included with the Conversational Messaging plugin (com.glide.messaging.awa). |
| Facebook Messenger | Routes requests from the Facebook Messenger chat conversations. | Included with the [Conversational Integration with Facebook Messenger](https://www.servicenow.com/docs/hzIpVV6YBn1mQmAmJNmBLA "Use this application to empower customers to engage with your business using Facebook Messenger.") store application. |
| Incident | Routes and assigns incidents. | Included with the Advanced Work Assignment for incidents plugin (com.snc.incident.awa). |
| Line | Routes requests from LINE chat conversations. | Included with the [Conversational Integration with LINE](https://www.servicenow.com/docs/vrB7VyCEjT~K3sbGtE6vvg "Conduct user-initiated, system-initiated, or agent-initiated conversations using the Conversational Integration with LINE application. The application connects a requester with a virtual agent or live agent using your company's LINE account.") store application. |
| SMS | Routes long-running SMS conversations and conversations that use multiple service channels. | Included with the [Install Conversational SMS service channel](https://www.servicenow.com/docs/scukBow3GvRS8xsr1ptbEw "You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.") application. |
| Walk-up | Routes requests from walk-up contact channels. | Included with the Walk-up Experience plugin (com.snc.walkup). |
| WhatsApp | Routes requests from the WhatsApp chat conversations. | Included with the [Conversational Integration with WhatsApp (powered by Twilio)](https://www.servicenow.com/docs/C_o0X77Ic5yDWjunp0cC9Q "Use this application to enable requesters to interact on WhatsApp chat with a virtual agent or live agent. The application connects a requester with a virtual agent or live agent using your company's WhatsApp-enabled Twilio phone number.") store application. |
[ ]

{#awa-service-channels__table_wy2_qq4_sfb}

You can also set up a custom service channel to address work that is not supported in the
base system channels. 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.").  
For each service channel, you set attributes such as:

* Agent capacity: Amount of work that can be handled by the agents supporting the channel.
* Filters: Conditions that filter the type of work handled in the channel.
* Utilization: Conditions that determine when work items are generated.
{#awa-service-channels__ul_sf2_j4q_sfb}  
For each service channel, you also:

* Create the agent inbox card layout used in Agent Workspace.
* Set capacity overrides for specific agents.
* Review and modify associated work item queues. For the Chat service channel, you can create queues using the Queues related list.
{#awa-service-channels__ul_dh3_dpq_sfb}