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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Create a service channel to route requests

# Create a service channel to route requests {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Create a service channel in Advanced Work Assignment so that you can
route change requests to agents.

## Before you begin

Role required: awa_admin or admin

## 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.
   {#custom-service-channel-tutorial__choices_nt4_2f3_tvb}
2. Select New.
3. On the form, fill in the fields.  
   * Name: Change Request
   * Inbox Order: 100
   * Table: Change Request \[change_request\]
   * Active: Selected
   * Utilization condition: \[Active\] \[is\] \[true\]
   {#custom-service-channel-tutorial__ul_i5y_vwg_dhb}
4. Select Submit.

*[\>]: and then