---
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
---
# Configure quick actions
# Configuring quick actions {#ariaid-title1}
* Release version: Australia
*
* Updated March 12, 2026
*
*  8 minutes to read
Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
## Activate quick actions {#ci-quick-actions-overview__section_bgz_s43_ssb}
To enable your agents to use quick actions, you must activate the and [related plugins for Advanced Work Assignment](https://www.servicenow.com/docs/Xm4EVrtzhh_99PWEb1b~4w "After activating the Advanced Work Assignment plugin, activate related AWA plugins to enable other base system service channels and the Performance Analytics Solutions dashboard for AWA."), which is required for chat in Workspace.
## Default quick actions {#ci-quick-actions-overview__section_p41_j43_ssb}
The following quick actions are available by default with Workspace chat:{#ci-quick-actions-overview__table_i2p_vgc_shb__entry__4}
| Command name | Toolbar button | Action | Default parameter |
|-|-|-|-|
| autopilot | | Starts a Virtual Agent topic (Conversation Autopilot). | Available topics |
| help | | Indicates to the chat supervisor that an agent needs help with a conversation. To use this quick action, new customers must enable Agent Chat and Agent Whisper and update customers must enable Agent Whisper on chat setup. | |
| r | | Uses [Response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) to insert as text in a conversation. Note: Only response templates that have a condition of \[Type\]\[is\]\[Chat\] are available in Agent Chat. | Available response templates |
| search-kb | | Starts a KB article search. The agent is prompted to search for the relevant KB article. Based on the search term the agent enters, the agent is able to view the KB articles that match the search term. The agent can then select the KB article. | |
| ta | ![Transfer to another agent icon.]() | Transfers the conversation to another agent. | Available agents |
| tq | ![Transfer to another queue icon.]() | Transfers the conversation to another queue. | Available queues |
[ ]
{#ci-quick-actions-overview__table_i2p_vgc_shb}
## Creating a quick action {#ariaid-title2}
Create a quick action so that agents can use shortcuts for performing actions in Agent Chat.
### Before you begin
Role required: admin
### Procedure
1. Navigate to AllQuick ActionsActions, and then select New.
2. On the form, fill in the fields.
{#create-quick-actions-chat__table_vdc_3jc_shb__entry__2}
| Field | Description |
|-|-|
| Name | Name of the quick action. |
| Active | Option for activating the quick action. |
| Description | Description of the quick action. |
| Command Name | Text that triggers the quick action when entered after the forward slash (/) in a conversation. |
| Applies to | Work item that the quick action is available for. Filter the table that you select in the Table field to qualify a certain kind of work item. For example, to make the quick action available only for conversations that are assigned to Beth Anglin, you would first select the Interaction \[interaction\] table in the Table. Then, in the Applies to field, you would create the following filter: \[Assigned to\] \[is\] \[Beth Anglin\]. |
| Table | Work item table that the quick action is available for. Note: Quick actions are supported only in the Interaction \[interaction\] table. |
| Apply to all groups | Option for making the quick action available to all user groups. |
| Apply to groups | List of which groups can use the quick action. This field appears only if you clear the Apply to all groups option. |
| Script | JavaScript code to control what the quick action does. In this script, you have access to: * The record variable, which for Agent Chat is the Interaction \[interaction\] record * The params array, if you defined quick action parameters {#create-quick-actions-chat__ul_ewq_vzt_thb} If provided, all free-form text entered after all the other parameters are captured as the last item in the params array. Set the value of answer as follows: answer = { success: , message: }; Note: If you do not script a message, the agent receives a default message instead. |
| Application | Application scope of the quick action. |
| Accepts string parameter | Option to indicate that the script accepts text input after any defined parameters. |
| Parameter label | Parameter name that displays next to the quick action. |
| Parameter hint text | Text that displays as a hint when the agent enters a quick action. |
[ ]
{#create-quick-actions-chat__table_vdc_3jc_shb}
3. Select Submit.
{#create-quick-actions-chat__steps_isk_5vn_5sb}
### What to do next
If your quick action requires a secondary menu, define a quick action parameter so that agents can further control the quick action. For more information, see [Define a quick action
parameter](https://www.servicenow.com/docs/FWa~wZQBZT9F8l2PSLBa_Q#define-qa-parameter "Define a quick action parameter to allow agents to further control a quick action in Workspace chat.").
Optionally, you can make the quick action available
in Agent Chat as a button. For more information, see [Configuring a quick action button](https://www.servicenow.com/docs/FWa~wZQBZT9F8l2PSLBa_Q#configure-quick-action-button "Configure a quick action button so that agents can perform actions in Agent Chat with a single click.").
## Defining a quick action parameter {#ariaid-title3}
Define a quick action parameter to allow agents to further control a quick action in
Workspace chat.
### Before you begin
Role required: admin
### Procedure
1. Navigate to AllQuick ActionsParameters, and then click New.
2. On the form, fill in the fields.
{#define-qa-parameter__table_yjf_dhf_thb__entry__2}
| Field | Description |
|-|-|
| Name | Name of the parameter. |
| Action | Quick action that uses the parameter. |
| No Matching Results Message | Message to agents if no records match the record query. If you do not create a No Matching Results Message, a default message is provided. |
| Display value field | Field from the parameter record that appears in Workspace chat. This field appears when you select Basic in the Query mode field. |
| Query mode | Type of query. You can select Scripted or Basic. To query records with a script, select Scripted. To query records by whichever table that you specify in the Table name field, select Basic. |
| Table name | Table to query for parameters. This field appears when you select Basic in the Query mode field. |
| No Results Message | Message to agents if there are no available records to query. If you do not create a No Results Message, a default message is provided. |
| Value field | Field from the parameter record that agents can enter in Workspace chat to invoke the parameter item. For example, to transfer a conversation to Beth Anglin, an agent would enter /ta "beth.anglin". In this case, the User ID field in the User \[sys_user\] record is the Value field. This field appears when you select Basic in the Query mode field. |
| Query Script | JavaScript code to determine which records qualify for your parameter. You are given a query variable that represents the search query that the agent provided. Set the value of the answer variable as follows: answer = { items: [ { value: , displayValue: } ] }; The array of items should contain objects with a value and a displayValue. Note: This field shows only if you select Scripted in the Query mode field. |
| Application | Application scope of the parameter. |
| Order | Order that the parameter is available for the quick action. |
[ ]
{#define-qa-parameter__table_yjf_dhf_thb}
3. Click Submit.
## Configuring a quick action button {#ariaid-title4}
Configure a quick action button so that agents can perform actions in Agent Chat with a single click.
### Before you begin
Role required: admin
### About this task
The toolbar of the Workspace chat window contains three buttons. Selecting the left button (![Paperclip icon]()) attaches a file in a conversation, selecting the center button (![Arrow icon]()) initiates a queue transfer, and selecting the right button (![Add user icon]()) initiates an agent transfer. You can't configure the left button, but you can assign different quick actions to the center and right buttons.
### Procedure
1. Navigate to AllConversational InterfacesChat SettingsAgent Chat.
2. In the Agent Experience section, select View all next to Quick actions.
* To configure the arrow button (![Arrow icon]()), select Transfer to Queue.
* To configure the add user button (![Add user icon]()), select Transfer to Agent.
* To create a new button, select New.
{#configure-quick-action-button__choices_bpk_dtf_thb}
3. On the form, fill in the fields.
{#configure-quick-action-button__table_tsp_ltf_thb__entry__2}
| Field | Description |
|-|-|
| Quick Action | Action that is performed when the button is selected. |
| Name | Name of the quick action |
| Use custom icon | Select this if you want to specify what image should be used for the icon |
| Icon | Button icon that appears on the toolbar of the Workspace chat window. |
| Active | Select if you want this quick action to be active. |
| Application | Name of the application for which the icon display on the toolbar. |
| Order | Position of the button on the toolbar. If the value is 100, the button appears at the center of the toolbar. If the value is 101, the button appears at the right side of the toolbar. You can't change the button order. |
| Available on private chat tab | Select this to have the icon display on the Agent Chat toolbar. |
| Parameter value(s) | |
| Auto-submit | |
| Apply to all groups | |
[ ]
{#configure-quick-action-button__table_tsp_ltf_thb}
4. Save your changes.
* To update an existing record, select Update.
* To create a new record, select Save.
{#configure-quick-action-button__choices_ecs_hmf_kyb}
{#configure-quick-action-button__steps_yly_jzn_5sb}
## Setting up quick action toolbar controls {#ariaid-title5}
Customize the quick actions that appear on the chat toolbar.
### Before you begin
Role required: admin
### Procedure
1. Navigate to AllConversational InterfacesSettings.
2. Select Agent Chat and then on the Agent Experience card, select View All next to Quick actions.
3. Do one of the following:
* To create a quick action workspace action, select New.
* To modify a quick action workspace action, select the quick action workspace action record you want to update.
{#ac-configure-qa-toolbar-controls__choices_fdd_423_nkb}
4. On the screen, fill in the fields.
{#ac-configure-qa-toolbar-controls__table_m12_pyk_t2b__entry__2}
| Field | Definition |
|-|-|
| Quick Action | Quick action performed. |
| Name | Name of the quick actions workspace action. |
| Use custom icon | Option to display a custom, downloaded icon in the toolbar. |
| Icon | Image to display on the toolbar when Use custom icon is selected. Select Click to add... and on the Choose an image screen, select an image file. Note: Use an image with a square aspect ratio. |
| Active | Indicates whether this configurable toolbar control is active. |
| Application | Application scope of the quick action. |
| Order | Value of this quick action. Quick actions are executed from lowest order to highest order, so a quick action with an order of 100 is considered before a quick action of 200. |
| Available on private chat tab | Option that defines whether the quick action is available on the private chat tab. |
| Applies to | Condition that determines when the quick action is available. * Add Filter Condition- Filter the table that you select in the Table field to qualify a certain type of work item. * Add "OR" Clause- Add an "or" clause to the condition. {#ac-configure-qa-toolbar-controls__ul_od2_ccl_t2b} For example, to make the quick action available only for conversations assigned to Beth Anglin, you select the Interaction \[interaction\] table in the Table. Then, in the Applies to field, you create the following filter: \[Assigned to\] \[is\] \[Beth Anglin\]. |
| Parameter value(s) | Parameters needed for the quick action. |
| Auto-submit | Option for the agent to select a button and have the quick action and parameter post to the chat. |
| Apply to all groups | Option for making the quick action available to all user groups. |
[Table 1. Configurable Toolbar Control]
{#ac-configure-qa-toolbar-controls__table_m12_pyk_t2b}
5. Select Submit or Update.
## Activating chat context quick actions {#ariaid-title6}
Activate context quick actions to enable agents to view context relevant to a chat
interaction. When launched in a chat, display cards show: sysparm_portal, sysparm_page,
table, sys_id, or sysparm_language.
### Before you begin
Role required: admin
### About this task
Context quick actions are a default quick action, but require activation.
### Procedure
1. Navigate to AllQuick ActionsActions.
2. In the Get Chat Context Variables record, use the list editor to set the Active value to true.
*[\>]: and then