--- 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 --- # Channels in Conversational Interfaces # Channels in Conversational Interfaces {#ariaid-title1} Release version: Brazil Updated September 10, 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 Channels in Conversational Interfaces Channels in Conversational Interfaces define how end users interact with virtual and live agents. They support different communication modes---chat mode for real-time synchronous conversations and messaging mode for asynchronous, long-running conversations. Depending on user availability and business chat applications, channels provide flexible engagement options. Show full answer Show less ## Types of Channels * **Chat Channels:** Enable real-time, two-way synchronous conversations between users and live or virtual agents. Users receive guaranteed immediate responses. Supported chat channels include Service Portal chat widget, mobile web clients, integrations with Alexa, Apple Messages for Business, Google Chat, LINE, Microsoft Teams, Slack, WhatsApp (Twilio and WhatsApp Cloud API), SMS, and AWS End User Messaging. * **Messaging Channels:** Support asynchronous communication over extended periods, allowing users and agents to interact without being online simultaneously. These channels include mobile web clients configured for asynchronous chat, ServiceNow Otto panel, and SMS via Twilio. Messaging channels are managed in the Messaging Channels \[syscschannel\] table and can be customized via the chat integration framework. ## Live Agent Support Live agent support is enabled by default on channels but can be selectively disabled by administrators, for example on bot-to-bot or voice-only channels, via the Messaging Channels \[syscschannel\] table. ## Agent Chat Messaging Features * **Message Indicators:** Notify users of new and unread messages when offline or away, showing unread message counts on the chat widget for both anonymous and authenticated users. * **Typing Indicators:** Display when a chat participant is responding in real time. * **System Messages:** Inform users and agents about conversation states, such as timeouts, with customizable base messages editable in Chat Settings. * **Secure Data Handling:** Sensitive information like passwords is masked and protected from viewing by others. * **Automatic Conversation Closure:** Idle chats or messaging conversations close automatically to maintain efficiency. ## Message Management Unread messages can accumulate without limit, with up to 50 viewable at once spanning multiple conversations. Users see the last received message upon opening the chat and can navigate unread messages via "New messages above" or "New messages below" buttons. Messages are marked as "read" when the chat window closes and reopens, even if not reviewed. ## Asynchronous Chat Benefits Asynchronous chat enables continuous engagement by allowing conversations to persist without requiring both parties to be online simultaneously. Agents can proactively reach out with important alerts or updates, enhancing user service and communication flexibility. The various ways in which your end users engage with virtual and live agents are called channels. In Conversational Interfaces, users and agents converse through channels that have specific communication modes: chat mode for real-time conversations and messaging mode for long-running conversations. Conversation channels provide your end users and agents with different options for interacting. These options are based on when your users and agents are available to connect, and the chat applications used in your business environment. There are two types of channels: chat channels and messaging channels. ## Chat channels {#ci-channels-overview__section_uby_vsr_gtb} Chat channels support two-way conversations in real time. These conversations may involve a user and a live agent or a user and a virtual agent. This mode of conversation is synchronous, and the user is guaranteed a response. Supported chat channels let your end users and agents interact based on the chat applications (clients) that they're using and when they're available to connect. The following channels are supported for synchronous chat: * Service Portal (mweb) chat widget * Mobile web (mweb) client * [(Legacy) Conversational Integration with Alexa](https://www.servicenow.com/docs/JaZrxKkkUROdVYcuQkNYYA "Use the Conversational Integration with Alexa application to empower customers to engage with your business using their Alexa devices. The application connects a requester with a Virtual Agent using your company's Alexa account.") * [Conversational Integration with Apple Messages for Business](https://www.servicenow.com/docs/td0KlWHx1ZCCEHEm1HGQEQ "Use the Conversational Integration with Apple Messages for Business application to empower customers to engage with your business using their Apple devices. Conversational Integration with Apple Messages for Business provides rich messaging capabilities such as Apple pay, forms, time picker, and authentication.") * [Conversational Integration with Google Chat](https://www.servicenow.com/docs/rH70_Vbveg94VnEpwVNL9g "Enable requesters to chat with Google Chat or live agents using the Google Chat application. Use the Conversational Integration with Google Chat app, available from the ServiceNow Store, to associate your instance with Google Chat.") * [Conversational Integration with LINE](https://www.servicenow.com/docs/PKXYWlvRSl4uzkNrM4yGhw "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.") * [Conversational Integration with Microsoft Teams](https://www.servicenow.com/docs/uf7VQ8jQwiVujBn_Vhj5Sg "Enable requesters to chat with Microsoft Teams or live agents using the Microsoft Teams application. Use the Conversational Integration with Microsoft Teams app, available from the ServiceNow Store, to associate your instance with Microsoft Teams.") * [Conversational Integration with Slack](https://www.servicenow.com/docs/Ls4N7qANsWJc3oGmSqrQ7Q "Use the Conversational Integration with Slack application to connect your requesters with Virtual Agent or live agents through your company’s Slack workspace.") * [Conversational SMS Integration with AWS End User Messaging](https://www.servicenow.com/docs/dnV6dfdkp679cJAST7_Xzg "Install the Conversational SMS with AWS End User Messaging (sn_sms_aws_adapter) plugin from the ServiceNow Store to enable users to connect to customer support agents via SMS using the Amazon End User Messaging as the SMS provider.") * [Conversational Integration with WhatsApp (powered by Twilio)](https://www.servicenow.com/docs/ubJmoYwQArEzrJkOa5kH7g "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.") * [Conversational Integration with WhatsApp (WhatsApp Cloud API)](https://www.servicenow.com/docs/_hKy0o1c4iQx29zI25SgTw "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 business phone number.") {#ci-channels-overview__ul_w5g_p1s_gtb} ## Messaging channels {#ci-channels-overview__section_rhj_mzr_gtb} Messaging channels let end users and agents communicate over longer periods of time, especially when one party isn't online. This mode of chat is asynchronous and happens at the parties' convenience. When your end users and agents must communicate over longer periods without being online concurrently, pre-built messaging channels let them chat asynchronously, at their convenience. The following channels are available for asynchronous chat: * Mobile web (mweb) client: Configure this channel for iOS, Android, and desktop devices for [asynchronous chat](https://www.servicenow.com/docs/9AB_oCmDZ5eiuZ67mSx1Wg "Enable your organization or brand to maintain constant engagement with end users. With Asynchronous Chat, your agents and end users can participate in long-running conversations without being online concurrently. Agents can also proactively contact users whenever there is useful information to share, such as important alerts or updates.") * [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US): Used by [ServiceNow Otto panel](https://www.servicenow.com/docs/access?context=now-assist-panel-overview&version=brazil&pubname=brazil-intelligent-experiences&ft:locale=en-US). * SMS channel: Used by [Conversational SMS Integration with Twilio](https://www.servicenow.com/docs/_xkvsQNd~LoLtLYtgYtvOg "Use this ServiceNow Store application to host Virtual Agent conversations on Twilio SMS to chat with virtual agent or live agents.") {#ci-channels-overview__ul_r4l_yss_gtb} ## Messaging Channels table {#ci-channels-overview__section_ngd_mzs_gtb} Messaging channels are defined in the Messaging Channels table \[sys_cs_channel\]. If you're using the [custom chat integration framework](https://www.servicenow.com/docs/BIuDFoXKgHoiVIoyxd7fxQ "Conversational custom chat integration framework is a powerful framework consisting of scriptable APIs and configurations to bring the ServiceNow Virtual Agent to any conversational interface.") to create custom chat integrations, you can specify the channel mode for those integrations---either chat or messaging. For channels such as the mweb channel, you can choose either chat or messaging as well. Figure 1. Configured channels for an instance ## Live agent support by channel {#ci-channels-overview__section_nyy_2pd_pvb} Not all channels may be suitable for live agent support. For example, you may want to disable support for the Bot-to-Bot and voice channels. Live agent support is enabled by default, but admins can change this setting in the Messaging Channels \[sys_cs_channel\] table. For details, see [Disable live agent support for a channel](https://www.servicenow.com/docs/j~Ki1TbxlzuCGR1lgCb~Rg "Add the disable_live_agent property to the Channel Properties related list to exclude it from live agent support."). ## Agent Chat messaging features {#ci-channels-overview__section_ewl_p1t_gtb} The Conversational Interfaces channels offer basic features that make it easy for your users and agents to stay connected: * Message indicators that inform your users of new and unread messages received when they're away from chat or when they've been offline. * Typing indicators that show a chat participant is responding. * System messages, displayed to users and agents that provide information about the conversation state. * Secure handling of sensitive data, such as passwords or account numbers. This data is masked when users enter the information, and it cannot be viewed by others. * Automatic closing of [idle chat or messaging conversations](https://www.servicenow.com/docs/3In~uC0~czPNcj8XJy2qDA "Configure how active chat sessions are handled by the system when live chats become idle."). {#ci-channels-overview__ul_orv_s1t_gtb} ## New and unread message indicators for Agent Chat {#ci-channels-overview__section_qmp_x1t_gtb} End users receive new message indicators on chat and messaging channels when they're offline. Users can be anonymous (guests) or known (authenticated). The unread message count is displayed on the chat widget. In asynchronous chat, the unread message count reflects the number of any offline messages sent by a live agent and any simple notifications received. Message indicators are displayed as follows: * There is no limit on the number of unread messages. Up to 50 unread messages can be viewed at a given time. Messages can span multiple conversations, either open (current) or closed (past) conversations. * When users open the chat client, they're shown the last message received. They can scroll up or down to read the unread messages, as directed by the New messages above button or New messages below button. * A new messages separator line is displayed between the read and unread messages. * When a user closes and reopens the chat window, the messages displayed are considered as "read" even though the user might not have reviewed them. {#ci-channels-overview__ul_rls_pbt_gtb} ## Agent Chat system messages {#ci-channels-overview__section_axv_lct_gtb} During active conversations with live agents, certain system messages inform users and agents about the conversation state. For example, if a user is engaged in live chat, but doesn't respond within a certain amount of time, a conversation timeout message is displayed: The conversation is timing out, are you still there? You can change base system messages by editing their related system properties in Chat Settings in the Conversational Interfaces console. * **[Using Asynchronous Chat in messaging channels](https://www.servicenow.com/docs/9AB_oCmDZ5eiuZ67mSx1Wg)** Enable your organization or brand to maintain constant engagement with end users. With Asynchronous Chat, your agents and end users can participate in long-running conversations without being online concurrently. Agents can also proactively contact users whenever there is useful information to share, such as important alerts or updates.