--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Integrating with contact centers # Integrating with contact centers {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 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 ServiceNow Customer Service Management (CSM) integrates with external contact center platforms to unify customer service teams through a single interface. This integration centralizes routing across multiple departments and communication channels, enhancing workforce engagement and enabling personalized customer and simplified employee experiences. Show full answer Show less Agents must be configured via the contact center integration to access the ServiceNow Workspace, with synchronized agent profiles and presence states matching between ServiceNow and the contact center environment. ## Key Features * **External routing via contact center spokes:** Communication between ServiceNow and contact centers occurs through contact center API spokes, which require Integration Hub and support routing actions such as new interaction, end interaction, transfer to agent, and transfer to queue. * **Data synchronization:** Import of skills, queues, and wrap-up codes between ServiceNow and contact center platforms enables seamless routing and reporting. * **AWA Work Offer API usage:** Allows contact center providers to manage work item offers, including accepting, rejecting, timeout settings, and associating ServiceNow agent IDs. * **Routing of multiple interaction types:** ServiceNow chats, emails, and cases can be routed through external contact center platforms. * **Agent workspace capabilities:** Agents use inbox card alerts to accept or reject chats and communicate with customers via the workspace chat panel. Capabilities include accepting, rejecting, transferring work items, and canceling transfers. ## Implementation Steps * Configure the ServiceNow environment with credentials, AWA queue, and OpenFrame setup. * Configure the contact center to align with ServiceNow setup. * Create and test user accounts to validate the integration. ## Additional Information * For integration specifics with Genesys Cloud, consult the Genesys Cloud documentation. * Implement the Interaction Controls Component (ICC) for voice call and callback integration within contact centers. ## Benefits for ServiceNow Customers This integration enables streamlined customer service operations by consolidating interactions and routing across platforms, improving agent efficiency and customer satisfaction through a unified workspace and enhanced routing controls. 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/a8f5cSB6itGZc0ulT7TAwQ "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=brazil&pubname=brazil-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=brazil&pubname=brazil-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=brazil&pubname=brazil-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} **Related concepts** * [Interaction Controls Component (ICC) call features](https://www.servicenow.com/docs/5ezxPlpc3lXCGkAy9tGl1A "Streamline call handling and enhance the agent experience in the Agent Workspace. Integrate voice call capabilities and the core contact center features with Interaction Controls Component (ICC).") **Related tasks** * [Implement the Interaction Controls Component (ICC) for contact center voice call and callback integrations](https://www.servicenow.com/docs/oct813AW7Ip2fBqjpVm3GA "Implement prebuilt, certified integrations with Contact Center as a Service (CCaaS) providers using the ServiceNow voice reference architecture.")