Integrating with contact centers

  • Release version: Australia
  • Updated March 12, 2026
  • 2 minutes to read
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    Summary of Integrating with contact centers

    This integration connects your contact center platform with the ServiceNow Customer Service Management (CSM) application to unify customer service operations in a single interface. It centralizes routing across departments and communication channels, enhancing workforce engagement and enabling more personalized customer and simplified employee experiences.

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    Before integrating, ensure agents are properly configured via the contact center integration to access the ServiceNow Workspace. Agent profiles sync automatically upon login through the contact center connector (e.g., OpenFrame), and agent presence states must align between ServiceNow and the contact center system (such as "available" vs. "on queue").

    Key Features

    • External Routing with Contact Centers: Uses contact center spokes via Integration Hub to enable communication between ServiceNow and contact centers through APIs.
    • Routing Actions Supported: Initiate routing events including new interaction, end interaction, transfer to agent, and transfer to queue.
    • Data Synchronization: Import and sync contact center platform skills, queues, and wrap-up codes with ServiceNow.
    • AWA Work Offer API: Facilitates agent targeting for work items by allowing parameters for accepting or rejecting conversations, timeout settings, and associating ServiceNow agent IDs.
    • Agent Functionality: Agents can accept, reject, transfer work items (chats), or cancel transfers using the ServiceNow workspace chat panel and inbox card alerts.

    Implementation Steps

    • Configure the ServiceNow environment, including credentials, AWA queue, and OpenFrame settings.
    • Set up the corresponding integration on the contact center platform side to match ServiceNow configuration.
    • Create test users and validate the integration through testing.

    Agent Experience

    Agents interact with customer chats via inbox card alerts, allowing them to accept or reject chats. Accepted chats continue within the workspace chat panel. Agents can also transfer chats to other agents or queues and cancel transfers if needed. Note that if a chat is not accepted within the configured timeout, the work item may return to the queue.

    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

    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).

    Figure 1. Contact center integration flow
    Contact center integration with ServiceNow architecture

    External routing with contact centers

    Contact center spokes allow communication between ServiceNow and contact centers via the contact center API. Using a spoke requires the use of Integration Hub, 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

    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.

    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.

    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.

    For specific instructions for integrating with Genesys Cloud, refer to the Genesys Cloud documentation.

    For agents

    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 item​s
    • Transfer to another agent​
    • Transfer to a queue​
    • Cancel a transfer to another agent