--- 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 --- # Configure omnichannel # Configure omnichannel {#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 Configure Omnichannel Configuring omnichannel in ServiceNow Customer Service Management (CSM) enables customers to reach your support team via multiple communication channels based on their preferred methods. This setup enhances customer engagement by integrating various messaging, chat, email, and voice options into a unified workspace experience. Show full answer Show less ## Key Features * **Consumer Messaging Apps Integration:** Connect CSM with popular apps like WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business. This integration allows customers to initiate conversations with virtual or live agents using familiar mobile messaging platforms. * **Chat Channel:** Utilize the Connect Support feature to offer chat through Customer Service and Consumer Service Portals. Enable Virtual Agent chatbot topics to automate conversations, with seamless handoff options to live agents. * **Email Channel:** Configure email channels to automatically create or update cases from incoming emails. ServiceNow manages the associated email accounts to streamline case communication and updates. * **Voice Channel:** Integrate third-party telephony systems via Computer Telephony Integration (CTI) using OpenFrame and Interaction Controls Component (ICC). This supports Contact Center as a Service (CCaaS) platforms like Amazon Connect and Genesys, allowing agents to handle calls directly within the ServiceNow Workspace. * **WebRTC Voice Calls:** Enable direct voice calls from portal pages or Engagement Messenger without a contact center platform, maintaining call context as customers navigate pages. Calls can connect to AI Voice Agents for conversational voice experiences. * **Omnichannel Callback:** Configure callback options for voice or video, allowing customers to request callbacks. This feature can be customized to improve customer experience and streamline case resolution. ## What to Expect By implementing these omnichannel configurations, your support team can provide a seamless, flexible communication experience that meets customers where they are. This leads to improved customer satisfaction, efficient case handling, and better utilization of virtual and live agent resources within the ServiceNow platform. Set up multiple communication channels so that customers can contact you through their preferred methods. |-|-| | [Consumer messaging appsIntegrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts.](https://www.servicenow.com/docs/cADWURg01SwsHYWPIq7P8A "Omnichannel for Customer Service Management (CSM) provides a unified way to handle customer interactions across multiple channels from a single workspace, with centralized routing through Advanced Work Assignment (AWA). Consumer messaging apps are a supported channel type, allowing customers to contact support through familiar messaging platforms while agents work in the same environment.") | [ChatConfigure Chat to enable and use Virtual Agent to create or use predefined chatbot topics (conversations) for your users, and give them the option to switch to a live agent at any time.](https://www.servicenow.com/docs/Kr2uTAAU3tyOgqwjUmc4Mg "Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.") | | [EmailConfigure an email channel to either create interactions or cases from incoming emails.](https://www.servicenow.com/docs/xSh_Z9VxF_5rs1tzCudgNw "Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.") | [VoiceConfigure voice call support by using OpenFrame and Interaction Controls Component (ICC). Integrate with a third-party telephony system through CCaaS integration to handle calls in the Workspace. Alternatively, enable WebRTC voice calls directly from portal pages or Engagement Messenger.](https://www.servicenow.com/docs/m5GBI8IDhDEPSl6ZMbPwSA "Configure voice as an omnichannel communication channel in ServiceNow Customer Service Management so customers can reach agents by phone from your web portal or contact center. Calls route to live and AI agents, and live agent calls appear in the CRM Workspace with chat, email, messaging, and cases.") | [ ] {#enable-comm-channels__table_mhz_4gb_l1c} ## Communication channels overview {#enable-comm-channels__section_jbv_stc_1jc} Configure communication channels for users to email, call, or chat, and integrate social media channels. This helps users reach your team through their preferred method for assistance. [Consumer messaging apps](https://www.servicenow.com/docs/5dQTpIFfClxVxth_vyWGSA "Integrate Customer Service Management with each consumer messaging app to deliver a conversational mobile messaging experience for consumers and customer contacts.") : Integrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts. Customers can message your company using their preferred app to start a conversation with a virtual or live agent. The following consumer messaging apps can be integrated with Customer Service Management: WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business. [Chat channel](https://www.servicenow.com/docs/Kr2uTAAU3tyOgqwjUmc4Mg "Configure chat as a real-time messaging channel within ServiceNow Customer Service Management. Customers can start live conversations from your web portal. Conversations route to available agents and are managed through the CRM Workspace alongside email, messaging, and phone.") : The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service and Consumer Service Portals. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. [Email channel](https://www.servicenow.com/docs/xSh_Z9VxF_5rs1tzCudgNw "Configure Email Interaction so incoming customer emails create traceable interactions, route to the right agent group, and stay linked to open cases.") : Customers can send emails to create cases and update current cases, and receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow email accounts feature to create and maintain email accounts. [Phone channel](https://www.servicenow.com/docs/m5GBI8IDhDEPSl6ZMbPwSA "Configure voice as an omnichannel communication channel in ServiceNow Customer Service Management so customers can reach agents by phone from your web portal or contact center. Calls route to live and AI agents, and live agent calls appear in the CRM Workspace with chat, email, messaging, and cases.") : Computer Telephony Integration (CTI) helps integrate a third-party telephony system to your ServiceNow Workspace via OpenFrame and Interaction Controls Component (ICC). Any third-party Contact Center as a Service (CCaaS) platform (like Amazon Connect, Genesys, and others) can integrate to the ServiceNow CRM Platform. CCaaS can integrate their voice call controls and workflows into their provisioned instance to enable agents to handle phone calls directly within their Workspace. You can also use voice call widgets using WebRTC to make calls directly from portal pages or the Engagement Messenger. Call context stays intact as customers navigate between pages. These calls connect to AI Voice Agents to deliver conversational voice experiences without relying on contact center platforms. : [Omnichannel Callback](https://www.servicenow.com/docs/_LY_TU4iFY9XwEj5Cr8UVg "Configure various aspects of Omnichannel Callback for Customer Service Management to enable callback feature based on the specific requirements of your organization.") : Set up and configure Omnichannel Callback for Customer Service Management to enable customers to request voice or video callbacks. Customize the feature to meet your organization's needs, enhancing customer experience and optimizing case resolution efficiency.