--- 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 --- # Omnichannel # 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 Omnichannel Omnichannel consolidates customer conversations from multiple channels---including email, chat, voice, messaging apps, web portals, virtual agents, and in-person interactions---into a single unified workspace. This enables agents to view the full interaction history and provide seamless, consistent support without switching contexts, improving resolution efficiency and customer experience. Show full answer Show less ## Key Features * **Unified Workspace:** Agents manage all customer interactions across channels in one place, maintaining continuity as customers switch communication methods. * **Chat:** Available via self-service portals, third-party portals, and mobile apps using Virtual Agent and Engagement Messenger, with conversation continuity across channels. * **Email:** Two workflows support email management: * **Email as Interaction:** Creates an interaction record for agent review before optionally converting to a case. * **Email to Case:** Automatically creates and populates cases with all replies threaded, preserving full conversation history. * **Messaging:** Supports SMS, WhatsApp, Facebook Messenger, LINE, and Apple Messages for Business, allowing customers to message at their own pace via Virtual Agent or live agents. * **Voice:** Integrates with certified CCaaS platforms to enable call handling and embed Computer Telephony Integration (CTI) within ServiceNow, providing a single interface for voice-only or mixed interactions. ## Practical Workflow Example For example, a customer service manager can leverage Omnichannel to allow customers to start a conversation on one channel and continue seamlessly on another without repeating information. Virtual agents collect initial details and attempt self-service resolution. If escalation is needed, live agents receive the full context and interaction history to efficiently create and resolve cases. The unified workspace allows the team to monitor and manage all channels collectively, reducing resolution times and enhancing service consistency. ## Channel Roles and Administration * **Chat:** Agents handle incoming chats with access to customer history and cases; admins configure routing, queues, escalation paths, and agent capacity. * **Email:** Agents review AI-generated summaries and full activity streams, respond, and log outcomes; admins set routing rules, shared inboxes, and enable AI summarization. * **Messaging:** Agents engage customers and transfer conversations seamlessly; admins connect and manage multiple messaging platforms from one interface. * **Voice:** Agents manage calls with case and customer data visible before answering; admins integrate CCaaS platforms, define routing, and manage agent availability within ServiceNow. ## Benefits for ServiceNow Customers By implementing Omnichannel, ServiceNow customers can expect to streamline customer service operations across diverse communication channels, improve agent efficiency by reducing tool switching, and enhance customer satisfaction through consistent, context-rich interactions. Administrators gain centralized control over routing and capacity management, enabling balanced workloads and improved service delivery quality. Omnichannel routes customer conversations from every channel into one workspace. Agents can see the full interaction history and resolve issues without switching context. ## Omnichannel overview {#omnichannel__section_jlk_gfs_jjc} Omnichannel brings together customer communications from email, chat, voice, messaging apps, web and portal, virtual agents, and in-person interactions. It keeps all conversations and context unified in one system as customers switch channels. Agents manage every interaction from a unified workspace to provide consistent service across every channel. Chat : Chat is available in self-service portals, third-party portals, and mobile apps through Virtual Agent and Engagement Messenger, and conversations carry across every channel. Email : Track, route, and resolve all emails in ServiceNow. Two workflows are available: Email as Interaction creates an interaction record for agent review before optionally converting to a case. Email to Case automatically creates and populates a case record, with all replies threaded within it. Full conversation history is preserved in both workflows. Messaging : Omnichannel messaging supports SMS, WhatsApp, Facebook Messenger, LINE, and Apple Messages for Business, so customers can message at their own pace through Virtual Agent or live agents across all channels. Voice : The Voice framework integrates with certified CCaaS platforms to deliver call features. ServiceNow serves as the unified workspace for organizations that need voice-only or embedded Computer Telephony Integration (CTI). ## Omnichannel workflow {#omnichannel__section_dxh_zrx_xjc} The following omnichannel workflow example shows how Alex, a customer service manager at a growing retail company, improves support across chat, email, messaging apps, and voice. Customers can start in one channel and continue in another without repeating themselves. A virtual agent collects order and issue details and attempts self-service resolution. When escalation is needed, the conversation moves to a live agent with full context, who creates and resolves the case while keeping the complete interaction history linked. From the unified workspace, Alex's team can view every channel in one place, reduce resolution times, and provide consistent, informed service at each touchpoint. ## Channel descriptions {#omnichannel__section_obx_z5y_xjc} {#omnichannel__id_hf2_cvy_xjc__entry__3} | Channel | Role | Description | |-|-|-| | [Chat](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.") | Agent | Review incoming chat with full customer history and open cases, resolve the issue, and record a wrap-up code to close the interaction. | | [Chat](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.") | Admin | Set up chat queues, define routing rules to distribute incoming chats by priority or skill, configure Virtual Agent escalation paths, and adjust agent capacity settings to balance workload. | | [Email](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.") | Agent | Review Al-generated email thread summaries and the full activity stream to understand customer issues without reading every message, compose responses, and log outcomes with wrap-up codes. | | [Email](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.") | Admin | Configure email routing rules to send messages to the correct team, set up shared inboxes for team access, and enable AI summarization to reduce agent review time. | | [Messaging](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.") | Agent | Engage with customers over messaging at a flexible pace and transfer conversations to other agents while preserving the full conversation thread. | | [Messaging](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.") | Admin | Connect and manage multiple messaging channels (SMS, WhatsApp, social messaging) from a single ServiceNow interface instead of toggling between separate tools. | | [Voice](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.") | Agent | Handle inbound and outbound calls with customer details and case history displayed before answering, then record a wrap-up code when complete. | | [Voice](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.") | Admin | Integrate a CCaaS platform with ServiceNow, define voice routing rules, and manage agent availability, all within ServiceNow rather than switching to a separate platform. | [ ] {#omnichannel__id_hf2_cvy_xjc} **Related reference** * [Configure omnichannel](https://www.servicenow.com/docs/eXj26Mi3T_vK1n2qqy5bdA "Set up multiple communication channels so that customers can contact you through their preferred methods.")