--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Omnichannel # Omnichannel {#ariaid-title1} Release version: Australia Updated May 27, 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 in ServiceNow centralizes customer communications from multiple channels---email, chat, voice, messaging apps, web portals, virtual agents, and in-person interactions---into a unified workspace. This enables agents to view full interaction histories and manage all customer conversations without switching contexts, ensuring consistent and efficient service delivery. Show full answer Show less ## Key Features * **Chat:** Available via self-service portals, third-party portals, and mobile apps through Virtual Agent and Engagement Messenger. Conversations seamlessly continue across channels. * **Email:** Supports two workflows---Email as Interaction for agent review before case creation, and Email to Case for automatic case creation with threaded replies. Both maintain full conversation history. * **Messaging:** Integrates SMS, WhatsApp, Facebook Messenger, LINE, and Apple Messages for Business, allowing customers to message at their own pace via Virtual Agent or live agents while preserving conversation threads. * **Voice:** Integrates with certified CCaaS platforms to provide call functionality within ServiceNow's unified workspace, supporting voice-only or embedded CTI setups. ## How It Works Customers can start interactions in one channel and switch to another without losing context. For example, a virtual agent collects initial details and attempts self-service resolution. If escalation is needed, a live agent takes over with full context and interaction history, streamlining case creation and resolution. Agents manage all channel interactions from the single unified workspace, reducing resolution times and enhancing service consistency. ## Channel Roles and Administration * **Chat:** Agents review chats with customer history, resolve issues, and close interactions with wrap-up codes. Admins manage chat queues, routing, escalation paths, and agent capacity. * **Email:** Agents use AI-generated summaries and full activity streams to efficiently handle emails and log outcomes. Admins configure routing, shared inboxes, and AI summarization. * **Messaging:** Agents engage customers flexibly and transfer conversations while preserving threads. Admins connect and manage multiple messaging channels from one interface. * **Voice:** Agents handle calls with displayed customer and case info, apply wrap-up codes. Admins integrate CCaaS platforms, define voice routing, and manage agent availability within ServiceNow. 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 agent 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/IHVCxXba6DJPOH~vC6YgXg "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/IHVCxXba6DJPOH~vC6YgXg "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/KExFAzQ3zmomBfH3GopDKQ "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/KExFAzQ3zmomBfH3GopDKQ "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/9CSDkfOdtQJMlED_f1oqNA "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/9CSDkfOdtQJMlED_f1oqNA "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/r8aWMzXHk7DFwLc~HcZyig "Configure phone support for customers with Computer Telephony Integration (CTI), OpenFrame, and Interaction Controls Component (ICC) integrations.") | 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/r8aWMzXHk7DFwLc~HcZyig "Configure phone support for customers with Computer Telephony Integration (CTI), OpenFrame, and Interaction Controls Component (ICC) integrations.") | 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/O6YUCJckXbfCjz37yq01TA "Set up multiple communication channels so that customers can contact you through their preferred methods.")