--- 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 consumer messaging apps # Consumer messaging apps {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Configure communication channels to provide users with options to email, call, or chat with your teams for help. You can also integrate with social media. ## Before you begin Role required: admin ## About this task You have the following options for setting up communication channels: ## Procedure * Set up the [Customer Service 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, update current cases, and receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow [email accounts](https://www.servicenow.com/docs/access?context=c_EmailAccounts&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US) feature to create and maintain email accounts. * [Configure one or more email addresses](https://www.servicenow.com/docs/access?context=t_ConfigureAnEmailAccount&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). * [Configure an email address for a product](https://www.servicenow.com/docs/zL0g9dGijDW8gty1O5SFeA "Configure an email address that creates a case for a specific product."). * [Configure an email subject line prefix](https://www.servicenow.com/docs/ZXigaWsXbsU_puDmOHP2SQ "Configure a prefix to include in an email subject line that creates a case.") * [Set email communication channel properties](https://www.servicenow.com/docs/hxhChWZevYw8RawfqGd1_w "Users with the system administrator role can set several properties for the Customer Service Management email communication channel.") * [Create an email client template](https://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). * [Create quick messages](https://www.servicenow.com/docs/access?context=t_QuickMessages&version=brazil&pubname=brazil-platform-administration&ft:locale=en-US). * [Create rules for incoming emails and create and assign cases](https://www.servicenow.com/docs/CZay1BIUwEInSZPZpkpwFw "Create your email-related business processes using Inbound Email Flows. After you receive an email on a specified support email address, you can define rules to create cases and assign the cases to specific teams."). {#set-up-communication-channels__ul_c4p_ps5_qx} * Set up the [Customer Service 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."). External customers can reach out to customer service agents using the phone communication channel. Customer Service Management uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers, and the Notify application and the Twilio Voice product. OpenFrame is included with Customer Service Management. The CTI Softphone plugin (com.snc.cti) and the Customer Service CTI Demo Data (com.snc.customerservice_cti_demo) plugin must be activated separately. The Notify plugin (com.snc.notify) is activated as part of the CTI Softphone plugin. * [Set up the phone communication channel](https://www.servicenow.com/docs/g4bylSInKbNnzLMBpoWLdQ#t_PhoneInstallationAndConfiguration "Activate and configure the Notify, CTI Softphone, Customer Service Management, and OpenFrame plugins to use the phone communication channel. These plugins must be activated and configured before the phone communication channel between customer service agents and external customers can be used. You must also set up a Twilio Voice account."). * [Associate a phone number with a workflow](https://www.servicenow.com/docs/0xEXtFDy77X6iczyenjG~A "You can associate a Notify phone number with a workflow."). * [Create an OpenFrame configuration](https://www.servicenow.com/docs/AFLq6nsW8MPJW8ubiu~e9w "This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame."). {#set-up-communication-channels__ul_sgg_b55_qx} * Set up the [Customer Service 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 Portal and Consumer Service Portal. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. * [Configure the customer service chat queue](https://www.servicenow.com/docs/fdC_ChQn5N6xyZdrpIpaiw "Define the customer service agents, default chat messages, schedule, and escalation path for the customer service chat queue."). * [Add an agent to the chat support assignment group](https://www.servicenow.com/docs/784oVIEkJodg0i1hl96QfQ "Agents must be added to the chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service Management chat communication channel to route chat requests."). * [Activate Virtual Agent for Customer Service Management](https://www.servicenow.com/docs/_F6VvVRiHXlY9GBhaZEbBw "Activate the Customer Service Virtual Agent plugin to enable predefined chatbot conversations that help customers complete common self-service tasks. The plugin includes ready-to-use topics that you can publish after activation."). * [Activate Customer Service Virtual Agent conversations](https://www.servicenow.com/docs/0vAu~W2M3cmIR0SAVnA1VA "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze and understand user input. Chatbots then navigate users to the right topic based on inferred intent."). {#set-up-communication-channels__ul_orw_pt5_qx} * Set up the [social media integration](https://www.servicenow.com/docs/e_BC_Mb~6w90_AJ0kEl6Xg "Support case resolution through social media communication channels.") feature to support case resolution through social media channels. * [Create a social media profile](https://www.servicenow.com/docs/G4wMUWEXLXNpRlvpp_QRLA "Users with the customer service manager role can create a social media profile for an account, contact, or consumer.") for an account, contact, or consumer. * [Create a social media log entry](https://www.servicenow.com/docs/zissBfhw4H_QyL0TmqhjKQ "Users with the customer service manager role can create a social media log entry for a case.") for a case. {#set-up-communication-channels__ul_kfl_x55_qx}