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- Amazon Connect for voice calls via ICC
- Manage Amazon Connect calls directly in the CSM Configurable Workspace voice Interaction record page. This integration supports inbound and outbound call flows, presence management, and call transfers without switching applications.
- Selecting queues for outbound calls
- Enable agents to designate a specific queue for their
outbound calls directly from the keypad or the phone directory in the Global Call window to improve routing and reporting. This provides a streamlined search interface that enables agents to find and select a single queue that
can be applied across all outbound dialing methods.
- Integrating WhatsApp with Customer Service Management using the WhatsApp Cloud API
- Connect directly to WhatsApp Cloud API for more reliable, feature-rich customer support without third-party dependencies. The key capabilities include the following:
- Send and receive text messages for direct customer communication.
- Exchange images, videos, audio files, and documents for clearer, more contextual conversations.
- Simplify customer input with list pickers and location sharing.
- View typing indicators for more natural conversational flow.
- Automatically capture and record customer opt-in and opt-out messages to ensure compliance with WhatsApp's messaging policies.
- Defining CCaaS callbacks
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- Offer callers a callback option that lets them retain their position in the queue and receive a call when an agent is available. Alternatively, callers can choose a specific date and time for the callback, also known as
scheduled callback.
- As an agent, view callback requests in the order that they're received.
- CCaaS callback features
- As an agent, address callback requests from the CSM Configurable Workspace. Initiate callbacks and manage active calls with the Callback context card and Callback Actions component on the voice interaction page.
On the Callback actions component, you can
use the Call number option to initiate a call; alternatively, the call can be initiated automatically at the end of the preview timer when enabled. After the call has ended, the Close
callback option closes the callback interaction and changes the status to Closed complete. Agents can also retry the callback as needed. Monitor the callback life cycle and capture the preview time that
measures the time between when an agent accepts the callback request and the agent dials out the customer.
- Global call list
- Switch between workspaces using the global call list. As a CSM agent, you can accept calls and open interaction records in supported, unsupported, or default workspaces.
- Phone directory
- Access the embedded phone directory in your CSM Configurable Workspace via Interaction Controls Component (ICC) to make outbound calls to external and internal contacts.
- Call resiliency
- Route phone calls to the CSM Configurable Workspace without creating an interaction record, helping agents handle calls even during connectivity issues.
- Voice Controls Simulator tool
- Test and validate voice call UI flows in the CSM Configurable Workspace to ensure CCaaS partners have clear insights into their supported voice control capabilities.
- Monitoring calls
- Enable supervisors to monitor, coach, and barge-in on calls in real time by integrating ServiceNow's native voice call feature within an active call interface.
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- Web Embeddables
- Embed ServiceNow components into any third-party website or web application to extend the ServiceNow AI Platform capabilities. You can use a library of default configurable components or create custom components.
You can configure and embed the following ServiceNow components on the third-party websites:
- Case list: Displays a comprehensive list of cases along with their key details.
- Case view: Shows a detailed view of case and case-related activities. You can display relevant playbooks when created for the case record.
- Case create: Displays a form to create a case to address issues related to products and services.
- Catalog item: Request Service Catalog items or services.
- Knowledge article view: Displays knowledge articles along with key details like title, content, author, view count, read time, and more. You can also rate the article and switch the display
language.
- Data visualization: Shows a graphical representation of information from any ServiceNow AI Platform table using visual elements such as single score, pie, donut, and semi donut charts.
- Playbook intake: Enable your users to submit cases using the Playbook guided experience. Systematically capture case details and display stages, and activities involved in resolving the case.
- Catalog browse: Browse and search Service Catalog items from different catalogs and categories within a third-party website.
- Object list: Display records from different tables with their related actions in a list format.
- Amazon Connect for voice calls via ICC
- Manage Amazon Connect calls in the CSM Configurable Workspace voice Interaction record. The integration supports inbound and outbound call flows, presence management, and transfers without switching applications.
- Supervisor call monitoring
- Monitor, coach, and join agent calls from the CSM Configurable Workspace without having to switch to the CCaaS desktop. All supervisor actions are automatically logged for auditing and reporting purpose.
- Agent help request for voice calls
- Agents can request supervisor assistance during active calls using the Help Request button, specify a reason to give supervisors context before they respond, and receive notifications when
supervisors coach or join. All help request data is captured for reporting to support data-driven coaching. Additional agent workflow enhancements include:
- Configure the phone directory to show or hide the Agents, Queues, or External tabs based on CCaaS provider settings, preventing transfers to unsupported numbers.
- During active calls, agents can view real-time availability status for other agents in the transfer list and phone directory, supporting more informed transfer decisions.
- Use AI to generate wrap up code and notes summary
- Automatically suggest a wrap-up code and generate an interaction summary based on conversation transcripts by using Now Assist, which reduces manual documentation time and contributes to consistent record-keeping. Choose automatic or agent-initiated generation to fit your workflow.
- Use Consumer Portal
- Support your consumers through the Consumer Portal self-service capabilities such as knowledge articles, service catalogs, case management, Virtual Agent, and others. These capabilities help reduce maintenance effort through low-code configurations on pages with configurable widgets.
- Native callback features
- Callback management enables agents to schedule callbacks on behalf of customers. The key features include:
- Enable agents to schedule callbacks from any interaction or case.
- Equip agents to reschedule or cancel callbacks from the callback record page with proper state tracking.
- Facilitate agents to view scheduled callbacks in the list view so they can open the individual callback record page.
- Enable agents to view and manage scheduled callbacks for the current interaction or case in the contextual side panel.
- Email interaction feature: Wrap up of email interactions
- Note the following capabilities introduced for wrapping up email interactions:
- Introduction of wrap‑up modal for Advanced Work Assignment (AWA) and CCaaS‑routed email interactions with internal wrap‑up codes configurable by admins.
- Automatic closure of inactive interactions with system-assigned wrap-up codes in multiple scenarios:
- When agents create a case from an email interaction.
- When the wrap-up modal times out without agent submission.
- When customers don’t respond within the defined follow-up period.
- Email interaction feature: Outbound Interaction from agent-initiated email
- The new capabilities for outbound interactions initiated by agents through email are:
- Initiate outbound email interactions from contact or consumer records by selecting email addresses or using the Compose Email UI option, opening a modeless email composer with the recipient's email
address auto-populated.
- Automatic creation of Work‑In‑Progress (WIP) outbound email interactions when agents initiate an email to a customer.
- Preserve email drafts when agents navigate away, and automatically close interactions that show no sent or received email activity and contain only unsent drafts within a rolling 30‑day period. Any agent
activity on the draft resets the 30‑day window.
- Consolidate multiple agent‑initiated drafts into a single, unified interaction within service workflows, with ownership assigned to the sending agent. You can optionally configure the system to create
separate interactions for each draft for the same contact.
- Configurable reminder windows for sending automated reminder emails when customers don’t respond.
- Customer response notifications on the ongoing tab and interaction linking in contact or consumer related lists for seamless conversation tracking.
- Email interaction feature: Transfer Email Interactions
- Transfer CCaaS or AWA-routed email interactions to another queue or agent. When transferring to a queue, corresponding routing rules apply automatically. When transferring to a specific agent, the interaction is
directly assigned.
- Email interaction feature: Email reply routing and summarization
- The new capabilities for smart email routing and summarization are:
- Receive customer email replies on the correct open case or interaction automatically, with ServiceNow Otto® selecting the best-matching case when multiple open cases exist.
- Get AI summaries automatically on transfer and on demand, reducing the need to read the full email thread.
- See summaries instantly on page refresh without re-running AI, and refresh with one click when new activity arrives on the interaction.
Note: Check your entitlements to determine whether you have access to summarization and AI-based context matching.
- Usage insights for call events enabled using Interaction Controls Component (ICC)
- Monitor call events from ICC enabled agent sessions for the customer, in Usage Insights available under Platform Analytics. View, filter,
and inspect event payloads for actions such as muting, recording, and coaching session initiation. To enable tracking, turn on the Analytics toggle in the agent's profile preferences and add the agent's
sys_id to the sn_openframe.logger.enabled.users system property.
- Amazon Connect SSO integration with ServiceNow
- Configure Single Sign-On (SSO) between ServiceNow and Amazon Connect by adding the identity provider SSO URL to the Amazon Connect instance configuration. When a Security Assertion Markup Language (SAML) compatible identity provider is configured, agents signed in to ServiceNow can access Amazon Connect in the Contact Control Panel (CCP) without separate credentials.
- Call Wrap-Up
- Initiate the wrap-up process before a call ends using the Open Wrap-Up button in the ICC enabled Active Call window. Agents can enter wrap-up codes and notes in real time, and minimize or expand the wrap-up modal as needed to maintain context
during the call. Enable this feature for your CCaaS integration.
- Implement the overflow menu for active calls
- Access primary call controls, such as Recording, Hold, Mute, Transfer, and Help Request, directly on the active call interface. When controls exceed five or the available display width, additional CCaaS-defined
actions are available through an overflow menu.
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