---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Configure Chat queues

# Configure Chat queues {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Configure chat queues to enable users to communicate with the agents for assistance
on their request.  
You can configure chat queues using one of the given options.

* Advanced Work Assignment for agent workspace
* Connect Chat support
{#config-chat-queues__ul_zd4_2dc_xlb}

By default, a sample Universal Request Chat Queue is available for both the options. You
can create your own queue or customize the default queue.
* **[Configure Advanced Work Assignment chat queue](https://www.servicenow.com/docs/pW9WZ6Grqwb78tsnyOB6pA)**   
  Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.
* **[Configure Connect chat support queue](https://www.servicenow.com/docs/xZ5J6V6NjbO09tvhZf4QNg)**   
  Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.