Accept a live chat from a requester

Automatically create an incident by accepting a live chat or phone call from a requester.

Before you begin

A request is made to contact a live agent from the Now Support chat window of the Employee Center portal, for example.

Role required: sn_service_desk_agent

Procedure

1. Navigate to All > Workspaces > Service Operations Workspace.
   The Simplified IT Service Management landing page is displayed.
2. Select the Inbox icon and then select Available to set your availability.
   Note:

   You must have both Chat and Incident check boxes selected to accept an incoming chat.

   
3. Select Accept to accept the incoming chat.
   An incident is created and shown in the incident view, which consists of two panes.

   • Chat and Details pane:
     • Chat tab.
     • Details tab: Includes all the details regarding the requester in addition to links to related incidents, assigned assets, attachments, and templates.
   • Overview and Related records pane.
4. On the incident form, update the short description for the incident, and select the Save menu option from the More Options button.
   Note:

   The short description is used to generate the results in the AI summary and next steps pane.
   You can then view the incident Summary, Proposed Next Steps, Related search results, Compose, and Activity sections as well as get additional help from Now Assist.
5. Enter relevant information in Work notes, Comments, and Email tabs.
6. Return to the chat panel to send any notes to the requester.
   Quick actions for the chat include Start an autopilot topic, End Chat, Response Templates, Search KB Article, Chat Summary, Transfer to Agent, and Transfer to Queue.

Incident created without an associated chat (for example, using Employee Center portal or email)