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

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Monitor the HR chat queue

# Monitor the HR chat queue {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Employees can ask a question from the Chat with HR link on the
HR Portal. Their question is placed in the HR chat queue, and any HR agent monitoring the
queue can respond to it.

## Antes de Iniciar

Role required: sn_hr_core.admin  
Nota:  
Connect Support will be deprecated. For similar capabilities, please move to Advanced Work Assignment and Agent Chat. For details, see [Move from Connect Support to Advanced Work Assignment and
Agent Chat](https://www.servicenow.com/docs/access?context=migrate-from-connect-support&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

## Por Que e Quando Desempenhar Esta Tarefa

By default, all members of the HR group monitor the HR chat queue. When a question is
submitted to the queue, a pop-up notification appears.  
Figura 1. HR chat queue notification

## Procedimento

1. Navigate to AllCollaborateConnect Support.  
   The Connect workspace opens in a new tab. {#t_MonitorTheHRChatQueueIst__step_NavigateToConnectSupportModule}
{#t_MonitorTheHRChatQueueIst__step_NavigateToConnectSupportModule}
2. Click the support tab of the Connect sidebar, indicated by a headset icon (![Support icon]()).  
   The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation.  
   Figura 2. Support tab of Connect sidebar {#t_MonitorTheHRChatQueueIst__cmd_ClickSupportTabOfConnectSidebar}
3. Accept a conversation in one of the following ways.

   | Option | Description |
   | Accept a conversation from a queue | Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar. |
   | Accept a transfer request | Under Cases, click Accept by a transfer request. Figura 3. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation. |
   |-|-|

   {#t_MonitorTheHRChatQueueIst__choicetable_qpw_dmt_hcc}
4. Respond to the user and help resolve the issue.  
   By default, your messages are added to the conversation record as comments and are visible to the user.
{#t_MonitorTheHRChatQueueIst__steps_uzk_5nm_nx}

## O que Fazer Depois

If necessary, you can open a new HR case or incident from the conversation for further investigation. You can also transfer the conversation to a different agent or queue, or escalate the conversation to a higher priority queue.