Live Agent chat in Service Operations Workspace

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Service Operations Workspace enables agents to work on any incident created using Live Agent chat.

    An application admin can integrate the Live Agent into the ServiceNow application by installing the com.glide.interaction.awa plugin. For more information about installing and enabling a plugin, see Activate a plugin.

    After the plugin installation, an inbox icon Inbox icon. appears in the sidebar of the Service Operations Workspace window.

    By default, the status of the agent is Offline. To start the communication, the agent must modify the status to Available.

    When the customer reports an incident through Live Agent (for example, through the Service Portal), an incident is created automatically in the Inbox. The agent can then work on the incident and chat with the user simultaneously to resolve the issue.
    Figure 1. Live Agent in SOW
    Incident created by Live Agent chat in SOW.

    For more information about Live Agent chat integration, see Move from Connect Support to Advanced Work Assignment and Agent Chat.