Handle Chats in Unified Agent Workspace for ServiceNow

You can handle chats in Unified Agent Workspace for ServiceNow if your administrator enables them. Chats assigned to you appear in your Inbox icon of a box on a purple background. Includes a dot that indicates your status..

Answer Inbound Chats

  1. Launch and log in to Unified Agent Workspace for ServiceNow.

  2. In the left menu, click Inbox icon of a box on a purple background. Includes a dot that indicates your status..

  3. Set your Status to Available.

  4. When a chat appears in your inbox, click Accept.

    A ServiceNow Interaction record appears. If you close the record, click the phone icon a phone outlined in white on a black background. in the top menu and select Open interaction to reopen it.

  5. Draft your response in the response field at the bottom.

  6. Press Enter on your keyboard or click Send Icon of a paper airplane..

Transfer Chats

You can transfer chats to other agents. If you don't know who to transfer the chat to, you can transfer it to a queue. The chat is then assigned to an agent with that queue.

Transfer Chats to Other Agents

  1. During a chat, click Transfer to Agent Icon of an arrow next to a person..

  2. Select the agent you want to transfer the chat to. A command beginning in /ta, followed by the agent's ID in question marks, appears in the response field.

  3. Press Enter on your keyboard or click Send Icon of a paper airplane..

Transfer Chats to Queues

  1. During a chat, click Transfer to queue icon of an arrow pointing right..

  2. Select the queue you want to transfer the chat to. A command beginning in /tq, followed by the queue's ID in quotation marks, appears in the response field.

  3. Press Enter on your keyboard or click Send Icon of a paper airplane..

Transfer Attachments

  1. During a chat, click the attachment icon icon of an arrow pointing right..

  2. Select the file to attach, and then click Open.

Monitor conversation insights

During the conversation, the side panel displays:

  • Copilot suggestions

  • Legal Disclosure information for AI-generated content

  • Customer Sentiment status

Use Response Templates

Response templates are pre-written replies you can select and send to contactsClosed The person interacting with an agent, IVR, or bot in your contact center..

  1. During a chat, click Quick Actions Icon of a lightning bolt.. If quick actions aren't available to you, enter /r in the response field.

  2. Select the response template you want to send. A command beginning in /r, followed by the response template's ID in quotation marks, appears in the response field.

  3. Press Enter on your keyboard or click Send Icon of a paper airplane..

Close Chats

  1. Click Leave Chat in the upper-right corner of the conversation.

  2. In the Wrap-up window, select a wrap-up code.

  3. In the Notes field, enter any relevant notes.

  4. Click Submit & Close.