Customer service chat channel

Customers can use the chat channel to communicate with a customer service agent.

The chat communication channel uses the ServiceNow Connect Support messaging feature to provide chat capability.

The customer portal includes a chat icon that customers can click to open a chat window and start a discussion with a customer service agent.

The chat request from the customer is routed to an available agent with the required skill set. The agent can respond to the customer and, if necessary, create a new case or link the discussion to an existing case.

Agents must be added to the Customer Service chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service chat queue to route the chat requests.

If a case is created as the result of a chat, the customer can find the case by clicking My Cases on the customer service portal and viewing the case list. The customer service agent can also link a chat discussion to an existing case. Details from the chat discussion are copied to the case form and appear in the Activity field.

For more information, see Connect Support.