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Customer service chat channel

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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 feature to provide chat capability. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. The user always has the option of switching to a live agent.

The Customer Service Portal and Consumer Service Portal include 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 either routed to a virtual agent or 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 and Activate Virtual Agent for CSM.