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Migrate from Connect Support to Advanced Work Assignment and Agent Chat

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Migrate from Connect Support to Advanced Work Assignment and Agent Chat

Agent Chat (live chat) is the real-time messaging system that agents use in Agent Workspace to interact with customers. To migrate from Connect Support, use AWA to create the chat queues used for routing chat work items to agents and the Chat Setup form to configure Agent Chat.

Before you begin

Role required: admin

Procedure

  1. Activate the Advanced Work Assignment and Agent Chat plugins if they are not currently active.
  2. If needed, review your existing Connect Support chat queues and determine whether you want to create a similar set of queues for the Chat service channel in AWA.
    Note: You cannot use your Connect Support chat queues in AWA. Chat queues for Connect Support are stored in the Chat Queue [chat_queue] table, while chat queues for AWA are stored in the AWA Queue [awa_queue] table.
  3. In AWA, configure the Chat service channel and create the associated chat queues.
  4. In the Chat Setup form, specify Agent Workspace as the fulfiller interface for live chat.
    1. Navigate to Collaboration > Chat Setup.
    2. In the Global Fulfiller UI choice list or the Fulfiller UI choice list for CSM or ITSM, select Agent Workspace.
    3. Click Update.
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