Provide customer support by automatically routing incoming work to agents through service channels.

A service channel is a means of assigning a specific type and scope work to agents. You can configure base system service channels to set the context and attributes that define work handled in the channel, or create your own custom service channel.

Advanced Work Assignment provides several service channels from which work items originate. These channels are:
Service channelDescriptionPlugin
Case

Used to route and assign customer service cases

Included with the Customer Service
Chat

Used to route and assign chat interactions

Included with the Agent Chat plugin (com.glide.interaction.awa).
Chat - Asynchronous

Used to route long-running conversations that use multiple service channels.

Included with the Conversational Messaging plugin (com.glide.messaging.awa).
Facebook Messenger

Used to route requests from the Facebook Messenger chat conversations

Included with the Conversational Integration with Facebook Messenger store application.
Incident

Used to route and assign incidents

Included with the Advanced Work Assignment for incidents plugin (com.snc.incident.awa).
Line

Used to route requests from the LINE chat conversations

Included with the Conversational Integration with LINE store application.
SMS

Used to route long-running SMS conversations and conversations that use multiple service channels

Included with the Install Conversational SMS service channel application.
Walk-up

Used to route requests from a walk-up contact channel

Included with the Walk-up Experience plugin (com.snc.walkup).
WhatsApp

Used to route requests from the WhatsApp chat conversations

Included with the Conversational Integration with WhatsApp (powered by Twilio) store application.

You can also set up a custom service channel to address work that is not supported in the base system channels. For more information, see Set up a custom service channel.

For each service channel, you set attributes such as:
  • Agent capacity: Amount of work that can be handled by the agents supporting the channel.
  • Filters: Conditions that filter the type of work handled in the channel.
  • Utilization: Conditions that determine when work items are generated.
For each service channel, you also:
  • Create the agent inbox card layout used in Agent Workspace.
  • Set capacity overrides for specific agents.
  • Review and modify associated work item queues. For the Chat service channel, you can create queues using the Queues related list.