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Quick actions in Agent Workspace chat

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Quick actions in Agent Workspace chat

Set up shortcuts in Agent Workspace chat so agents can work more efficiently with their customers.

Using quick actions

In Agent Workspace chat, an agent can insert a quick action in any of the following ways:
  • Enter a command after the forward slash (/).
  • Click the lightning bolt icon (Lightning bolt icon) and select a quick action from the menu.
  • If available, click the quick action button on the toolbar.
For example, an agent can transfer a conversation to another queue by entering /tq in the message input field.
Figure 1. Initiating a queue transfer by typing
Initiating a queue transfer by typing
An agent can also initiate a queue transfer by clicking the lightning bolt icon and then selecting /tq from the menu.
Figure 2. Initiating a queue transfer from the quick action menu
Initiating a queue transfer from the quick action menu
Alternatively, an agent can transfer to another queue by clicking the arrow button (Arrow icon) on the toolbar.
Figure 3. Initiating a queue transfer from the toolbar
Initiating a queue transfer from the toolbar
Note: Agents must have the quickactions_user role to use quick actions.

Parameters

Some quick actions require a secondary menu so that agents can further control the quick action. For example, after an agent initiates a queue transfer, the agent needs to select which queue to transfer to. The items that appear on the secondary menu are called parameters.

The following figure shows that, after an agent inserts a quick action to transfer to another queue, the agent sees a list of available queues. The default parameters for the quick action are queues that are available to agents.

Available queues parameters

To create a quick action that requires a secondary menu, you must define parameters for the quick action. For more information, see Define a quick action parameter for Agent Workspace chat.

Default quick actions

The following quick actions are available by default with Agent Workspace chat:
Command name Toolbar button Action Default parameter
tq Arrow icon Transfers the conversation to another queue. Available queues
ta Add user icon Transfers the conversation to another agent. Available agents
r Uses response templates to insert as text in a conversation. Available response templates

Activation information

To enable your agents to use quick actions, you must activate the Agent Chat [com.glide.interaction.awa] plugin, which is required for chat in Agent Workspace.

As of the New York release, quick actions replace Connect actions in Agent Workspace chat. If you activated the Agent Chat [com.glide.interaction.awa] plugin prior to New York, your Connect actions are no longer available in Agent Workspace chat; you may need to create new quick actions.

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