Live Chat Servicenow

You control what topics appear in the pre chat window by configuring the pre chat categories.

Live chat servicenow.

With servicenow service portal you can deliver your apps to employees through a modern easy to use portal they can access from any device any time. Your end users can initiate and maintain an agent chat conversation in any portal page. With remote support you can easily move from chat support to screen sharing and remote control. Facebook messenger workplace by facebook and any other popular chat or messaging app.

If your chat interface is connect support use the chat setup form to specify the chat queues used for live agent transfers for details on defining chat queues in connect support see administer connect support queues. The system waits the amount of time provided in the collaboration email interval property then triggers the collaboration notify offline user and collaboration notify offline user group events depending on if the conversation was peer to peer or a group conversation the sysevent email action. If your chat interface is connect support use the chat setup form to specify the chat queues used for live agent transfers for details on defining the chat queues in connect support see administer connect support queues. If you want to set an idle chat message reminder timeout that is under 120 seconds you must also change the time at which the idle chat time task job runs.

Write a script to pass portal specific data to agent chat. The pre chat categories are employee facing only and allow employees to select a conversation topic that routes them to the appropriate chat queue. If you are using agent workspace live agent transfers are assigned automatically to the appropriate agents through the chat service channel in advanced work assignment. Servicenow virtual agent provides an enterprise conversational experience for both employees and customers to resolve common requests.

Benefits increase accuracy and speed so developers can simply and quickly create application experiences. For example pass the name of your knowledge base to a virtual agent conversation if you. If you re using agent workspace live agent transfers are assigned automatically to the appropriate agents through the chat service channel in advanced work assignment. Integrating beyondtrust remote support with servicenow gives you a complete remote support solution.

Remote support includes secure chat support capabilities so you can offer live help from your website knowledge base or self service support portal. The job must check for idle chats within a shorter timeframe.