Live Chat Servicenow

Your end users can initiate and maintain an agent chat conversation in any portal page.

Live chat servicenow. Benefits increase accuracy and speed so developers can simply and quickly create application experiences. 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. The job must check for idle chats within a shorter timeframe. You control what topics appear in the pre chat window by configuring the pre chat categories.

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. Remote support includes secure chat support capabilities so you can offer live help from your website knowledge base or self service support portal. We would like to show you a description here but the site won t allow us. 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.

Write a script to pass portal specific data to agent chat. Integrating beyondtrust remote support with servicenow gives you a complete remote support solution. When an offline user is sent a connect message the collaboration new offline message event fires. Servicenow virtual agent provides an enterprise conversational experience for both employees and customers to resolve common requests.

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. For example if the reminder message timeout is 60 seconds after the requester s last response set the idle chat time task job to run every 60 seconds. With remote support you can easily move from chat support to screen sharing and remote control. 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 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.