Live Chat Servicenow

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.

Live chat servicenow.

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. Your end users can initiate and maintain an agent chat conversation in any portal page. The pre chat categories are employee facing only and allow employees to select a conversation topic that routes them to the appropriate chat queue.

Remote support includes secure chat support capabilities so you can offer live help from your website knowledge base or self service support portal. 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. You control what topics appear in the pre chat window by configuring the pre chat categories. Write a script to pass portal specific data to agent chat.

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. The job must check for idle chats within a shorter timeframe. 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. 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.

We would like to show you a description here but the site won t allow us. Benefits increase accuracy and speed so developers can simply and quickly create application experiences. Servicenow virtual agent provides an enterprise conversational experience for both employees and customers to resolve common requests. 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. With remote support you can easily move from chat support to screen sharing and remote control.