Benefits of migrating

ServiceNow continues to support existing Connect Support customers on the Now Platform for current and upcoming releases but further feature development is not planned for the future.

We strongly encourage customers to make the move from Connect Support to Advanced Work Assignment (AWA) and Workspace Agent Chat as we’re focused on continuing to invest in innovation within Advanced Work Assignment and Workspace Agent Chat.

• Once customers migrate, they’ll be able to route work items (chats, cases, incidents, etc) to agents based on a number of conditions such as skills, availability, and capacity using AWA.
• With Agent Affinity, which is a premium feature of AWA, customers can tailor the assignment logic so that the same agent is assigned to a similar work item instead of orienting a new agent every time.
• Interactions Management, which is part of AWA, is only supported when using Agent Workspace. It automatically stores chat transcripts that Agents can refer back to and downloadable copies that can be shared with customers if desired.
• Supervisors will have access to Operation dashboard to monitor weekly trends, incoming work items, and agent availability.
• Supervisors can monitor live, in-progress chat conversations, join those conversations, and even exchange private messages with Agent using Agent Whisper.

How to migrate

To migrate from Connect Support, use AWA to create chat queues used for routing chat work items to agents and the Chat Setup form to configure Agent Chat.

Please note that Agent Workspace does not support Connect Support.

What is similar about Connect Support and AWA + Workspace Agent Chat?

There are several similarities between the functionality of Connect Support in comparison to AWA and Agent Chat including:

• Launching the chat client from the ServiceNow Service Portal
• Enabling or disable Agent Avatar
• Transferring a chat to chat queues or individual agents
• Modifying OOTB Initial Agent Response
• Using Chat Actions (slash commands)
• Attaching files to chats
• Creating task-based records from chats
• Saving chat transcripts

What is different?

Feature	Connect Support	AWA and Agent Chat
Collecting data prior to chats from a Pre-chat Survey		X
Updating Agent Availability Status	\*	X
Modifying incoming chat card layout		X
Setting time limits for agents to accept chats		X
Routing chats based on agent skills		X
Routing chats based on agent’s existing relationships to customers		X
Routing chats based on agent last assigned		X
Routing chats based on agent l last idle		X
Routing chats based to back-up groups within a Queue		X
Rejecting Chats		X
Supervisors joining chats to observe or assist agents		X
Reporting on chats, related tasks, and interactions		X
Collecting data after chats from a Post-Chat Survey		X
Calculating Agent Capacity	\**	X

* With AWA and Agent Chat, agents have the ability to control their own Availability status whereas Connect Support Agent Availability is driven by Scheduled Business Hours.

** With AWA and Agent Chat, agent capacity is automatically calculated pending and in-progress chats whereas Connect Support is driven from a static numeric value within Connect Support Properties.

Full Feature Comparison

Feature Functionality	Connect Support	AWA/Agent Chat	Release
Agent Whisper		X	Paris
Dynamic Translation for Agent Chat		X	Quebec
Service Portal Chat Widget	X	X	Madrid
MS Teams integration	X (not available Quebec+)	X	Madrid
Slack Integration	X (not available Quebec+)	X	Madrid
Queue Overflow Handling		X	Madrid
Queue Schedules	X	X	Madrid
Native Pre-Chat		X	Orlando
Pass Context Variables on Chats	X	X	Madrid
Assign chats based on agent skills		X	Madrid
Assign Work Items to Agents based on Agent Affinity		X	Orlando
Chat Timeout Reassignment		X	Madrid
Queue and Agent Chat Transfers	X	X	Madrid
Variable Work Item Sizing		X	Orlando
Assignment based on agent capacity	Static value in Connect Properties	X	Madrid
Agent Inbox to view incoming chats	X	X	Madrid
Allow agents to reject Chats and provide a reason for the rejection		X	Madrid
Chat Transcripts	X	X	Madrid
Create task-based records from conversations	X	X	Madrid
Customize the audio alert by uploading your own audio file	X	X	Orlando
Directly notify other agents from a chat using @Mentions	X		Madrid
Insert pre-canned messages into a chat using Response Templates		X	New York
Set and track Agent Presence		X	Madrid
Supported in Agent Workspace		X	Madrid
Create and edit Chat Actions	X	X	New York
Create and edit initial responses per chat queue	X	X	Madrid
Attach files within chat conversations	X	X	Madrid
Configure anonymous agent details to requestors		X	Orlando
Requestors can see their wait time	X	X	Orlando
Post Chat Surveys	Survey link only available when agents end chats	X	Orlando
Auto-logging of Interaction Transactions		X	Quebec
Customizable inbox audio alerts per Service Channel		X	Quebec
Queues can be defined to support external routing		X	Quebec

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