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My library Knowledge Sources To Go is very popular, but it was intended mainly as a thematically grouped guide to standard sources and was provided by me as a PDF file. For certain topics, however, there is so much content that I can no longer include it in that document, as it cannot continue to grow forever.

For this reason, I have decided to handle such topics in individual community articles like this one instead.

What is Agent Chat?

Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job. But agents also can transfer the chat to another agent if necessary.

Agent Chat uses a persistent widget for chat conversations on any Service Portal page or Workspace that you're using.

Product Documentation

Entry point to the official product documentation

Frequently asked questions for Agent Chat

Community

Entry page topic-related questions, articles & blog posts within the Community Portal

Trainings & Courses

n/a

Articles & Blog Posts

2020-09-01, by Samantha Santo

Migrate from Connect Support to Advanced Work Assignment and Workspace Agent Chat

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.

2022-10-20, by Eliza

What's new in Tokyo for Agent Chat, Routing, and Sidebar

With a new release comes a bundle of new and exciting features for Agent Chat, Routing, and Sidebar! Some features are included within the family release, with others having to be manually downloaded from the ServiceNow Store.

2023-01-26 by ServiceNow Community

Transfer a support chat to another Agent or Queue

Learn how your agents can transfer support chats to their team or to another queue to better serve their end-users. You'll also see how chat transcripts can be retrieved.

Videos &

Podcasts

2020-11-20, by ServiceNow Helpdesk

Setup Live Agent Chat

2022-05-06, by ServiceNow Community

Provide global support with Dynamic Translation for Agent Chat

Today Samantha Santo and Victor Chen of ServiceNow Product Management, give an overview of Dynamic Translation before getting into an exercise of how to enable Dynamic Translation with Agent Chat. This allows agents to seamlessly support employees from around the world.

2022-01-28, by ServiceNow Now Community

Agent Chat Workshop

This workshop on Agent Chat will cover the basics of agent chat, demo key capabilities, and share the latest innovations apart from the Rome release.

2022-10-22, by ServiceNow Community

Migrate from Connect Support to Agent Chat

If you're still using Connect Support with ServiceNow, consider migrating to the newer and better Agent Chat capability. In this Academy, Samyuktha Reddy walks through how to set up Advanced Work Assignment and Agent Chat.

2023-02-24 by ServiceNow Community

How managers help their agents and monitor work

Join Samyuktha Reddy and Virag Shah as they share how managers can assist their agents during support chats via Agent Whisper, and how they can monitor agent workload and results.

2023-01-23 by ServiceNow Community

Transfer a support chat to another Agent or Queue

Learn how your agents can transfer support chats to their team or to another queue to better serve their end-users. You'll also see how chat transcripts can be retrieved.

2023-03-24 by ServiceNow Community

What's New in the Utah release for Conversational Interfaces

Join Victor Chen, Samyuktha Reddy, and Eliza Orchard as we explore the new Utah release for Conversational Interfaces. See demos of features for Virtual Agent, Agent Chat, Sidebar, and more.

2023-08-03 by ServiceNow Community

Migrate from Connect Support to Agent Chat in Next Experience

Join Samyuktha Reddy on how to migrate from Connect Support to Agent Chat for an improved agent support experience.

2023-12-16 by ServiceNow Community

Different ways connecting to a Live Agent

Join Samyuktha Reddy as she shows the many different ways users can connect to a live agent, including with the Virtual Agent and Advanced Work Assignment.

Troubleshooting

Known Error Portal

Pre-configured filter for the respective topic. Remove the query string or modify the filters on the left side if you want to narrow down the search results in a different way.

Selected Articles

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