Using Advanced Work Assignment
concept australia Updated Sep 10, 2026 1 min read using-awa.md
The following sections detail how awa_manager or awa_agent roles can use Advanced Work Assignment (AWA) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.
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--- title: Using Advanced Work Assignment description: The following sections detail how awa\_manager or awa\_agent roles can use Advanced Work Assignment \(AWA\) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations. locale: en-US canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/using-awa.html release: australia product: Advanced Work Assignment classification: advanced-work-assignment topic_type: concept last_updated: "2026-09-10" reading_time_minutes: 1 breadcrumb: [Advanced Work Assignment, Manage people and work, Conversational Interfaces] --- # Using Advanced Work Assignment The following sections detail how awa\_manager or awa\_agent roles can use Advanced Work Assignment \(AWA\) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.
| title | Using Advanced Work Assignment |
| description | The following sections detail how awa\_manager or awa\_agent roles can use Advanced Work Assignment \(AWA\) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations. |
| locale | en-US |
| canonical_url | https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/using-awa.html |
| release | australia |
| product | Advanced Work Assignment |
| classification | advanced-work-assignment |
| topic_type | concept |
| last_updated | 2026-09-10 |
| reading_time_minutes | 1 |
| breadcrumb | Advanced Work AssignmentManage people and workConversational Interfaces |