Configure omnichannel

---
title: Configure omnichannel
description: Set up multiple communication channels so that customers can contact you through their preferred methods.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/enable-comm-channels.html
release: australia
topic_type: reference
last_updated: "2026-09-10"
reading_time_minutes: 3
breadcrumb: [Configure, Customer Service Management]
---

# Configure omnichannel

Set up multiple communication channels so that customers can contact you through their preferred methods.

<table id="table_mhz_4gb_l1c" class="nav-card"><tbody><tr><td>

[Consumer messaging apps\[Omitted image "bus-customer-service.svg"\] Alt text:Integrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/consumer-messaging-apps.md)

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[Chat\[Omitted image "bus-chat.svg"\] Alt text:Configure Chat to enable and use Virtual Agent to create or use predefined chatbot topics \(conversations\) for your users, and give them the option to switch to a live agent at any time.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_ChatFeature.md)

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[Email\[Omitted image "bus-email.svg"\] Alt text:Configure an email channel to either create interactions or cases from incoming emails.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CustomerServiceEmailCommunication.md)

</td><td>

[Voice\[Omitted image "bus-customer-service-agent.svg"\] Alt text:Configure voice call support by using OpenFrame and Interaction Controls Component \(ICC\). Integrate with a third-party telephony system through CCaaS integration to handle calls in the Workspace. Alternatively, enable WebRTC voice calls directly from portal pages or Engagement Messenger.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_PhoneCommunication.md)

</td></tr></tbody>
</table>## Communication channels overview

Configure communication channels for users to email, call, or chat, and integrate social media channels. This helps users reach your team through their preferred method for assistance.

-   **[Consumer messaging apps](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/messg-integrate-channels.md)**

    Integrate Customer Service Management with consumer messaging apps to deliver a conversational mobile messaging experience for consumers and customer contacts. Customers can message your company using their preferred app to start a conversation with a virtual or live agent. The following consumer messaging apps can be integrated with Customer Service Management: WhatsApp, LINE, Facebook Messenger, and Apple Messages for Business.

-   **[Chat channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_ChatFeature.md)**

    The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service and Consumer Service Portals. You can also enable Virtual Agent to create or use predefined chatbot topics \(conversations\) for your users.

-   **[Email channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_CustomerServiceEmailCommunication.md)**

    Customers can send emails to create cases and update current cases, and receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow email accounts feature to create and maintain email accounts.

-   **[Phone channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/c_PhoneCommunication.md)**

    Computer Telephony Integration \(CTI\) helps integrate a third-party telephony system to your ServiceNow Workspace via OpenFrame and Interaction Controls Component \(ICC\). Any third-party Contact Center as a Service \(CCaaS\) platform \(like Amazon Connect, Genesys, and others\) can integrate to the ServiceNow CRM Platform. CCaaS can integrate their voice call controls and workflows into their provisioned instance to enable agents to handle phone calls directly within their Workspace.

    You can also use voice call widgets using WebRTC to make calls directly from portal pages or the Engagement Messenger. Call context stays intact as customers navigate between pages. These calls connect to AI Voice Agents to deliver conversational voice experiences without relying on contact center platforms.

    [Omnichannel Callback](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/configure-omni-callback.md)

    Set up and configure Omnichannel Callback for Customer Service Management to enable customers to request voice or video callbacks. Customize the feature to meet your organization's needs, enhancing customer experience and optimizing case resolution efficiency.