Using chat in Agent Workspace for HR Case Management

concept australia Updated Sep 10, 2026 1 min read hr-agent-ws-chat.md

Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

Activation

Confirm that you have activated the Agent Chat [com.glide.interaction.awa] plugin before using this feature.
HR groups

Verify that your HR agents are part of an HR group or subgroup. Having subgroups helps to pair HR agents with the correct skills and knowledge when an employee initiates a chat.

For example, an employee initiates a chat requesting information about your company's benefits. Having a benefits subgroup with agents that specialize in your company's benefits directs the employee's chat to the correct agents.

For more information about HR groups, see Manage HR Groups.
Interaction records

Agent chat automatically creates interaction records. When an employee initiates a chat with an HR agent, an Interaction case is automatically created.
Quick actions

Using quick actions, you can:
- Create an HR case.
- Show applicable response templates.
- Transfer chat to another agent.
- Transfer chat to another queue.
Virtual agent

Automating chat can enhance the employee experience by addressing queries immediately. At any time during a virtual chat, the employee can request to interact with a live HR agent.

For more information on virtual agent, see Virtual Agent for HR Service Delivery.

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---
title: Using chat in Agent Workspace for HR Case Management
description: Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/hr-agent-ws-chat.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# Using chat in Agent Workspace for HR Case Management

Agent chat for Agent Workspace for HR Case Management enables you to ask questions and receive information through live or virtual agent chat.

- **Activation**

Confirm that you have activated the Agent Chat \[com.glide.interaction.awa\] plugin before using this feature.

- **HR groups**

Verify that your HR agents are part of an HR group or subgroup. Having subgroups helps to pair HR agents with the correct skills and knowledge when an employee initiates a chat.

For example, an employee initiates a chat requesting information about your company's benefits. Having a benefits subgroup with agents that specialize in your company's benefits directs the employee's chat to the correct agents.

For more information about HR groups, see [Manage HR Groups](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/t_ManageHRGroups.md).

- **Interaction records**

Agent chat automatically creates interaction records. When an employee initiates a chat with an HR agent, an Interaction case is automatically created.

- **Quick actions**

Using quick actions, you can:

- Create an HR case.
- Show applicable response templates.
- Transfer chat to another agent.
- Transfer chat to another queue.
- **Virtual agent**

Automating chat can enhance the employee experience by addressing queries immediately. At any time during a virtual chat, the employee can request to interact with a live HR agent.

For more information on virtual agent, see [Virtual Agent for HR Service Delivery](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/hr-service-delivery/hr-virtual-agent-conversations.md).