Configure Chat queues

---
title: Configure Chat queues
description: Configure chat queues to enable users to communicate with the agents for assistance on their request.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/config-chat-queues.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring Universal Request, Setting up and configuring Universal Request, Universal Request, Employee Service Management]
---

# Configure Chat queues

Configure chat queues to enable users to communicate with the agents for assistance on their request.

You can configure chat queues using one of the given options.

-   Advanced Work Assignment for agent workspace
-   Connect Chat support

By default, a sample Universal Request Chat Queue is available for both the options. You can create your own queue or customize the default queue.

-   **[Configure Advanced Work Assignment chat queue](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-config-awa-queue.md)**  
Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.
-   **[Configure Connect chat support queue](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-connect-chat-queue.md)**  
Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.

**Parent Topic:**[Configuring Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/configure-ur.md)