Assist agents by joining their chat conversation

---
title: Assist agents by joining their chat conversation
description: Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/workforce-optimization-for-it-service-management/help-agents-using-chat-itsm-configurable-workspace.html
release: australia
product: Workforce Optimization for IT Service Management
classification: workforce-optimization-for-it-service-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Routing work items, Channels, Workforce Optimization for ITSM, IT Service Management]
---

# Assist agents by joining their chat conversation

Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.

## Before you begin

**Important:** Starting with the Brazil release, Workforce Optimization for ITSM is being prepared for future deprecation. It will be hidden and no longer installed on new instances but will continue to be supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base.

**Important:** The Manager Workspace navigation is only available after Workforce Optimization for ITSM is activated and you have been assigned the sn\_wfo\_cfg\_ws.manager role or sn\_wfo\_cfg\_itsm.manager in the Admin Console. If this navigation path is missing, ask your administrator to verify WFO ITSM activation and role assignment. For setup instructions, see [Configuring groups in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configuring-groups-wfo-itsm.md).

Role required: sn\_wfo\_cfg\_ws.manager or sn\_wfo\_cfg\_itsm.manager

**Note:** For more information about the roles, see [Transitioning to the WFO-ITSM base system roles](https://www.servicenow.com/community/workforce-optimization-blog/workforce-optimization-for-itsm-wfo-itsm-transitioning-to-the/ba-p/2995242) Community page.

## About this task

View the work-in-progress chat interactions and​ see if any of the agents has set the **Help Requested** flag as **Yes**. Open the interaction record and view all messages exchanged between the end user and agent​, gain the context and choose to join the conversation by​ either sending internal messages or joining the conversation in public.​

## Procedure

1.  Navigate to **All** > **Workforce Optimization for ITSM** > **Manager Workspace**.

2.  Do one of the following:

    -   Select the **Help Requested** indicator on the landing page.
    -   Select the **Channels** icon, select a queue and then select the **Active Interactions** tab.
    -   In **Lists**, select **Conversation Monitoring**.
3.  Select the interaction record for which you want to join the conversation.

4.  Choose **Join Conversation** to start interacting with the agent or **Send Private Message** to send an message that only goes to the agent.

    The chat conversation is established.


**Parent Topic:**[Routing work items using Channels in Workforce Optimization for ITSM](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/workforce-optimization-for-it-service-management/configurable-channels-workforce-optimization-itsm.md)