Monitor incoming Connect Support conversations

---
title: Monitor incoming Connect Support conversations
description: In the support tab of the Connect sidebar, you can monitor the queues for which you are an agent and accept incoming conversations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/servicenow-platform/connect/t\_MonitorIncomingConnectSupport.html
release: australia
product: Connect
classification: connect
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Connect Support, Connect, ServiceNow AI Platform Additional Capabilities, Extend ServiceNow AI Platform capabilities]
---

# Monitor incoming Connect Support conversations

In the support tab of the Connect sidebar, you can monitor the queues for which you are an agent and accept incoming conversations.

## Before you begin

Role required: none

## About this task

**Note:** The support tab is visible only if you are an agent for one or more queues.

## Procedure

1.  Navigate to **All** > **Connect** > **Connect Support**.

    The Connect workspace opens in a new tab.

2.  Click the support tab of the Connect sidebar, indicated by a headset icon \(\[Omitted image "IconSupport.png"\] Alt text: Support icon\).

    The support tab displays **Queues** to which you belong. It also displays your open support conversations under **Cases**. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. An agent can also request to [transfer a conversation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/connect/t_TransferAConnectSupportConvo.md) directly to you.

    \[Omitted image "ConnectSidebarSupportTab.png"\] Alt text: The support tab of the Connect sidebar displays queues you belong to and support cases

3.  Accept a conversation in one of the following ways.

<table id="choicetable_rtc_4wl_wt"><tbody><tr><td id="d98432e124">

**Accept a conversation from a queue**

</td><td>

Under **Queues**, click **Accept** by the queue.The conversation opens in the conversation pane and an entry appears in the **Cases** section of the sidebar.

</td></tr><tr><td id="d98432e145">

**Accept a transfer request**

</td><td>

Under **Cases**, click **Accept** by a transfer request.\[Omitted image "ConnectSupportTransferRequest.png"\] Alt text: The transfer request contains buttons to Decline or Accept

 The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.

</td></tr></tbody>
</table>4.  Respond to the user and help resolve the issue.

    By default, your messages are added to the conversation record as comments and are visible to the user.

5.  Initiate a Zoom meeting to help resolve customer issues faster.

    For more information, see Initiate Zoom meetings from chats.


**Related topics**  


[Configure a survey in the Connect chat support](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/servicenow-platform/take-survey-connect-chat.md)