Agent Chat

Anonymous users (unauthenticated guests) can chat with support agents in the web chat client, without logging in to a service portal. Admins can control certain aspects of the conversational experience for unauthenticated guest users, such as enabling resumable chat sessions after a browser refresh.

Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.

Give your users a place to interact with your bot and human agents. Choose a Service Portal chat configuration provided with your base system, such as the Service Portal Agent Chat configuration used for Agent Chat and Virtual Agent. Your end users can initiate and maintain a bot or Agent Chat conversation in any page of the portal.

Enable and customize the conversation history options that are available on the conversation history screen.

Configure the Profanity Filter for Agent Chat to detect flagged words in the manner that best suits your company's needs.

Send email to users with summaries of chat messages sent to them while they were offline.

During an Agent Chat or Virtual Agent conversation, the agent or requester may accidentally enter sensitive data. The Sensitive Data Handler detects and masks the sensitive data so it is not viewed by the agent or requester. The Sensitive Data Handler can also collect sensitive data as part of a business process, such as user authentication.

Use scripted extension points to call custom scripts for determining whether a messaging channel is applicable to a user profile in an agent-initiated message.

Enable agents to initiate conversations with customers on a messaging app of customers' choice by using the ServiceNow Agent-Initiated Messaging Interface application.

Install and configure applications to enable a messaging channel for use with the Agent-Initiated Messaging Interface application.

Set up the Agent-Initiated Messaging Interface application to send messages from a messaging channel.

Use scripted extension points to call custom scripts for associating user profiles with agent-initiated messages.

Use scripted extension points to call custom scripts for validating the format of a recipient ID associated with a messaging channel.

Use extension points to call custom scripts.

Configure Agent Chat to enable customers to ask questions and receive information by chatting with a live agent.

Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information.

Reference topics provide descriptions about Agent Chat.

Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.

Agent Whisper lets agents and chat managers have a conversation without the requester knowing.

Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.

Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent.

Dynamic Translation for Agent Chat (DTAC) translates chat conversations from one language to another. This translating enables agents and requesters to have chat conversations with each other without the need of a shared language.

Configure how active chat sessions are handled by the system when live chats become idle.

The Profanity Filter for Agent Chat prevents agents from sending messages to requesters that include profane language (also known as forbidden keywords). If an agent is upset and tries to send a message with offensive language, the Profanity Filter prevents the requester from seeing the message.

Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.

Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.

Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.

Activate Dynamic Translation for Agent Chat (DTAC) so chat conversations can be translated from one language to another.

Add the disable_live_agent property to the Channel Properties related list to exclude it from live agent support.

You can install the Agent-Initiated Messaging Interface application (sn_agent_initiated) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.

Several types of components are installed with installation of the Agent-Initiated Messaging Interface application, including tables, plugins, and ServiceNow Store applications.