Connect

You can add additional users to a Connect Support conversation.

Connect Chat is a real-time messaging tool that enables users to chat with individuals and groups, quickly share files, and collaborate on any record by connecting with the right people instantly.

Administrators can configure various performance settings and features of Connect Chat.

The Connect overlay appears over the standard user interface. It consists of the Connect sidebar, which is the primary interface for Connect Chat and Connect Support, and any Connect mini windows that are open. Each mini window contains a header, a conversation area, and a message field.

All users have access to Connect Chat, a convenient way to stay updated on all the people and documents you work with in a familiar chat interface.

The Connect workspace is a full-screen view of all your Connect Chat and Connect Support conversations in one place. It contains the conversation pane, which displays the conversation header and an expanded version of the mini window, and the conversation tools area.

Users can work in a compact view of Connect, which overlays the standard user interface, or in a full-screen workspace.

ServiceNow Connect is a real-time messaging platform that connects you to your coworkers, bypassing email and static documents.

Administrators can configure various performance settings and features that impact both Connect Chat and Connect Support.

Connect Support is a real-time messaging tool that enables support agents to easily track their support cases, find solutions, and resolve problems quickly.

Administrators can configure various performance settings and features of Connect Support.

Optional plugins provide a homepage and Performance Analytics dashboards, which contain helpful Connect Support metrics.

To enable support agents to add users to a Connect Support conversation, add the glide.connect.support.add_members property.

When a record is either linked to or created from a Connect Chat conversation, the details of the record display as a card in the chat window.

Connect Support chats move through specific states.

Use Connect Support in your portal to allow your users to ask questions or submit requests to support agents. You configure the instance options to control the appearance of your widget and how it functions.

Implement the ConversationServerInteractionService extension point, which enables you to create custom scripts that use context variables from pre-chat surveys presented to requesters in the Agent Chat client.

Prevent users from accessing certain websites by disabling linking to specific Top-Level Domains (TLDs).

The Connect Properties page provides several configuration options for Connect.

The Connect Support Properties page provides several configuration options specifically for Connect Support.

The system supports Connect Chat on most modern browsers.

Platform Analytics Solutions contain preconfigured dashboards. These dashboards contain actionable data visualizations that help you improve your business processes and practices.

Connect is active by default on new instances. For upgraded instances, you can activate the Connect plugin (com.glide.connect) if you have the admin role.

The Connect Support plugin (com.glide.connect.support) is no longer available.

In Connect Chat, any member of a group or record conversation can add or remove other conversation members. In a direct conversation with only two people, you cannot add members to the conversation after you create it.

You can create or modify Connect actions to provide custom functionality in Connect Chat or Connect Support conversations.

The polling interval determines how frequently the system polls for new Connect messages.

Connect Support is an extension of Connect. Users designated as support agents have access to the support tab of the connect sidebar. Do not use Connect Support concurrently with legacy chat.

Create a Connect Chat conversation from a Visual Task Board to collaborate with board members and keep track of activity as it happens.

You can replace the default Connect audio notification sound with an audio file of your choice.

The Connect overlay is enabled by default and is integrated with the standard user interface. You can disable the Connect overlay.

Drag and drop functionality in Connect Chat and Connect Support provides an easy way to share external attachments and links or items from within your instance.

In Connect Chat, you can customize the avatar, name, and description for a group or record conversation.

You can control which types of Connect notifications you receive for each conversation and when you receive them.

If an escalation path is defined for a Connect Support conversation, you can use a shortcut to escalate a Connect Support conversation to a different queue.

To make a Connect Support queue accessible to end users, use the accepted URL format.

You can get someone's attention in a group conversation by mentioning them.

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

The support view of the Connect workspace has a built-in knowledge tool that makes it easy to search for knowledge articles and share them in a conversation.

You can share a Visual Task Board in a Connect Chat or Connect Support conversation.

You can start a conversation with one or more users in Connect Chat.

You can follow a record in Connect Chat to track activity as it happens, in a familiar chat interface. When you follow a record, you become a member of a record conversation.

You can transfer a Connect Support conversation to a different agent in the queue or to a different queue.

You can upload a profile picture in your Live Feed profile to use as an avatar in Connect Chat and Connect Support conversations.