Configure the chat channel with the ServiceNow® Connect Support feature. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. You can also give users the option of switching to a live agent from a virtual agent.

Agents must be added to the Customer Service chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service chat queue to route the chat requests.

For more information, see Connect Support and Virtual Agent.