Accept a live chat from a requester

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Automatically create an incident by accepting a live chat from a requester.

    Vorbereitungen

    A request must be made to contact a live agent from the Now Support chat window of the Employee Center portal.

    Role required: sn_itsm_fe.itagent

    Prozedur

    1. Navigate to All > Workspaces > Service Operations Workspace.
      The AI-native IT Service Management landing page is displayed.
    2. Select the Inbox icon and then select Available to set your availability.
      Hinweis:
      You must have both Chat and Incident check boxes selected to accept an incoming chat.
      AI native Inbox availability setting.
    3. Select Accept to accept the incoming chat.
      An incident is created and shown in the incident view, which consists of two panels.
      • Chat panel: Includes a short chat summary of the transcripts and conversations.
      • Incident form panel: Includes incident Details and Related record tabs.
    4. On the incident form, update the short description for the incident, and select the Save menu option from the More Options button.
      Hinweis:
      The short description is used to generate the results in the AI recommendations section.
      You can then view AI recommendations, incident summary, or get additional help from Now Assist, including adding resolution steps to the work notes.
    5. Enter relevant information in Work notes, Comments, and Email tabs.
    6. Return to the chat panel to send any notes to the requester.
      Quick actions for the chat include Transfer to Queue, Transfer to Agent, or End Chat.

    Incident form created without an associated chat (for example, using Employee Center portal or email)

    Ai native incident form with no chat panel.