---
sourceDocument: Australia ServiceNow AI Platform Capabilities
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/servicenow-platform

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia ServiceNow AI Platform Capabilities

ft:clusterId :

    - platcap

bundleId :

    - platcap

workflow :

    - Platform


---

# Migrate from legacy chat to Connect Support

# Migrate from legacy chat to Connect Support {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.

## Vorbereitungen

Role required: admin

Before you activate Connect Support,
inform your support agents to close out any existing chats.

Legacy chat uses a different field to determine which state a help desk chat is in. A fix
script is included in the Connect Support plugin that circumvents this issue by closing out any existing help desk chat sessions.
Manually closing out any existing chats before allowing this script to run helps prevent any
loss of chat information.

If you do not close out existing help desk chats, your metrics and chat queue will not work
accurately.

## Prozedur

1. Activate the Connect Support plugin.  
   When you activate the Connect Support plugin, the glide.connect.support.enabled property redirects the legacy chat URL to Connect Support.

   For more
   information, see [Activate Connect Support](https://servicenow-prod.fluidtopics.net/KXcYa12MeVBHs4OlKByXYA#t_ActivateConnectSupport "The Connect Support plugin (com.glide.connect.support) is no longer available.").
2. Hide the Social IT application.  
   Activating Connect Support does not completely eliminate the legacy chat module. To prevent users from using the legacy chat, hide the Social IT application menu. For more information, see [Enable or disable an application menu or module](https://www.servicenow.com/docs/access?context=t_EnDisableAppMenuOrMod&version=australia&pubname=australia-platform-user-interface&ft:locale=en-US) .