---
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


---

# Monitor incoming Connect Support conversations

# Monitor incoming Connect Support conversations {#ariaid-title1}

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

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

## Vorbereitungen

Role required: none

## Warum und wann dieser Vorgang ausgeführt wird

Hinweis:  
The support tab is visible only if you are an agent for one or more queues.

## Prozedur

1. Navigate to AllConnectConnect Support.  
   The Connect workspace opens in a new tab. {#t_MonitorIncomingConnectSupport__step_NavigateToConnectSupportModule}
{#t_MonitorIncomingConnectSupport__step_NavigateToConnectSupportModule}
2. Click the support tab of the Connect sidebar, indicated by a headset icon (![Support icon]()).  
   The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a user starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue can accept the conversation. An agent can also request to [transfer a conversation](https://servicenow-prod.fluidtopics.net/AeX1hN2UakA4X7SM6Zw9vg "You can transfer a Connect Support conversation to a different agent in the queue or to a different queue.") directly to you.  
   Abbildung : 1. Support tab of Connect sidebar {#t_MonitorIncomingConnectSupport__cmd_ClickSupportTabOfConnectSidebar}
3. Accept a conversation in one of the following ways.

   | Option | Bezeichnung |
   | Accept a conversation from a queue | Under Queues, click Accept by the queue. The conversation opens in the conversation pane and an entry appears in the Cases section of the sidebar.{#t_MonitorIncomingConnectSupport__p_svg_nfg_h1c} |
   | Accept a transfer request | Under Cases, click Accept by a transfer request. Abbildung : 2. Transfer request The conversation opens in the conversation pane. The agent who transferred the conversation can stay in the conversation.{#t_MonitorIncomingConnectSupport__p_uvg_nfg_h1c} |
   |-|-|

   {#t_MonitorIncomingConnectSupport__choicetable_rtc_4wl_wt}
4. Respond to the user and help resolve the issue.  
   By default, your messages are added to the conversation record as comments and are visible to the user.
5. **Wahlweise:** Initiate a Zoom meeting to help resolve customer issues faster.  
   For more information, see [Initiate Zoom meetings from chats](https://www.servicenow.com/docs/access?context=initiate-chat-zoom&version=australia&pubname=australia-customer-service-management&ft:locale=en-US).
{#t_MonitorIncomingConnectSupport__steps_MonitorIncomingSupportConversations}
**Zugehörige Tasks**   

* [Configure a survey in the Connect chat support](https://servicenow-prod.fluidtopics.net/4KtsnFz6ZzCvWg7V7Ixy~g "Enable a user to take a survey after chatting with a support agent.")