---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using chat in Agent Workspace for HR Case Management

# Using chat in Agent Workspace for HR Case Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agent chat for Agent Workspace for HR Case Management enables you to ask questions and
receive information through live or virtual agent chat.

Activation
:   Confirm that you have activated the Agent Chat \[com.glide.interaction.awa\] plugin before using this feature.

HR groups

:   Verify that your HR agents are part of an HR group or subgroup. Having subgroups helps to pair HR agents with the correct skills and knowledge when an employee initiates a chat.For example, an employee initiates a chat
    requesting information about your company's benefits. Having a benefits subgroup with agents that specialize in your company's benefits directs the employee's chat to the correct agents.

    For more information about HR
    groups, see [Manage HR Groups](https://servicenow-prod.fluidtopics.net/KEufcA6veEsig5IhURPR8w "HR Groups are a set of users with common job skills.").

Interaction records
:   Agent chat automatically creates interaction records. When an employee initiates a chat with
    an HR agent, an Interaction case is automatically created.

Quick actions
:   Using quick actions, you can:

    * Create an HR case.
    * Show applicable response templates.
    * Transfer chat to another agent.
    * Transfer chat to another queue.
    {#hr-agent-ws-chat__ul_g2w_pt1_5jb}

Virtual agent
:   Automating chat can enhance the employee experience by addressing queries immediately. At
    any time during a virtual chat, the employee can request to interact with a live HR agent.
:   For more information on virtual agent, see [Virtual Agent for HR Service Delivery](https://servicenow-prod.fluidtopics.net/QbzzDwz5gvz3iDMQ2S1VSA#hr-virtual-agent-conversations "HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.").