---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/conversational-interfaces

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Tutorial: Route interactions by context

# Tutorial: Route interactions by context {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Learn how you can configure Advanced Work Assignment to route conversations
to agents according to the context of the conversation.
Activate the Customer Service Management Demo Data (com.snc.customerservice.demo) plugin.

A basic understanding of context variables is required. For more information on context
variables, see [Virtual Agent scripts](https://servicenow-prod.fluidtopics.net/UFTvUOoRHO36gwRPq2A48Q "Use ServiceNow Virtual Agent script methods and variables to write chat scripts, such as response, trigger, and flow scripts. Variables can also provide context for your live support topics and conversations.").  
The What can we help you with? record producer is available by default with the Customer Service Management Demo Data (com.snc.customerservice.demo) plugin. In the record producer, chat requesters can specify one of three issue categories that they need help with:

* Product
* Billing
* Order
{#context-routing-tutorial__ul_bq1_wvb_zhb}

Whichever category they select passes a value through the <var class="keyword varname">liveagent_csp_category</var> context variable. Learn how to create queues that route conversations to agents according to the values passed through this
context variable.