---
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


---

# Set up a custom service channel

# Set up a custom service channel {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Set up a custom service channel to expand the type and scope of work that is routed automatically to your agents.

## Antes de Iniciar

* Select the table that you want to use to route work to agents automatically. Only Task \[task\] and Interaction \[interaction\] tables are supported.
* Ensure that the form layout for the selected table is configured for the workspace view. Record types without a workspace view appear as read-only in Agent Workspace. .
* If you want to open a record in AWA for a table that extends another table that has a service channel defined, ensure that the workspace view for that table has already been defined.
* Assign the awa_agent and workspace_agent roles to whichever agents are receiving work items in Agent Workspace from your custom service channel.

{#setup-custom-channel__ul_x1m_fn4_wgb}

Role required: awa_admin or admin

## Por Que e Quando Desempenhar Esta Tarefa

You can create a service channel record from the Service Channel module, but you must
create a work item queue, assignment rule, and eligible assignment pool to route
work through the service channel. You also must configure the custom service channel
to make it available in an agent's inbox in Agent Workspace.

## Procedimento

1. Navigate to the service channel settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up service channels.
   * AllAdvanced Work AssignmentService Channels.
   {#setup-custom-channel__choices_nt4_2f3_tvb}
2. Select New.
3. Complete the service channel fields, and then select Submit.  
   For more information, see [Create or configure a service channel](https://servicenow-prod.fluidtopics.net/XZ2FIPJK~weq5LD2RqGbcw "Create or configure a service channel that is used in Advanced Work Assignment (AWA).").
4. Create an assignment rule.  
   For more information, see [Configure agent assignment rules](https://servicenow-prod.fluidtopics.net/O2~K6B~AeSVmPRTXKS92Sw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.").
5. Create a work item queue for your service channel.  
   For more information, see [Create a work item queue](https://servicenow-prod.fluidtopics.net/qMWS1sJCvSE6WKyzm8xfCg "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.").
6. On the form for the work item queue that you created, go to the Assignment Eligibility related link and create an eligible assignment pool.  
   Make sure to associate your assignment rule to the eligible assignment
   pool.

   For more information, see [Define agent pools eligible for assignment](https://servicenow-prod.fluidtopics.net/TcpE2v_UOMpjgwS~LTjf_A "Specify pools of agents eligible to receive overflow work assignments for a queue. An eligible assignment pool can consist of one or more groups of agents available to work on items in the queue. This feature enables Advanced Work Assignment to find a qualified agent from a wider pool of agents.").
7. Make your service channel available in Agent Workspace.
   1. Navigate to AllAdvanced Work AssignmentHome.
   2. In the Additional settings section, select Set up presence states, and then open Available.
   3. On the form, move your custom service channel to the Selected list.
   4. Select Active option (if not already selected).
   5. Select Update.
   {#setup-custom-channel__substeps_z3r_k1j_5gb}
8. **Opcional:** Create or change the inbox card layout to show the most important information from a work item.  
   For more information, see [Create or change an inbox layout](https://servicenow-prod.fluidtopics.net/Un~Rjc0zL6CkwPgF9Ktr6Q "Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.").

## Resultado

Your custom service channel routes work to agents. In Agent Workspace,
the service channel appears as an available service channel in the agent inbox.