---
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


---

# Create a new channel

# Create a new channel for your custom chat integration {#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

Create a new channel or update an existing channel for your custom chat integration.
Channels are defined in the Messaging Channels \[sys_cs_channel\] table.

## Antes de Iniciar

Activate the [Glide Virtual Agent
plugin](https://servicenow-prod.fluidtopics.net/ZyW2EmnO~~bcAp_DxnLJTQ "You can activate the Glide Virtual Agent plugin (com.glide.cs.chatbot) if you have the admin role. This plugin automatically activates other necessary plugins if they are not already active.") (com.glide.cs.chatbot) if it's not already activated. This plugin
automatically activates the Conversational Custom Chat Integration plugin
(com.glide.cs.custom.adapter) for custom chat integrations.  
Nota:  
The Conversational Custom Chat Integration Framework (CCCIF) uses Integration Hub. Transactions count against your Integration Hub quota.

Role required: admin

## Procedimento

1. Navigate to All, and then enter <kbd class="ph userinput">sys_cs_channel.list</kbd> in the navigation filter.
2. On the Messaging Channels page, select New.  
   Alternatively, select an existing channel to open it.
3. On the form, fill in the fields.  
   {#create-channel-va-cccif__table_ixm_ldk_1mb__entry__2}

   | Field | Description |
   |-|-|
   | Name | Name of your channel, such as Mobile App or SMS. |
   | Opted in all topics by default | Option to make all topics available in this channel. |
   | Enable Notifications | Option to turn notifications on or off on this channel. |
   | Live Agent Only | Option to initiate conversations with live agents, bypassing the Virtual Agent bot. |
   | Store app page link | This field should be left empty. |
   | Type | Channel type. * Chat: Standard chat experience * Messaging: Long-running conversation * Phone: Phone (audio) conversation * Walk-up: In-person conversation {#create-channel-va-cccif__ul_q22_p3k_1mb} |
   | Conversation Idle Timeout | Number of seconds that abandoned Virtual Agent and Agent Chat conversations remain open in the channel, after the requester's last response. This channel-specific value overrides the following settings: * Default idle conversation timeout value, which is 7200 seconds * Idle conversation time-out value set through the com.glide.cs.conversation_idle_timeout system property to override the default timeout value {#create-channel-va-cccif__ul_m2r_1dt_1qb}For more information about conversation idle timeouts, see [Closing Virtual Agent and Agent Chat conversations](https://servicenow-prod.fluidtopics.net/YNfb5sEEH00hAaFYgCwSxQ "Virtual Agent and Agent Chat conversations that are abandoned by requesters remain open until they are automatically closed by the scheduled job, Time Out Abandoned VA Conversations. This job runs hourly each day."). |
   | Secure | Option for the channel to be secure to support handling of sensitive data such as passwords. |
   | Support typing indicator | Option to display typing indicators for this channel. Flag applies to both agent and bot indicators. |
   | Icon | This field should be left empty. |
   [ ]

   {#create-channel-va-cccif__table_ixm_ldk_1mb}
4. Select Submit.

## O que Fazer Depois

[Configure a provider for your custom chat integration](https://servicenow-prod.fluidtopics.net/G~g8DlG01kTwinAqkKaiTw "Create a new provider for your custom chat integration. Providers are defined in the Connections [sys_cs_provider] table.")