---
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


---

# Transfer WhatsApp chat conversations to live agents

# Transfer WhatsApp chat conversations to live agents {#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

Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live
agent.

## Antes de Iniciar

Your administrator must have completed the following tasks:

* [Install Conversational Integration with WhatsApp (powered by Twilio)](https://servicenow-prod.fluidtopics.net/OFnnc5cq6YINEXWXSQtr8Q "Install the Conversational Integration with WhatsApp (powered by Twilio) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
* [Activate Advanced Work
  Assignment](https://servicenow-prod.fluidtopics.net/mvXZLUqlJcQ~~4T_jkieUA "You can activate the Advanced Work Assignment plugin (com.glide.awa) if you have the admin role.").
* Set the application scope to Conversational Integration with WhatsApp (powered by Twilio) using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=australia&pubname=australia-application-development&ft:locale=en-US).
* Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see [Activate Conversational Messaging](https://servicenow-prod.fluidtopics.net/SCxTMsUw29ikLjBsvwxJ1g "You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.").

{#messg-whatsapp-live-agent-conv__ul_rwd_n34_pnb}

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

## Procedimento

1. Enable the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsService Channels.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">WhatsApp</kbd>.
   3. Select WhatsApp.
   4. On the Service Channel form, select the Active check box.
   5. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_pz1_x44_pnb}  
   For more information, see [Service
   channels](https://servicenow-prod.fluidtopics.net/us93S64V5H~xdOT326lWTA "Provide customer support by automatically routing incoming work to agents through service channels.").
2. Automatically route work items for WhatsApp chat conversations to agents by configuring the queue for the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsQueues.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">Agent WhatsApp Queue</kbd>.
   3. Select Agent WhatsApp Queue.
   4. On the Queue form, select the Active check box.
   5. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_ugw_2q4_pnb}  
   Nota:  
   By default, the WhatsApp - Most Capacity assignment rule is associated with the Agent WhatsApp Queue. You can create another assignment rule and associate it with the queue. 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.") and [Work item
   queues](https://servicenow-prod.fluidtopics.net/kIrmlEIsYIzRaWJmJMPnxA "In Advanced Work Assignment, queues store a specific type of work item for a service channel.").
3. Configure agent presence states for the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsPresence States.
   2. In the Name column of the Presence States list, select an existing state.
   3. In the Apply to groups section of the Presence State form, select the add icon \> to move the Agent WhatsApp Group group from the Available column to the Selected column.  
      Nota:  
      You can ignore this step if you have selected the Apply to all groups check box.
   4. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_o43_mq4_pnb}  
   For more information, see [Configure agent presence
   states](https://servicenow-prod.fluidtopics.net/~Vw9dxTc2_634T2afYnIMA "Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox.").