---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Chat channel

# Configuring the chat channel {#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 chat channel with the ServiceNow®
Connect Support feature. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. You can also give users the option of switching to a live agent from a virtual agent.

Agents must be added to the Customer Service chat support assignment group
before they can receive chat requests. This assignment group is used by the
Customer Service chat queue to route the chat requests.

For more information, see [Connect Support](https://www.servicenow.com/docs/access?context=c_ConnectSupport&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US) and [Virtual Agent](https://www.servicenow.com/docs/access?context=virtual-agent-landing-page&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).