---
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


---

# Configure AWA queues for the proxy contact role

# Configure AWA queues for the proxy contact role {#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

Modify the Advanced Work Assignment queues and add routing conditions that support
the proxy contact role and the Internal contact field on the Case
form.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

Modify the following AWA queues:

* For the Case service channel: Customer Service Cases
* For the Chat service channel: Customer Service
{#config-awa-queue-for-proxy-contact__ul_kz5_xyt_rhb}

## Procedimento

1. Navigate to AllAdvanced Work AssignmentQueues.
2. Select the Customer Service Cases queue.
3. In the Work item routing condition field, add the following OR condition: Internal Contact is not empty.
4. Click Update.
5. Select the Customer Service queue.
6. In the Work item routing condition field, add the following OR condition: Roles is sn_customerservice.proxy_contact.
7. Click Update.