--- 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 # Configure communication channels {#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 communication channels to provide users with options to email, call, or chat with your teams for help. You can also integrate with social media. ## Antes de Iniciar Role required: admin ## Por Que e Quando Desempenhar Esta Tarefa You have the following options for setting up communication channels: ## Procedimento * Set up the [Customer Service email channel](https://servicenow-prod.fluidtopics.net/ri5mGa7SO6dWI7V_JgoYTQ "You can configure an email channel to either create interactions or cases from incoming emails. Email Interaction creates interactions from emails. Email to Case automatically creates cases from emails. The setup process involves configuring email properties, defining flows, and setting up notifications."). Customers can send emails to create new cases and update current cases as well as receive email updates from agents as cases progress. Customer Service Management uses the ServiceNow [email accounts](https://www.servicenow.com/docs/access?context=c_EmailAccounts&version=australia&pubname=australia-platform-administration&ft:locale=en-US) feature to create and maintain email accounts. * [Configure one or more email addresses](https://www.servicenow.com/docs/access?context=t_ConfigureAnEmailAccount&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * [Configure an email address for a product](https://servicenow-prod.fluidtopics.net/BjXq36muYYW361pgEgOmXg "Configure an email address that creates a case for a specific product."). * [Configure an email subject line prefix](https://servicenow-prod.fluidtopics.net/F5wSqKIQ2fPCK5nGX0BLvw "Configure a prefix to include in an email subject line that creates a case.") * [Set email communication channel properties](https://servicenow-prod.fluidtopics.net/ExAahwye_O5dA04vI7ep3w "Users with the system administrator role can set several properties for the Customer Service Management email communication channel.") * [Create an email client template](https://www.servicenow.com/docs/access?context=t_CreateAnEmailClientTemplate&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * [Create quick messages](https://www.servicenow.com/docs/access?context=t_QuickMessages&version=australia&pubname=australia-platform-administration&ft:locale=en-US). * [Create rules for incoming emails and create and assign cases](https://servicenow-prod.fluidtopics.net/GbAYou7Fmc2fltYFGdgjtw "Create your email-related business processes using Inbound Email Flows. After you receive an email on a specified support email address, you can define rules to create cases and assign the cases to specific teams."). {#set-up-communication-channels__ul_c4p_ps5_qx} * Set up the [Customer Service phone channel](https://servicenow-prod.fluidtopics.net/1lkAG1gY3talsf5cQl_n_Q "Configure phone support for customers with Computer Telephony Integration (CTI) and OpenFrame."). External customers can reach out to customer service agents using the phone communication channel. Customer Service Management uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers, as well as the Notify application and the Twilio Voice product. OpenFrame is included with Customer Service Management. The CTI Softphone plugin (com.snc.cti) and the Customer Service CTI Demo Data (com.snc.customerservice_cti_demo) plugin must be activated separately. The Notify plugin (com.snc.notify) is activated as part of the CTI Softphone plugin. * [Set up the phone communication channel](https://servicenow-prod.fluidtopics.net/NpY5_W6_MG7ryBkp5mmNrg#t_PhoneInstallationAndConfiguration "Before the phone communication channel between customer service agents and external customers can be used, the Notify, CTI Softphone, Customer Service Management, and Openframe plugins must be activated and configured, and a Twilio Voice account must be set up."). * [Associate a phone number with a workflow](https://servicenow-prod.fluidtopics.net/7xpZTa9gcLF7pAEExhH0iw "You can associate a Notify phone number with a workflow."). * [Create an OpenFrame configuration](https://servicenow-prod.fluidtopics.net/TiYjFBhUF9LFxKxAZufaIQ "This configuration specifies the OpenFrame window settings as well as the URL to be launched within OpenFrame."). {#set-up-communication-channels__ul_sgg_b55_qx} * Set up the [Customer Service chat channel](https://servicenow-prod.fluidtopics.net/m3Aq66AlxX5sV4~~BN1ucw "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."). The chat communication channel uses the Connect Support feature to provide chat capability from the Customer Service Portal and Consumer Service Portal. You can also enable Virtual Agent to create or use predefined chatbot topics (conversations) for your users. * [Configure the customer service chat queue](https://servicenow-prod.fluidtopics.net/ReWZDyD1lk_obRBaWUkDwg "Define the customer service agents, default chat messages, schedule, and escalation path for the customer service chat queue."). * [Add an agent to the chat support assignment group](https://servicenow-prod.fluidtopics.net/vL5Wjs0TY1oQiSMg1WZUOA "Agents must be added to the chat support assignment group before they can receive chat requests. This assignment group is used by the Customer Service Management chat communication channel to route chat requests."). * [Activate Virtual Agent for Customer Service Management](https://servicenow-prod.fluidtopics.net/ciouQw9pBuE0JaskttEY5g "Activate Virtual Agent for CSM to use the predefined Customer Service Virtual Agent topics (chatbot conversations) designed to help your customers complete common self-service tasks.") * [Activate Customer Service Virtual Agent conversations](https://servicenow-prod.fluidtopics.net/0rwb5m_RAPt1suf6v1j4wQ "Predefined Customer Service Virtual Agent chatbot conversations enable your customers to get help with the product. Integrating Natural Language Understanding (NLU) models with your virtual agent chatbot topics enables chatbots to analyze, understand, and navigate the user to the right topic based on the inferred intent."). * [Integrate Customer Service Virtual Agent with Facebook Messenger](https://servicenow-prod.fluidtopics.net/7CHh0NgI7kBRev9GISa7ow "Integrate the Customer Service Virtual Agent with Facebook Messenger to enable bot conversations in the messenger."). {#set-up-communication-channels__ul_orw_pt5_qx} * Set up the [social media integration](https://servicenow-prod.fluidtopics.net/KLkOUrVUACtl0bQzd2UyuA "Support case resolution through social media communication channels.") feature to support case resolution through social media channels. * [Create a social media profile](https://servicenow-prod.fluidtopics.net/EM_iBhkswL3uRubBPkJPyg "Users with the customer service manager role can create a social media profile for an account, contact, or consumer.") for an account, contact, or consumer. * [Create a social media log entry](https://servicenow-prod.fluidtopics.net/jnEDoh5fw3lTnZN1rHxjrw "Users with the customer service manager role can create a social media log entry for a case.") for a case. {#set-up-communication-channels__ul_kfl_x55_qx}