--- sourceDocument: Xanadu Customer Service Management sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # Omnichannels for communicating with customers # Omnichannels for communicating with customers {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 minutes to read Meet customers where they feel most comfortable by providing omnichannel support. Customers can use chat on the Customer Service Management portal, chat via consumer messaging apps, use email, or place a phone call. Customers can use the following consumer messaging apps to message you. * WhatsApp * LINE * Facebook Messenger * Apple Messages for Business {#omnichannels-communicating-customers__ul_vqk_ztc_tvb}To learn more, see [Integrating with consumer messaging apps](https://servicenow-prod.fluidtopics.net/KSpZ69Qm_A8AXJBMWquRQg "Integrate Customer Service Management with each consumer messaging app to deliver a conversational mobile messaging experience for consumers and customer contacts."). ## Chat channel {#ariaid-title2} From the Customer Service Portal and Consumer Service Portal, customers can start a chat with a virtual or live agent for help. Figure 1. Chatting with an agent The chat communication channel uses the ServiceNow® Connect Support feature to provide chat capability. You can also enable the ServiceNow® Virtual Agent application to create or use predefined chatbot topics (conversations) for your users. The chat request from the customer is either routed to a virtual agent or to an available agent with the required skill set. The agent can respond to the customer and, if necessary, create a new case or link the discussion to an existing case. An agent can also initiate a Zoom meeting from a chat to resolve issues faster. For more information, see [Chat Zoom Connector](https://servicenow-prod.fluidtopics.net/jwcT6U0m07Tk0Bcw4suw3g "Resolve issues quickly and engage better with customers with video and screen sharing options in Zoom using the ServiceNow Chat Zoom Connector application."). If a case is created as the result of a chat, the customer can later find and view the case from the portal for updates. The customer service agent can also link a chat discussion to an existing case. Details from the chat discussion are copied to the case form. For more information, see [Connect Support](https://www.servicenow.com/docs/access?context=c_ConnectSupport&version=xanadu&pubname=xanadu-servicenow-platform&ft:locale=en-US) and [Configuring the chat channel](https://servicenow-prod.fluidtopics.net/SZPd776LtLiU5Lt1r_T6Nw "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."). When a support agent of the assignment group associated with the chat queue ends a chat with a user, a survey is available in the chat window for the users. Users can take the survey to give feedback about the interaction with an agent. The survey is not captured in the transcript in the agent's interactions page. ## Email channel {#ariaid-title3} With an email channel, customers can send emails to create new cases and update current cases. They can also receive email updates from customer service agents as cases progress. ### Creating, viewing, and updating cases {#email-channel__section_gbw_j5f_2mb} Customers can create a new case by sending an email to a designated address. They can also create a new case for a specific product by sending an email to a designated address and including the product name in the subject line. Or, if a channel configuration has been created, customers can send an email to a designated address regardless of the information included in the subject line. After submitting a case, the customer receives a confirmation email with the assigned case number and a link to the Case form. When an agent updates a case, the customer receives an email with the details. Customers can update an existing case in the following ways: * By replying directly to an email from a customer service agent. * By creating an email and including the Case: prefix followed by the case number in the subject line. For example, Case:CS0000011. {#email-channel__ul_c4t_25f_2mb} Note: If the case number in the subject line is incorrect, a new case is created. ### Accepting and rejecting solutions {#email-channel__section_bpc_35f_2mb} When an agent proposes a solution to a case, the customer receives an email with instructions for accepting or rejecting the solution. The customer can reply and include Accept or Reject in the first line of the email, or the customer can click the Accept or Reject link in the email. When an agent closes a case, two emails are sent to the customer: the first states that the case has been closed and the second provides a link to a customer satisfaction survey. Note: If a customer accepts a solution or closes a case from the Customer Service Portal, they are automatically routed to the survey. They do not receive the survey email. To get started with the email channel, see [Configuring the email channel](https://servicenow-prod.fluidtopics.net/OoE3uZYiJF0S5Gq6Wl_~mA "Set up email addresses that customers can use to submit cases to your team. To help direct cases to specific teams, you can designate email addresses to specific product. As agents work on the cases, they can also email customers with updates and proposed solutions."). ## Phone channel {#ariaid-title4} External customers can reach out to customer service agents by phone. The Customer Service Management application uses both Computer Telephony Integration (CTI) and OpenFrame to provide phone support for customers. Computer Telephony Integration (CTI) : CTI provides a way to integrate the ServiceNow AI Platform with telephony providers to support inbound and outbound calls. With this integration, customer service agents can place and accept calls from customers, quickly identify customers and account information, and capture case-related information. Note: The CTI integration with the Twilio Voice product requires activation of the Notify plugin. OpenFrame : OpenFrame is a tool that enables CTI capability with telephony service providers. OpenFrame provides a communication frame that agents use to place and receive customer calls. To get started with the phone channel, see [Configuring the phone channel](https://servicenow-prod.fluidtopics.net/UrZo2d9PjuelJV7flfpMtA "Configure phone support for customers with Computer Telephony Integration (CTI) and OpenFrame.").