Chat-specific configuration for Collaboration services for Zoom
Summarize
Summary of Chat-specific configuration for Collaboration services for Zoom
ServiceNow Collaboration services for Zoom enables agents to customize Zoom chat interactions within their ServiceNow environment. This configuration allows control over chat groups, chat forms, chat import behavior, requester mappings, and chat close conditions tailored specifically for Zoom Team Chat integration.
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The default configuration applies to key tables including Request Item, Task, Incident, Request, and Change Request, but administrators can extend these settings to other tables by creating separate chat configuration records for each.
Key Features
- Chat Group Configuration: Incorporate On-call Scheduling users to facilitate starting Zoom Team Chats directly from incident records.
- Chat Form Customization: Modify the chat form to support additional ServiceNow tables beyond the defaults.
- Requester Mapping: Define mappings to expand Zoom chat functionality to other tables within ServiceNow.
- Chat Close Condition: Specify how and when Zoom chats are closed, including closing associated interaction records and chat records upon ticket closure.
- Auto-import of Zoom Messages: Automatically import Zoom Team Chat messages into ServiceNow at 30-minute intervals, with adaptive polling to optimize performance and resource usage.
Auto-import Functionality and System Limits
The system polls Zoom Team Chat messages every 30 minutes to import new chats into ServiceNow. If no new messages are detected, the polling interval progressively increases to 1, 2, 4, and 8 hours, eventually disabling auto-import after 7 days of inactivity to conserve resources. If new messages appear at any interval, the polling resets to 30 minutes.
System limits include importing a maximum of 500 active chats and executing up to 10,000 sub-flows within each polling interval. If these limits are reached, agents receive a notification on the Start Zoom Chat modal indicating that new chats will not auto-import until capacity is available.
When a ticket is closed, the system performs a final auto-import to capture any remaining messages, posting them to the Work notes (Chat history) section and closing related interaction and chat records.
Practical Considerations for ServiceNow Customers
- Administrators should plan chat configurations per table to extend Zoom chat capabilities precisely where needed.
- Understanding and monitoring system limits helps maintain performance and avoid interruptions in chat message imports.
- Customizing chat groups and forms enhances agent experience by aligning chat functionality with organizational workflows.
- Defining chat close conditions ensures proper lifecycle management of chats and related records, supporting clean ticket resolution.
Configure chat-specific options for Collaboration services for Zoom.
ServiceNow Collaboration services for Zoom enables agents to customize the following aspects of Zoom chats:
- Configure Chat group to include On-call Scheduling users for Start Zoom Team Chat
- Configure chat form for different record types
- Create chat configuration to auto-import chats
- Create requester mapping
- Configure chat close condition
If you have the ServiceNow Collaboration services for Zoom in your environment, the customized chat-specific additional configuration is applicable by default for the following tables:
- Request Item (sc_req_item)
- Task (sc_task)
- Incident (incident)
- Request (sc_request)
- Change request (change_request)
The admin can extend the custom configuration to the other tables as required. You can create one chat configuration for only one table at a time. You can extend the chat configuration to other tables by creating another chat configuration record.
Functionality of auto importing messages
All the chat messages from Zoom Team Chat will be auto imported to the ServiceNow instance at an interval of 30 minutes. The system looks for all new messages across all the chats and import the messages to the ServiceNow instance.
To prevent polling from running indefinitely on inactive conversations, if there are no new messages, the polling interval gradually extends until the polling stops.
The system verifies the record for new messages for every 30 minutes. If there are no new messages, the system checks for the new messages for an interval of 1 hour, 2 hours, 4 hours, and 8 hours. If there are no new messages in an interval of eight hours for seven days, the Auto Import polling activity is disabled.
If there is any message during any of the intervals, the auto import timer looks for new messages in the next interval and imports the messages. The timer is then reset to 30-minutes interval.
System Limits
The system imports a maximum of 500 active chats in a 30-minute interval. If there are more than 500 active chats, the system will not auto-import the new chat records for the 30-minute interval.
The system executes a maximum of 10000 sub-flows to import the chats for an interval of 30 minutes, 1 hour, 2 hours, 4 hours, and 8 hours intervals. This is a count of all the active sub-flows that auto-import the messages into ServiceNow.
If the system reaches the limit, a message is displayed to the agent on the Start Zoom Chat modal that, "Zoom Team Chat auto import system limits is reached. New chats will not be auto imported.".
When a ticket is closed, the system triggers auto import for one last time and posts the new messages in the Work notes (Chat history) section.
If there is an interaction record associated with the parent record then interaction record is also closed. The chat record is also closed as a part of this flow.