---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using chat in HR Service Delivery Agent Workspace

# Using chat in HR Service Delivery
Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agent chat for HR Service Delivery
Agent Workspace enables you to ask questions and receive information through live
or virtual agent chat.

Activation
:   Ensure you have activated the Agent Chat \[com.glide.interaction.awa\] plugin prior to using
    this feature. For more information on setting up chat, see Agent Workspace chat.

HR groups
:   Ensure that your HR agents are part of an HR group or subgroup. Having subgroups helps to
    ensure HR agents with the correct skills and knowledge pair up when an employee initiates a
    chat.
:   For example, an employee initiates a chat requesting information about your company's
    benefits. Having a benefits subgroup with agents that specialize in your company's benefits
    ensures the employee's chat is directed to the correct agents.
:   For more information about HR groups, see [Manage HR Groups](https://servicenow-prod.fluidtopics.net/2EAkxHput21~jKY~XJQBSw "HR Groups are a set of users with common job skills.").

Interaction records
:   Agent chat automatically creates interaction records. When an employee initiates a chat with
    an HR agent, an Interaction case is automatically created.

Quick actions
:   Using quick actions, you can:

    * Create an HR case.
    * Show applicable response templates.
    * Transfer chat to another agent.
    * Transfer chat to another queue.
    {#agent-ws-hr-chat__ul_g2w_pt1_5jb}

Virtual agent
:   Automating chat can enhance the employee experience by addressing queries immediately. At
    any time during a virtual chat, the employee can request to interact with a live HR agent.
:   For more information on virtual agent, see [Virtual Agent for HR Service Delivery](https://servicenow-prod.fluidtopics.net/lPr~qJB5JTf1a3pJYyUwrw#hr-virtual-agent-conversations "HR Service Delivery and Virtual Agent provide an automated chat with an employee requesting HR services. You can program Virtual Agent to understand the intent of an employee to handle repeatable requests.").

## Working from the agent inbox in HR Service Delivery
Agent Workspace {#ariaid-title2}

Use the agent inbox to manage your incoming work, such as chats, HR cases, and
interactions.

### Before you begin

Role required: sn_hr_core.case_writer

### Procedure

1. Navigate to AllHR Case ManagementHR Agent Workspace.
2. Select the ![HR Agent WS - Inbox icon]() inbox icon.
3. From Status, select Available.
4. When a chat comes through the chat queue, select Accept.
5. From the active chat panel, you can start chatting.
6. Select the ![HR Agent Workspace - Quick action icon]() quick action icon.  
   Or enter a back slash (/) in the chat area.
7. Select a quick action to quickly create an HR case, show related response templates, transfer chat to another agent, or transfer the chat to another queue.

*[\>]: and then