Set up Chat to call

  • Release version: Xanadu
  • Updated January 30, 2025
  • 1 minute to read

    • Set up the chat to call functionality in your instance to enable the agents to collaborate with the requester to resolve the issue.

    The Chat to call functionality helps the requester to quickly get the resolution for their issues.

    Here is the flow-diagram of the chat to call functionality:

    Set up chat to call flow

    To enable the Chat to Call functionality you must install the Workspace Agent chat, Notify, and the Notify connector for Microsoft Teams plugins in your instance. You must also install ServiceNow for Teams installed with Virtual Agent or Virtual Agent Lite. For more information, refer the following topics:

    For more information on the workflow for chat to call flow, refer Promote chat to a call from workspace.