---
sourceDocument: Yokohama Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Transfer WhatsApp chat conversations to live agents

# Transfer WhatsApp chat conversations to live agents {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the Advanced Work Assignment application to transfer a WhatsApp chat conversation initiated by a requester to a live
agent.

## Before you begin

Your administrator must have completed the following tasks:

* [Install Conversational Integration with WhatsApp (powered by Twilio)](https://servicenow-prod.fluidtopics.net/BQJbFhG5kFp5_MJvvebeAQ "Install the Conversational Integration with WhatsApp (powered by Twilio) so that your business can interact with requesters on the WhatsApp app. The application includes demo data and installs related ServiceNow Store applications and plugins if they are not already installed.").
* Activate Advanced Work Assignment.
* Set the application scope to Conversational Integration with WhatsApp (powered by Twilio) using the application picker. For more information, see [Application
  picker](https://www.servicenow.com/docs/access?context=c_ApplicationPicker&version=yokohama&pubname=yokohama-application-development&ft:locale=en-US).
* Activate the Conversational Messaging plugin (com.glide.messaging.awa). For more information, see .

{#messg-whatsapp-live-agent-conv__ul_rwd_n34_pnb}

Role required: admin

## About this task

## Procedure

1. Enable the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsService Channels.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">WhatsApp</kbd>.
   3. Select WhatsApp.
   4. On the Service Channel form, select the Active check box.
   5. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_pz1_x44_pnb}  
   For more information, see Service channels.
2. Automatically route work items for WhatsApp chat conversations to agents by configuring the queue for the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsQueues.
   2. In the Name column of the Queues list, search for <kbd class="ph userinput">Agent WhatsApp Queue</kbd>.
   3. Select Agent WhatsApp Queue.
   4. On the Queue form, select the Active check box.
   5. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_ugw_2q4_pnb}  
   Note:  
   By default, the WhatsApp - Most Capacity assignment rule is associated with the Agent WhatsApp Queue. You can create another assignment rule and associate it with the queue. For more information, see Configure agent assignment rules and Work item queues.
3. Configure agent presence states for the WhatsApp service channel.
   1. Navigate to Advanced Work AssignmentSettingsPresence States.
   2. In the Name column of the Presence States list, select an existing state.
   3. In the Apply to groups section of the Presence State form, select the add icon \> to move the Agent WhatsApp Group group from the Available column to the Selected column.  
      Note:  
      You can ignore this step if you have selected the Apply to all groups check box.
   4. Select Update.

   {#messg-whatsapp-live-agent-conv__substeps_o43_mq4_pnb}  
   For more information, see Configure agent presence states.

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