Chat-specific configuration for Collaboration services for Zoom

  • Release version: Yokohama
  • Updated January 30, 2025
  • 2 minutes to read
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    Summary of Chat-specific configuration for Collaboration services for Zoom

    ServiceNow Collaboration services for Zoom enables agents to tailor Zoom chat interactions within ServiceNow by configuring chat-specific options. These configurations enhance collaboration by integrating Zoom Team Chat functionalities directly into ServiceNow records such as incidents, requests, and tasks.

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    This configuration applies by default to key tables like Request Item (screqitem), Task (sctask), Incident (incident), Request (screquest), and Change Request (changerequest). Administrators can extend these settings to additional tables by creating separate chat configuration records for each.

    Key Features

    • Chat Group Configuration: Includes On-call Scheduling users for initiating Zoom Team Chats, ensuring the relevant users are available for quick collaboration.
    • Customizable Chat Forms: Allows modification of chat forms to suit different record types, improving clarity and usability for agents.
    • Chat Configuration Creation: Supports automatic importing of Zoom chat messages into ServiceNow, enabling seamless communication tracking.
    • Requester Mapping: Extends Zoom chat functionality across various ServiceNow tables by mapping requesters appropriately.
    • Chat Close Condition: Defines the procedure for closing Zoom chats within ServiceNow, including automatic final import of messages and closure of related interaction records when tickets close.
    • Auto Import of Messages: Automatically imports Zoom Team Chat messages every 30 minutes, with a progressively extended polling interval when no new messages are detected, eventually disabling polling after prolonged inactivity.

    System Limits and Behavior

    • The system imports a maximum of 500 active chats every 30 minutes to maintain performance.
    • It supports up to 10,000 sub-flows per polling interval for importing messages.
    • If these limits are reached, agents receive a notification indicating that new chats will not auto-import until capacity is available.
    • When tickets are closed, the system performs a final import of any new chat messages, posting them to the Work notes (Chat history) section and closing associated chats and interaction records.

    Practical Implications for ServiceNow Customers

    By leveraging these chat-specific configurations, ServiceNow customers can integrate Zoom Team Chats more effectively within their workflows, ensuring timely communication, accurate tracking of conversations, and streamlined closure processes. The auto-import and polling mechanisms help maintain up-to-date chat records without overwhelming system resources, while customization options allow alignment with organizational needs.

    Administrators should plan chat configurations per table to extend Zoom chat capabilities across their environment and monitor system limits to avoid disruptions in chat imports. Proper requester mapping and chat closure settings further enhance collaboration and record keeping.

    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.