Zurich Conversational Interfaces

Release: zurich
ft:locale: English
ft:publication_title: Zurich Conversational Interfaces
ft:clusterId: convint
bundleId: convint
workflow: Platform

Conversational Interfaces
Conversational Interfaces Console
Exploring Conversational Interfaces Console
Monitoring and managing Conversational Interfaces applications
Channels in Conversational Interfaces
Disable live agent support for a channel
Using Asynchronous Chat in messaging channels
Configure asynchronous chat for the web channel
Installing Conversational Interfaces components
Configuring Conversational Interfaces
General chat settings
Manage LLM virtual agents on the Assistants screen
Add your bot to a portal
Branding your chat client
Create a new user for a branded bot
Set up your Virtual Agent bot's branding
Enable message preview on the chat widget
Enable public access to the chat widget
Configure variables that store chat information
Live agent chat context variables
Change Virtual Agent and Agent Chat system messages
URL navigation in Conversational Interfaces
Configure URL navigation for chat links
Create a smart link preference
Create chat surveys
Define pre-chat survey configurations
Define post-chat survey configurations
Using pre-chat surveys with context variables for topic discovery
Define topic context intent configurations
Conversational Interfaces Guided Setup
Conversational Interfaces reference
Data management in Conversational Interfaces
Activate table cleaning for Virtual Agent tables
Interaction Insights table
Virtual Agent
Explore
Virtual Agent chat widget interface for NLU
Example Asset Refresh Virtual Agent conversation with notifications
Create the Asset Refresh topic in Virtual Agent Designer
Create the Open Incident workflow in the Asset Refresh topic
Create the More Information workflow
Create the notification for the Asset Refresh topic
Associate content with the Asset Refresh notification
Agentic conversations in Virtual Agent
LLM topic discovery in Virtual Agent
LLM description and instruction guidelines for Virtual Agent topics
Natural Language Understanding (NLU) topic discovery in Virtual Agent
Advantages of natural language models over keywords
Dialog Acts for Virtual Agent
Implement NLU in Virtual Agent
Virtual Agent Lite
Quick start for Virtual Agent Lite
Preview and test ITSM Virtual Agent Lite topics
Duplicate and publish Virtual Agent Lite topics
Activate and get started
Activate Virtual Agent
Installed with Virtual Agent
Install Virtual Agent plugins
Additional plugins for Virtual Agent
Prebuilt Virtual Agent topics, topic blocks, and ServiceNow NLU models
Configure
Customizing a chat experience
Working with setup topics
Change text in the Show me everything button
Hide or reveal the Show me everything button
Change the Virtual Agent greeting messages in the Greeting setup topic
Configure a Virtual Agent chat experience
Test chat experiences
Configure NLU in Virtual Agent
Configure IBM Watson Assistant as the NLU provider for Virtual Agent
Configure Microsoft LUIS as the NLU provider for Virtual Agent
Configure Google Dialogflow ES as the NLU provider for Virtual Agent
Create a service account and private key in Google Dialogflow ES
Generate a Java Keystore (JKS) file and configure security on your ServiceNow instance
Activate and enable
Test Virtual Agent with Google Dialogflow ES NLU in Virtual Agent Designer
Enhanced handling of user inputs
Configure enhanced natural language user input handling
Adding Virtual Agent to your web page
Configure the portable Virtual Agent chat widget
Add the portable Virtual Agent chat widget to a third-party website
Embed the Virtual Agent chat widget in an external web page (legacy method)
Configure Virtual Agent for a mobile application
Now Mobile notification of unread chat and Virtual Agent messages
View and modify Virtual Agent style templates
Using multiple active conversations in Virtual Agent
Set NLU portal consumer context values for multiple active conversations
Set a default NLU context value for multiple active conversations
Activate multiple active conversations in Virtual Agent
Route Virtual Agent NLU notifications through multiple portals
Using catalogs and autopilot in Virtual Agent
Set up catalog branding
Configuring Virtual Agent notifications
Create Virtual Agent notifications
Create additional recipients for Virtual Agent notifications
Define Virtual Agent notification contents
Configure a delivery channel for Virtual Agent notification
Define Virtual Agent notification actions
Define the Virtual Agent link actions to notification content
Enable Virtual Agent notifications
Configure cross-scope access privileges
Create or modify custom categories
Build and deploy
Getting started with Virtual Agent Designer
Designing a Virtual Agent topic
Create a Virtual Agent topic
NLU model mapping in Virtual Agent Designer
Topic mapping to a multilingual NLU model group
Modify NLU utterances and entities for a Virtual Agent topic
Add NLU to an existing keyword topic
Add nodeless NLU entities as input variables to a topic
Branch a Virtual Agent conversation with a Decision utility
Insert a header card in a Static Choice or Dynamic Choice control
Change the application scope for Virtual Agent Designer topics
Define script variables for a topic
Create a small talk topic
Control topic discovery and visibility
Use system-derived entities in an NLU topic
Migrating NLU/keyword Virtual Agent topics to LLM topics
Migrate NLU topics to LLM topics
NLU to LLM migration log
Duplicate a Virtual Agent topic
Testing LLM topics
Testing enhanced chat
Testing NLU/Keyword topics
Train and test your NLU model in Virtual Agent Designer
Automated testing for Virtual Agent topics that use NLU topic discovery
Create an automated test in Virtual Agent Designer
Manage and run automated test cases in Virtual Agent Designer
Handle failures caused by dynamic inputs in user testing of Virtual Agent topics
Debug a Virtual Agent topic
Resolve Natural Language Understanding (NLU) topic discovery issues
NLU topic discovery logic
Publish a Virtual Agent topic
Delete a Virtual Agent topic
Promote or demote LLM assets
Reorder promoted LLM assets
Conversational settings
Add a condition builder to promoted assets
Managing conversational subflows
Managing conversational actions
Managing custom skills
Managing AI agents
Using AI agents in Virtual Agent topics
Using Virtual Agent Topic Recommendations
Update Topic Recommendations
Quick start for Topic Recommendations
Configure analysis reports for Topic Recommendations
Run a Topic Recommendation analysis
Add recommended topics and intents to Virtual Agent
Link a topic recommendation to an existing Virtual Agent topic
Unlink a topic recommendation from a Virtual Agent topic
Hide a topic recommendation
Troubleshoot issues with Topic Recommendations
Topic Recommendations interface reference
Topic Recommendations settings
Topic Recommendations page
Topic Recommendations cards
Case and incident deflection
Using Issue Auto Resolution
Configure and run an Issue Auto Resolution simulation
Issue Auto Resolution configuration settings
Issue Auto Resolution diagnostic chat
Using the deflection topic block
Create deflection configurations and patterns
Exploring other Virtual Agent features
Deploying topics in other channels
Using link unfurling
Configure link unfurling
Improving the user experience with AI Search
Activate AI Search for Virtual Agent
Create a custom AI Search experience
Maximizing code reuse with topic blocks
Create a reusable topic block
Add a reusable topic block to a calling topic or topic block
Maintain reusable topic blocks
Virtual Agent pre-built topic blocks for NLU
Using geolocation in Virtual Agent
Customizing Virtual Agent with custom controls
Create a custom control definition
Create a custom control
Add a custom control to a topic or topic block
Custom input properties sheet
Secure custom input properties sheet
Custom output properties sheet
Integrating Virtual Agent with Workflow Studio workflows
Add actions or subflows to topics
Virtual Agent secure password inputs
Workflow Studio scoped application requirements for secure inputs
Test the Action utility
Specify the action workflow timeout
Using Virtual Agent with a live agent
Transferring Virtual Agent conversations to a live agent
Closing Virtual Agent and Agent Chat conversations
Virtual Agent API
Explore
Supported features
Supported versions and licensing requirements
Configure
Install the Virtual Agent API
Review and configure inbound REST endpoint
Configure Message Authentication for inbound communication
Configure output response REST endpoint and outbound authentication
Test your Virtual Agent API configuration
Use
Enable synthesized response
Configure interaction record to store clientSessionId
Configure to support chat history
Setting logo for the primary bot
Enable Now Assist experience in Virtual Agent API
Configure multiple provider applications
Transform Virtual Agent API request and response
Enable synchronous support
Virtual Agent bot-to-bot integration
Closing idle bot-to-bot conversations
Controls in Virtual Agent API
Virtual Agent API reference
Common errors
Using Virtual Agent Bot Interconnect in your configuration
Install Virtual Agent Bot Interconnect
Using Google Dialogflow as a secondary bot with Virtual Agent Bot Interconnect
Create a new agent in Google Dialogflow
Create a service account and private key for the Google Dialogflow project
Generate a Java Keystore file from the JSON private key file
Configure connections to Google Dialogflow in your Virtual Agent Bot Interconnect instance
Create a Virtual Agent Bot Interconnect shell topic to call Google Dialogflow topics
Using Microsoft Power Virtual Agents as a secondary bot with Virtual Agent Bot Interconnect
Create a JavaScript function in Microsoft Azure using Visual Studio Code
Locate and copy the Direct Line secret key in Microsoft Power Virtual Agents
Add the Direct Line secret key to your Virtual Agent Bot Interconnect instance
Create a Virtual Agent Bot Interconnect shell topic to call Microsoft Power Virtual Agents topics
Using ServiceNow Virtual Agent as a secondary bot with Virtual Agent Bot Interconnect
Synchronous or asynchronous mode
Enable synchronous mode on the secondary ServiceNow Virtual Agent instance
Enable asynchronous mode on the secondary ServiceNow Virtual Agent instance
Create a connection and credential in Virtual Agent Bot Interconnect
Create a connection and credential in Virtual Agent Bot Interconnect
Create an auth token in the ServiceNow secondary instance
Create a Virtual Agent Bot Interconnect shell topic to call Virtual Agent secondary topics
Enable live agent connection on the primary instance
Debug Virtual Agent Bot Interconnect with a ServiceNow Virtual Agent secondary bot
Localization options for Virtual Agent
Language detection and dynamic translation in enhanced chat
Language detection and dynamic translation in standard chat
Prerequisites for using Dynamic Translation in Virtual Agent
Configure Dynamic Translation service integration credentials
Activate your translation service in Dynamic Translation
Enable Dynamic Translation for languages in Virtual Agent
Configure multilingual service for Now Assist applications
Enable Dynamic Translation for an unsupported language
Specify a fallback language for locale-specific languages and NLU prediction
Localizing Virtual Agent conversations
Enable NLU languages in Virtual Agent settings
Localize Virtual Agent topics that use keyword topic discovery
Localize Virtual Agent topics that use NLU topic discovery
Map a topic to a secondary NLU model
Test topic and NLU model translations
Edit translations for Virtual Agent topics
Request bulk translations for multiple topics
Authoring Virtual Agent conversations for localization
Language support for NLU services
Localization roles for Virtual Agent
Virtual Agent translation tables
Integrate VA with other channels
Conversational custom chat integrations
Create conversational custom chat integration
Create a new channel
Configure a provider
Set up message authentication
Create a channel identifier
Map rich controls to the channel
Create and configure a scripted REST API
Create the action scripts
Default input and output rich controls
Modify adapter card styles for Virtual Agent
Supported features for custom chat integrations
Message delivery order
Virtual Agent action scripts
Set up trusted media domains for secure file upload
Create bot messages
Integrate custom controls
Multi-step responses
Multi-response output controls
Send previous control to client
Implement a skip option
Pass branding to a chat client
Contextual actions for custom chat integrations
Typing indicators
Integrate VA with messaging apps
Redirect user authentication to service portal
Account linking in pre-built messaging integrations
Unlink
Relink
Control topic visibility in Virtual Agent messaging channels
Conversational Integration with Apple Messages for Business
Explore
Configure
Install Conversational Integration with Apple Messages for Business
Set up the integration on Apple Messages for Business
OAuth setup for Apple Messages for Business
Create a profile parser action for Apple Messages for Business
Complete the Payment Provider Configuration
Remove the integration for Apple Messages for Business
Integrate with other applications
Use
Transfer chat conversations to live agents
Capture user information
Conversational Integration with Facebook Messenger
Explore
Configure
Install Conversational Integration with Facebook Messenger
Set up Conversational Integration with Facebook Messenger
Close idle chat conversations
Integrate with other applications
Remove Conversational Integration with Facebook Messenger
Legacy setup and configuration
Set up the Virtual Agent integration with Facebook Messenger (Legacy)
Configure the help link for the Virtual Agent Facebook Messenger integration (Legacy)
Use
Transfer chat conversations to live agents
Capture user information
Conversational Integration with Google chat
Explore
Install Conversational Integration with Google chat
Activate plugins for Conversational Integration with Google chat
Activate Now Assist in Virtual Agent for Google chat
Configuring your Conversational Integration with Google chat
Integrate Virtual Agent with Google Chat using the self-configured bot
Integrate Virtual Agent with Google chat
Conversational Integration with LINE
Configure
Install Conversational Integration with LINE
Set up Conversational Integration with LINE
Capture user information
Close idle chats
Integrate with other applications
Remove Conversational Integration with LINE
Use
Transfer chat conversations to live agents
Conversational Integration with Microsoft Teams
Explore
Plugins
Install
Activate Now Assist in Virtual Agent for Microsoft Teams
Remove
Integrate VA with Teams
Integrate
Override
Manage
Specialized VA integrations for Teams
Integrate multiple ServiceNow instances with a single MS Teams tenant
Create a bot in Microsoft Teams
Integrate your self-configured bot with single Microsoft Teams tenant
Integrate VA with MS Teams using self-configured bot
Auto-generate the manifest file for uploading on Microsoft Teams
Upload the manifest package file to publish your bot
Integrate VA with MS Teams for GCC-H
Create a bot in Microsoft Teams for GCC-H or DoD
Integrate your self-configured bot with Microsoft Teams for GCC-H or DoD
Auto-generate the manifest file and upload it into Microsoft Teams for GCC-H or DoD
Limitations in GCC-H or DoD for Microsoft Teams integration with Virtual Agent
Deactivate streaming for all GCC customers in Microsoft Teams
Create and integrate a self-configured bot for a single tenant page
Enable MS Teams integration in SPP
Configure VA for Teams
Configure branding for your ServiceNow Virtual Agent bot in Microsoft Teams
Configure link authentication and opening experience in Microsoft Teams
Configuring smart links in Microsoft Teams
Installing Microsoft Teams for all Virtual Agent users
Customize auto-linking for Conversational Integration with Microsoft Teams
Configure promoted topics for Conversational Integration with Microsoft Teams
Configure Microsoft Teams Message Extension
Configure Microsoft Azure Conditional Access for Microsoft Teams tenant
Set up your language preferences for your Virtual Agent integration with Microsoft Teams
Localize the bot messages
Customize Virtual Agent welcome messages in Microsoft Teams
Use Now Assist in VA conversations with Teams
Integrating Now Assist in Virtual Agent with Microsoft Copilot
Setting up the Self-configured bot for using Microsoft Copilot
Now Assist in Virtual Agent conversations with Microsoft Copilot
Synthesized response in Microsoft Teams conversations
VA feature support in Teams conversations
Virtual Agent Designer user input and bot response controls in Microsoft Teams
Virtual Agent notifications supported in Microsoft Teams
Unsupported Virtual Agent features in Microsoft Teams
Common errors and resolution
Conversational Integration with Slack
Integrate VA with Slack
Install the Conversational Integration with Slack
Integrate ServiceNow Virtual Agent with Slack
Override Slack integration
Manage the ServiceNow Virtual Agent integration with Slack
Remove ServiceNow Virtual Agent integration with Slack
Integrating a self-configured bot with Slack workspace
Create a bot in Slack
Retrieve self-configured bot details
Integrate your ServiceNow instance with a self-configured bot
Manage the self-configured bot integration with Slack
Remove the self-configured bot integration with Slack
Configure VA settings for Slack
Configure branding for your Virtual Agent bot in Slack
Configure branding for your self-configured bot
Pre-link Virtual Agent requesters before integration with Slack
Configure promoted topics for Conversational Integration with Slack
Use Now Assist in VA conversations with Slack
Enable Now Assist in Virtual Agent for Slack
Chat responses in Slack conversations
VA feature support in Slack conversations
Virtual Agent Designer user input and bot response controls in Slack
Virtual Agent notifications supported in Slack
Unsupported Virtual Agent features in Slack
Conversational SMS Integration with Twilio
Explore
Configure
Install Conversational SMS Integration with Twilio
Set up the Conversational SMS Integration with Twilio
Configure SMS authentication
Rate limiting policy for SMS Authentication
Use
Conversational Integration with Workplace from Facebook
Conversational Integration with WhatsApp (powered by Twilio)
Configure
Install Conversational Integration with WhatsApp (powered by Twilio)
Set up Conversational Integration with WhatsApp (powered by Twilio)
Set the URL navigation for WhatsApp chat
Closing idle WhatsApp chat conversations
Integrating the WhatsApp messaging app with other applications
Using
Create a provider notification
Transfer WhatsApp chat conversations to live agents
Capturing information from a user in a WhatsApp chat conversation
Conversational Integration with WhatsApp (WhatsApp Cloud API)
Configure
Install Conversational Integration with WhatsApp (WhatsApp Cloud API)
Set up Conversational Integration with WhatsApp (WhatsApp Cloud API)
Set the URL navigation for WhatsApp chat
Closing idle WhatsApp chat conversations
Integrating the WhatsApp messaging app with other applications
Using
Enable WhatsApp channel notifications
Create a provider notification
Transfer WhatsApp chat conversations to live agents
Capturing information from a user in a WhatsApp chat conversation
Conversational SMS Integration with AWS End User Messaging
Configure
Install the Conversational SMS Integration with AWS End User Messaging application
Set up SMS End User Messaging Service and AWS resources
Set up SMS integration on ServiceNow instance
Use
Integrating IBM Watson Assistant conversations
Integrating Virtual Agent with IBM Watson Assistant
Integrating Virtual Agent with IBM Watson Assistant for Assistant V2 API
Integrating Virtual Agent with Voice channels
Conversational IVR with Amazon Connect
Exploring Conversational IVR with Amazon Connect
Install Conversational IVR with Amazon Connect
Components installed with Conversational IVR with Amazon Connect
Configuring Conversational IVR with Amazon Connect
Configure AWS account
Grant access to an IAM (Identity and Access Management) role
Create an Amazon S3 bucket
Create an Amazon CloudFormation Stack
Configure localization in Conversational IVR with Amazon Connect
Customize keywords in Conversational IVR
Claim a phone number
Create inbound and outbound Amazon Connect contact flows
Set up transcription for Amazon Connect
Configure Conversational IVR with Amazon Connect
Enroll user Soft PIN and Device in ServiceNow instance
Set up the Amazon Connect spoke for Conversational IVR
Sync agents to set up live agent transfer
Configure user authentication for Conversational IVR
Manage bot messages for Conversational IVR
Provider properties for Amazon Connect
Conversational Integration with Alexa
Install Conversational Integration with Alexa
Configure Conversational Integration with Alexa
Set up Conversational Integration with Alexa
Create an Alexa skill
Configure an Alexa skill
Build an Alexa skill model
Get the Alexa skill ID
Test an Alexa skill on the developer console
Test a skill on the Alexa mobile app
Test a skill on the Alexa Echo or Echo Show screen device
Supported Alexa intents
Create a provider channel identity record for Alexa
Set up message authentication for Alexa
Account linking with Alexa
Configure your Alexa account
Link Alexa events using the macOS Terminal
Link your account using the Alexa app
Fine-tune settings and topics
Contextual actions for Alexa
Closing idle Alexa chat conversations
Analyze VA performance
Conversational Analytics dashboard
Explore
Setting up the Conversational Analytics dashboard
Install Conversational Analytics Dashboard
Create custom events to monitor
Create custom override definitions
Formula override example
Using the Conversational Analytics Dashboard
Set the date range of the data
Overview tab
Usage tab
Conversations tab
Conversation transcript template
Use filters in the Conversation tab
Users tab
Use filters in the Users tab
Topics tab
Spokes
Category
Topics details
NLU Prediction tab
Modify models
User Search Metrics tab
Custom Events tab
Funnels tab
Issue auto-resolution tab
Conversational Analytics dashboard reference
Conversational Analytics dashboard roles
System property configuration
Domain separation and Conversational Analytics
Virtual Agent reference
Virtual Agent Designer interface reference
Assistant Designer Asset library
Virtual Agent Designer legacy topic cards page
Virtual Agent Designer All pre-built topics page
Create a topic form
Topic Properties tab
Topic Flow tab
Topic NLU Intent tab
Topic Languages tab
Virtual Agent Designer controls
Assistant Designer user input controls
Input Collector user input control
Text user input control
Static Choice user input control
Grouped Choice user input control
Dynamic Choice user input control
Boolean user input control
Date Time user input control
File Picker user input control
Carousel user input control
Secure Text user input control
Virtual Agent Designer bot responses
Text bot response control
LLM Text bot response control
Image bot response control
Link bot response control
HTML bot response control
Multi-response bot response control
Script bot response control
Card bot response control
Table bot response control
Video bot response control
Virtual Agent Designer utilities
Lookup utility
Script Action utility
Record Action utility
Decision utility
Topic Block utility
Action utility
Custom control utility
AI Connector utility
Deflection utility
Diagnostic Topic Executor utility
Geolocation utility
Multi File Upload utility
Pause utility
Virtual Agent technical reference
Virtual Agent roles
Domain separation and Virtual Agent
Associate a domain ID with a chat portal
Virtual Agent interaction records
Virtual Agent scripts
Input data types in Virtual Agent topics
NLU system entities
Virtual Agent URL parameters
Latency feedback in Virtual Agent
Now Assist in Virtual Agent
Exploring Now Assist in Virtual Agent
LLM assistants
Assistant Designer
Now Assist in Virtual Agent domain separation
Configuring assistants overview
View assistants
Create a chat assistant
Use agentic support
Assign search sources
Add a Knowledge Graph schema
Add assets
Select a display experience
Display assistant on Platform or ServiceNow Studio
Brand an assistant
Enable additional chat features
Manage chat experience
Review settings
Test a chat assistant
Edit a chat assistant
Manage response feedback
Portal prerequisites for enhanced chat
Mobile app prerequisites for enhanced chat
Create a voice assistant
Test a voice assistant
Configure Now Assist in Conversational Catalog Request
Disable the org chart
Customize citation message
Set up branding
Theming for Now Assist in Virtual Agent enhanced chat
Configure response feedback
Configure disambiguation
Configure processing messages
Using Now Assist in Virtual Agent
Standard chat
Enhanced chat
Proactive triggers and Virtual Agent notifications in enhanced chat
Chat streaming responses
Mid-topic switching during Now Assist in Virtual Agent conversations
Upload documents
Web search
Small talk in conversations
Suggested actions
Integrating Now Assist in Virtual Agent with Microsoft Teams
Analyzing assistants
Overview page
Usage page
Adoption & Engagement page
Sentiment page
Self-Solve Performance page
Deflection Details page
Assists page
Voice page
Related dashboards page
Add a dashboard to dashboard library
Edit a dashboard in the dashboard library
Now Assist in Virtual Agent reference
Interactive view customization tables
Now Assist in Virtual Agent system properties
Assistant analytics dashboard indicator details
Multilingual support for voice assistants
Enable agentic workflows in Virtual Agent
Agent Chat
Exploring Agent Chat
Agent Whisper
Chat surveys
Chat transcript downloads for requesters
Profanity Filter for Agent Chat overview
Sensitive Data Handler
Dynamic Translation for Agent Chat overview
Agent-Initiated Messaging Interface
Configuring Agent Chat
Setting up Agent Chat
Configuring Agent-Initiated Messaging Interface
Install
Set up for a messaging channel
Associate user profiles
Validate recipient IDs
Determine available messaging channels
Components installed
Messaging channels
Associating user profiles on messaging interactions
Controlling idle live chat sessions
Controlling the browser experience for chat guest sessions
Configuring quick actions
Sending missed chat activity emails
Configuring Sensitive Data Handler
Configuring Profanity Filter
Configuring Dynamic Translation for Agent Chat
Setting up conversation history
Using Agent Chat
Agent Chat reference
Sidebar
Exploring Sidebar
Activity stream in Sidebar
Participant suggestions in Sidebar
Configuring Sidebar
Installing Sidebar
Setting up Sidebar
Sidebar requester mapping
Integrating Sidebar and activity stream
Adding the Discuss button
Adding the Discuss button for non-task tables
Configuring Sidebar member query
Sidebar and Microsoft Teams
Integrate Sidebar and Microsoft Teams
Enable or configure the Microsoft Teams integration
Manage Microsoft Teams permissions
Sidebar and Slack
Integrate Sidebar and Slack
Set up the Slack account
Add Slack users
Enable Slack from ServiceNow
Configure event subscription and Webhook URL
Using Sidebar
Create a Sidebar discussion for a record
Create a standalone Sidebar discussion
Sidebar reference
Domain separation and Sidebar
Manage people and work
Advanced Work Assignment
Explore
Advanced Work Assignment home page
Service channels
Service channel capacity and utilization
Conversational SMS service channel
Work items
Work item queues
Work assignments
External routing overview
Inbox layout
Agent Inbox controls
Advanced Work Assignment Inbox Sentiment display
Wrap up overview
Management
AWA group queue priorities
Configure
Get started with Advanced Work Assignment
Activate Advanced Work Assignment
Activate related plugins for Advanced Work Assignment
Move from Connect Support to Advanced Work Assignment and Agent Chat
Install Conversational SMS service channel
Create or configure a service channel
Set up the Conversational SMS service channel
Set up a custom service channel
Tutorial: Set up a custom service channel for change requests
Create a service channel to route requests
Create an assignment rule for change requests
Create a queue to route new change requests
Create an assignment pool of agents
Make your service channel available in Agent Workspace
Customize how change requests appear in an agent inbox
Create or change a work item size override
Create a work item queue
Configure agent assignment rules
Tutorial: Automatically assign work to agents by skill
Create a skill
Create an assignment rule that auto assigns agents' work
Create a queue
Define assignment eligibility
Enable skill determination
Define a skill determination rule
Create or change an inbox layout
Override agent capacity for selected agents
Define agent pools eligible for assignment
Set work item sort order
Create and manage queue triggers
Create a connection Alias for third-party provider
Create a custom flow action
Create a subflow
Create a payload for external third-party providers
Link Subflow and Payload to External Queues
Enable external routing for queues
Configure External Routing events and payload
Define external routing test implementation
Configure Agent Affinity rules
Set Agent Affinity rules
Deactivate Agent Affinity
Configure agent presence states
Configure reasons for rejecting work items
Tutorial: Route interactions by context
Create a queue for product issues
Create a queue for billing issues
Create a queue for order issues
Configure reassignable settings
Wrap up configuration
Wrap up codes
Wrap up segments
Configure an agent's maximum universal capacity
Create or change groups for Advanced Work Assignment queues
AWA post work item subflow
Configure messaging actions
Enable logging for Advanced Work Assignment
Activate Agent Affinity
Activate Conversational Messaging
Use
Check for an agent's presence and capacity
Check unassigned interactions
Check unassigned task work items
Check work items and AWA events
Using Agent Affinity
Agent initiated SMS conversation
Compose an SMS conversation
Reference
Analytics & Reporting Solutions
Using Advanced analytics to access AWA dashboards
Operations dashboard
Platform Analytics Solutions for Advanced Work Assignment
Advanced Work Assignment dashboard for interactions
Advanced Work Assignment dashboard for operations
Advanced Work Assignment dashboard for tasks
Advanced Work Assignment dashboard for messaging
Migrating Advanced Work Assignment Dashboards
Assignment Rule form
Advanced Work Assignment monitoring page
Advanced Work Assignment roles
AWA administrator [awa_admin]
AWA agent [awa_agent]
AWA integration user [awa_integration_user]
AWA manager [awa_manager]
Components installed with Advanced Work Assignment
Domain separation and Advanced Work Assignment
Properties for Advanced Work Assignment
Omnichannel Callback
Exploring Omnichannel Callback
Configuring Omnichannel Callback
Get started with Omnichannel Callback
Install Omnichannel Callback
Configure callback behavior for a channel
Customize a default callback topic
Copy subflow template for callback routing
Configure callback routing
Working on callback records
Omnichannel Callback reference
Components installed with Omnichannel Callback
Domain separation and Omnichannel Callback
Proactive Triggers
Exploring Proactive Triggers
How Proactive Triggers work
Installing Proactive Triggers
Enable Proactive Triggers
Application scopes
Configuring Proactive Triggers
Create rules and actions for Proactive Triggers
Create custom trigger types
Multiple Proactive Triggers rules and actions
Manage Proactive Triggers
Proactive Triggers reference
Components installed with the Proactive Triggers feature
Proactive Triggers roles
Domain separation and Proactive Triggers
Proactive Rule form
Proactive Action form
Zoom extension for Omnichannel Callback
Install Zoom extension for Omnichannel Callback
Components installed with Zoom extension for Omnichannel Callback
Setting up Zoom extension for Omnichannel Callback
Setting up the Zoom spoke for Zoom extension for Omnichannel Callback
Setting up Notify Zoom connector for Zoom extension for Omnichannel Callback
Configure a Zoom webhook for Zoom extension for Omnichannel Callback
Configure the Zoom channel for callbacks over Zoom
Conversational Interfaces Diagnostic Tool
Exploring Conversational Interfaces Diagnostic Tool
Using the Conversational Interfaces Diagnostic Tool
Diagnose Conversational Interfaces errors
Diagnose Microsoft Teams configuration issues
Diagnose Advanced Work Assignment configuration issues
Additional resources for Conversational Interfaces

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