Use chat in 8x8 Contact Center for ServiceNow

To receive or send chats using the integration app, you must:

  • Be a member of the queue to which the chat is routed.
  • Place yourself in the Available status.

When a chat is offered, the CRM searches the database for users with a matching email ID. If a match for the email ID is found in ServiceNow, the associated historical record is displayed in a separate browser tab. If there is no match, when the chat ends, an incident opens in a new browser tab, enabling you to note key details of your chat conversation.

To respond to an incoming chat:

  1. Click the Change status icon and set your status to Available.
  2. When a chat is offered, preview the record details and click to accept chat. Notice the acceptance timer . If the acceptance timer reaches zero, your status is changed to On Break.

  3. If the incoming chat is from an existing ServiceNow user, the user record pops in a new browser tab, allowing you to preview the user details.

    In the event of multiple matching records, 8x8 Contact Center app lists all possible matches in the Search tab. By default, the incident (call log) is associated with the first matching record in the list. If the default match is incorrect, select another record displayed in the list to associate the call with.

    If there are no matching records found, an incident opens at the end of the chat for you to enter relevant conversation details.

  4. Handle the chat interaction with the user and click to send your message.

  5. Click to finish the chat conversation.

    Note: Your administrator sets the post-processing timer that appears after a call. If the post-processing countdown interval reaches zero, 8x8 Contact Center automatically sets your status to Available.

  6. If required, select a disposition code, then click Continue.
  7. Click Wrap up to end the chat or wait for the customer to end the chat.
  8. An incident opens in a new browser tab. Add your chat conversation notes to the incident report. The incident includes information about the time the chat was initiated, accepted, and terminated, along with the chat transcript.
  9. Click Work Offline if you need more time to complete any post-processing tasks.