Moving from Connect Support to AWA and Agent ChatSummaryConnect Support has been in planned deprecation since Paris and starting in Utah, it will be deprecated. This means that no new customers will be able to activate Connect Support and that existing customers can continue using it without ServiceNow support as it will be considered custom code. Benefits of Moving to Advanced Work Assignment (AWA) and Agent Chat Advanced Work Assignment and Agent Chat automatically route work items such as chat, cases, and more to support agents based on skills, availability, capacity, etc. AWA and Agent Chat are supported on Workspace and the Next Experience UI.Both products are available on any ServiceNow Standard entitlement.AWA and Agent Chat support integrations with ServiceNow Virtual Agent.AWA and Agent Chat support 3rd party integrations with Slack, MS Teams, FB Workplace, and Twilio SMS. Available on any ServiceNow Pro entitlement. How to Move from Connect Support to AWA and Agent Chat To migrate from Connect Support, use AWA to create chat queues used for routing chat work items to agents and the Chat Setup form to configure Agent Chat. Please note that Agent Workspace does not support Connect Support. Comparable Features with AWA and Agent Chat There are several similarities between the functionality of Connect Support in comparison to AWA and Agent Chat including: Launching the chat client from the ServiceNow Service PortalEnabling or disable Agent AvatarTransferring a chat to chat queues or individual agentsModifying OOTB Initial Agent ResponseUsing Chat Actions (slash commands)Attaching files to chatsCreating task-based records from chats Saving chat transcripts Get More Features with AWA and Agent Chat! With AWA and Agent Chat, you get more than Connect Support! Check out the list of modern, AI-based features we’ve already shipped. Feature Release Entitlement Conversation History Tokyo Standard KB Article Quick Search Tokyo Standard Sensitive Data Handling San Diego Standard Agent Autopilot Rome Pro Profanity Filtering Rome Pro Auto-logging for interactions Quebec Standard Customizable inbox auto alert Quebec Standard Dynamic Translation for Agent Chat Quebec Pro Support for 3rd party routing Quebec Pro Agent Whisper Paris Standard Emojis Paris Standard Agent Affinity Orlando Pro Anonymous agent settings Orlando Standard Pre chat surveys Orlando Standard Variable work item sizing Orlando Standard Response templates New York Standard Agent reject reasons Madrid Standard Chat timeout reassignment Madrid Standard Queue overflow handling Madrid Standard Queue scheduled Madrid Standard Related LinksArchive of Connect Support Articles Can both Connect Chat and Legacy chat be used at the same time? Because they have some conflicting processes and cause issues if used concurrently, it is recommended not to use them together. Also, close all Legacy Chat records before moving to Connect. Can links in Connect Support conversations point to the Service Portal? We suggest setting up a Service Portal redirect to have record links created or linked in Connect direct end-users to the Portal. This will not work for knowledge articles and we do not currently have any built-in functionality for this but plan to implement a better integration with How to Set Up Servicer Portal Redirect Can the email notifications for each comment to a conversation after incident creation from Connect be limited? This behavior was brought to development via PRB681459 and marked as an Enhancement for the future but is still a work in progress. Development did provide a potential workaround for the issue via this Known Error KB0657223 - Connect Support chat sessions that continue after incident creation result in emails sent for each subsequent connect message. Can the Service Desk: Call plugin be integrated with Connect Support? In the current version of the platform, Jakarta, the primary table for Service Desk: Call new_call does not extend the task table and therefore should not be integrated with Connect Support. With a PRB for this, there is potential to integrate the two plugins better in the future. Can the system messages from Connect, such as when a user joins or leaves, be saved in the incident activity created from a conversation? Yes, In HP6 and above, set the sys_property glide.connect.support.reflect_system_messages to true and it will have the activity of the associated record store the system messages from the Connect conversation. Can we hide the average wait time for a queue? We do not have a way to completely remove the wait time message, but if you remove the value from the queue record it will just display "Wait time:".You can also edit the business rule "SNC - Chat Queue Average Wait Time" so it does not update when records from that queue are accepted. How are the fields customized on Record Cards shown in the Connect window ($c.do)? (linked records/knowledge and records created from Support) See KB0647754 - Configure the fields shown on record cards in Connect How Do I disable the Connect Plugin? Read our documentation on how to Disable Connect Chat or for more detailed info read KB0656241 - How to deactivate the Connect plugin How does the platform determine the support conversation states? Connect Support chat states How is the Average Wait Time calculated for a Chat Queue? There is a business rule named SNC - Chat Queue Average Wait Time on the chat_queue_entry table. It averages the wait time of the last 20 'Work in Progress' chats ordered by opened_at. Here is a link to the Business Rule: /nav_to.do?uri=sys_script.do?sys_id=e2479357c0a8015274607cd0fe2d9ffd How to limit which users can access Connect? This can be done by role using the connect.roles sys_property. View the Docs on Connect Properties. How to receive Audio notifications when someone joins the Queue? In Helsinki Patch 7, Istanbul Patch 2, and newer, a sys_property has been added: glide.connect.support.enter_queue_audio_alert, which can be set to true in order to hear audio alerts when a new chat enters the queue. How was Connect enabled on my instance? Here is KB0647741 - Connect Plugin Activation and How to Disable Connect which explains how this may have been enabled. Is there any way to only show the Agent / Users first name in Connect Support? The name used in Connect comes from the Live Profile record of the user so if you edit the live profile record then Connect will only show the first name. This will affect all Connect and Live Feed not just support conversations. For more information read KB0656237 - How to update the agents name displayed on Connect Chat without updating the sys_user record What are the supported browsers for Connect Support? Supported Browsers for Connect Why is my Connect-related page blank or not loading? Here are some common causes of this issue KB0635589 - Connect chat/support blank page or loading issues