When an end user does not receive sufficient help from the Moveworks bot, they will have the option to either file a ticket, or request help from a Live Agent. This document outlines the experience for a user requesting to speak to a live agent with the Moveworks integration with ServiceNow AWA.
If an agent’s status is set to “Available,” the agent is notified with the last utterance that the end-user input into the bot. An IMS ticket is also created for tracking.
A waiting message appears for the user, the user cannot type in chat at this point. ServiceNow does not allow the bot to impersonate the end-user so it is not possible to have an experience where the bot has already sent a message via ServiceNow Live Chat on behalf of the user.
- The agent accepts the request and is presented with the Agent Workspace and a chat window. The user’s last utterance is populated in the short description of this interaction record.
- The user is notified that an agent has picked up the issue and can now chat.
- Agents can introduce themselves to the user by referencing the context that was passed into the interaction record. e.g: “Hi, I understand you are having issues with ********. How may I assist you?”_
Updated 6 months ago