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Ticketing & ConciergeLive Agent Handoff

URL-Based Handoff: ServiceNow AWA

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Overview

When the Moveworks AI Assistant can’t resolve an issue, the user can file a ticket or ask for a live agent. This page describes the live agent experience when Moveworks sends the user to ServiceNow AWA chat through a link (URL-based handoff). To keep the user in the AI Assistant chat instead, see Live Agent Message Brokering.

Experience

  1. When an agent is available, ServiceNow notifies them with the last message the user sent to the AI Assistant. ServiceNow also creates an interaction record for tracking.

  2. The user sees a waiting message and can’t type until an agent accepts. ServiceNow doesn’t let the AI Assistant send messages on the user’s behalf, so the chat can’t start with a message already posted for the user.

  3. The agent accepts the request and sees the chat in Agent Workspace. The user’s last message is in the short description of the interaction record.

  4. The user is notified that an agent has joined and can start chatting.

  5. The agent can open with the context from the interaction record, for example: “Hi, I understand you’re having trouble with your VPN. How can I help?”