Configure Unified Experience chat routing
AI-generated summary
Genesys Cloud routes chats to appropriate agents based on skills, availability, and customer preferences through a two-part configuration process in ServiceNow. Administrators must first configure a chat service channel by specifying the channel name, inbox order, table (Interaction), assign-to field (Assigned to), assignment group field (Assignment group), and type (Chat). The channel requires capacity settings with default work item size and default capacity both set to 1, along with utilization conditions that include chat-type items with states other than Closed Complete or Closed Abandoned. Second, administrators create external queues in ServiceNow that map to Genesys Cloud queues by selecting Chat as the service channel, Simple as the condition mode, Chat as the work item routing condition, and enabling the External option. The external queue configuration requires entering the Genesys Cloud queue ID in the Provider queue ID field and the Genesys Cloud Open Messaging integration ID in the External request ID field. This integration enables unified chat routing across both platforms while maintaining agent workload management and customer preference alignment. When configuring multiple service channels for different interaction types, each channel must have unique utilization conditions to ensure proper routing differentiation. Genesys Cloud provides a feedback mechanism for documentation improvement, allowing users to rate article helpfulness and specify reasons for their assessment across categories including accuracy, clarity, and content organization. The feedback form captures user role information (Agent, Administrator, Developer/Engineer, Partner, Supervisor, Support, or Other) and requires acknowledgment of the Genesys Cloud privacy policy. Related documentation includes integration setup procedures for ServiceNow within Genesys Cloud, status mapping configuration, presence state creation, digital messaging setup in Unified Experience, and access to release notes for the Genesys and ServiceNow integration. Users unable to find answers through documentation are directed to community support resources.
Complete the following procedures for Genesys Cloud to route the chats to the appropriate agent based on skills, availability, and customer preferences.
Service channel for chat must be set up and active in ServiceNow. For more information, see Create or configure a service channel.
Note: When configuring service channels for multiple interaction types, ensure that each service channel has a unique set of Utilization conditions. For example, if a separate service channel is configured for each interaction type, the interaction type itself can be used as the distinguishing Utilization condition for each service channel.
- Log in to ServiceNow.
- Navigate to All > Service Channels.
- Click New.
- Enter the following information for the service channel:
- Name – Name of the service channel to be configured.
- Inbox Order – The order in which the service channel items appear in the agent inbox.
- Active – Select the option.
- Table – Select Interaction [interaction] from the list.
- Assign to field – Select Assigned to from the list. Field that references the user assigned to the item.
- Assignment group field – Select Assignment group from the list. Field that references the assignment group assigned to the item.
- Type – Select Chat from the list.
- Under the Capacity and Utilization section, enter the following details:
- Default work item size – Enter 1 as the value.
- Default capacity – Enter 1 as the value.
- Utilization condition – Add the following conditions:
- Type is Chat
- State is not one of Closed Complete or Closed Abandoned
- Click Submit.
Before you create external queues:
- Create and configure queues in Genesys Cloud.
Create external queues within the ServiceNow platform that map back to the Genesys queues to facilitate external routing. With the setup of Unified Experience from Genesys and ServiceNow integration, administrators can now create queues in ServiceNow that are externally routed to Genesys Cloud. When you create a queue in ServiceNow, select the following options:
- Service channel – Chat
- Condition mode – Simple
- Work item routing condition – Type > is > Chat
- External – Select the option. Under the External third-party routing section, enter the queue ID:
- Provider queue ID – Enter the Genesys Cloud queue ID. For more information, see How can I get the queue ID for my queue in Genesys Cloud?.
- External request ID – Enter the Genesys Cloud Open Messaging integration ID.
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