Configure the chat to enable auto-import
Create a chat configuration to automatically import the chats between the agents and the requesters for additional tables to extend the auto import functionality.
Before you begin
Role required: admin
Procedure
Navigate to All > ServiceNow for Microsoft 365 > Chat Administration > Chat Configuration.
Click Default option to view the default OOB configuration.
Note: If you want to auto-import chats for certain conditions, create a condition.
Navigate to ServiceNow for Microsoft Teams > Chat Administration > Chat Configuration.
Click New.
On the form, fill the fields.
| Field | Description |
|---|---|
| Name | Value for the configuration. |
| Order | Order for the configuration. You can define multiple chat configurations for a single table. The system executes the query based on the descending order. |
| Active | Option to activate the configuration. Select the check box to activate the configuration. |
| Auto Import | Option to automatically import the chat. Select the check box to automatically import the chat. |
| Default | Option to keep the configuration as default. Note: You cannot define multiple default values for chat configuration. |
| Table | Option to select the auto-import for a table. |
| Inherit | Extend and apply to the child tables. |
| Conditions | Option to define a condition for a chat to be auto-imported. |
| Opening message | Option to provide a text message that displays to the agent when the agent initiates a chat. This field is enabled only if the Auto Import option is selected. |
New chat configuration
Click Submit.
The chat configuration defined will be applicable only for the table selected. You can extend the chat configuration to other tables by creating another chat configuration record.
Parent Topic:Configure Request-based chats to import messages from Microsoft Teams to ServiceNow