[Music] hey everyone it's justin here thanks for watching in this video i'm going to talk again about slack and again about service operations workspace the two working together so something that's uh a feature of service now is live agent chat so it used to be go to the portal and start a chat session with an agent an i.t agent to get support right maybe not deal with the virtual agent or a chatbot so i've got a scenario here where i've got an agent in the service operations workspace and i've got a user inside of slack needing some help and they're going to engage the virtual agent we're going to escalate to an actual live agent so what i did first is i made sure that as my it agent that i made myself available so in that workspace you can go to the inbox and set which channels that you're available to be contacted on so we took care of that i'll go back to my home page and in the slack part of this just above my head i'm going to start a conversation with the virtual agent so you can connect servicenow's virtual agent to your slack uh instance and actually have conversations with it now instead of starting a conversation or making a selection i'm just going to type in live agent and this is going to prompt the virtual agent to connect me to a live agent so it's asking me to stand by if you look over on the left now we've got a little one indicator indicating somebody's waiting on a live chat so in the service operations workspace we see that justin is requesting that and we can reject it or accept it we have about a minute to do that so that's something we can define in the system let's go ahead and accept and you will see that it will load up the active chat uh where we can actually have that back and forth with the customer who's in the portal plus the interaction records that servicenow's automatically created an interaction saying hey we're having an interaction with somebody we don't know if it's incident we don't know if it's a request but we're going to figure it out as we move through this interaction with that person so as the it agent i'll say hi justin thanks for reaching out how can i help i'm going to type that in probably should have pasted that a little bit a little faster but now you can see how i type i'll come back over here to slack and we can see that came through from the live agent so we'll just type back to that it agent my email isn't working send that on through and we should be able to see that update come through on the chat side let me scroll down a bit here there we go so we got my email isn't working and we didn't even see my little logo there so let's uh just do one more interaction here sorry to hear that um let me pull up a kb article and we'll just type that in kb article and send that and we should see that over there on the slack side so really simple feature there not a lot going on as far as demo but there was some steps in the background to set up the slack spoke get your service operations workspace plug-in installed and working and if you have lots of users who are using slack and reaching out to you individually or coming to an iq channel and asking for help you can replace that put the virtual agent in slack it comes with standard now and so you can actually use that um in the itsm standard and uh now you would have access to that live chat um always check with your account representative to see if there might be some licensing and licensing implications but just know i didn't know this before that you can have those live chats back and forth through slack and servicenow where everybody's sitting in the systems that they work in every day i hope you liked this video if you did please like please subscribe or share with somebody who you think might be interested until next time i'll see you on the next one [Music] you