As an agent, you can create a list within Agent Chat that allows you to see all incoming chats waiting to be accepted by your team (queue).

Create list

1. Log in to ServiceNow

2. Select Workspaces

3. Select Service Operations Workspace

4. Select Lists from the left hand sidebar

5. Select My Lists

6. Select Add new list (at the bottom of the screen)

The New List window will open.

7. Select Create your own tab

8. Enter a name for your list in the List Name field

9. In the Select Source field, enter Interaction and select it from the list

A number of suggested columns will appear in the Select columns field, including Number, Opened (displays the date and time it was opened) and Short description.

10. To remove columns you do not require, select the cross alongside the name of the column

11. To add additional columns, enter the name of the column(s) you want to search for (in the field below the suggested columns) and select the required column name

12. In the Editor section, set up a filter with the following conditions:

• Type is chat (and)
• Assigned to is --none-- (and)
• State is New

13. Select Sort by (below the filter fields)

14. Use the drop down menu on the left to select Opened

15. Use the drop down menu on the right to select descending (most recent chat request will be listed at the top) or ascending (most recent chat request will be listed at the bottom)

16. Select Create

The newly created list will appear within My Lists and any chats waiting to be accepted will be visible.

For guidance on how to accept a new chat, visit the Accept a new chat section of the Agent Chat guide. 

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Refresh list

You will need to refresh the list (using the Refresh List button) as new chats will not automatically appear. However a number will appear alongside the refresh button to highlight when new chats have been received - refresh the list when you see this.

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How to edit an 'incoming chats' list

Once you have set up your list, you can make further changes to it if needed.

1. Select the name of the list within My Lists

2. Select the List Actions button at the top right of the screen (cog icon)

3. Select Edit columns

The Edit List window will open.

4. To add a column, select the required column from the Available Columns list and use the chevron to add to the Selected columns list

5. To remove a column, select the cross alongside the column in the Selected columns list

6. You can reorder columns by dragging and dropping

7. Select OK

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Agent Chat (ServiceNow)