{"revision":"c10276e953456835cdbb1f3a60d58ae1980be353","document":{"id":5036,"path":"conversational-interfaces/virtual-agent/messg-apple-live-agent-conv.md","title":"Transfer Apple Messages for Business chat conversations to live agents","bundle":null,"doc_type":null,"release":"australia","body":"\n# Transfer Apple Messages for Business chat conversations to live agents\n\nConfigure the Advanced Work Assignment application to transfer a Apple Messages for Business chat conversation initiated by a requester to a live agent.\n\n## Before you begin\n\nYour administrator must have completed the following tasks:\n\n-   [Activate Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-activate.md).\n-   Set the application scope to Conversational Integration with Apple Messages for Business using the application picker. For more information, see [Application picker](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/application-development/c_ApplicationPicker.md).\n-   Activate the Conversational Messaging plugin \\(com.glide.messaging.awa\\). For more information, see [Activate Conversational Messaging](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/activate-messaging-actions.md).\n\nRole required: admin\n\n## About this task\n\n\\[Omitted image \"iMessage-apps.png\"\\] Alt text: A conversation with a virtual agent on an iPhone.\n\n\\[Omitted image \"amb-rich-links.png\"\\] Alt text: A conversation with a live agent on an iPhone.\n\n## Procedure\n\n1.  Enable the Apple Messages for Business service channel.\n\n    1.  Navigate to **Advanced Work Assignment** > **Settings** > **Service Channels**.\n\n    2.  In the **Name** column of the Queues list, search for `Apple Messages for Business`.\n\n    3.  Select **Apple Messages for Business**.\n\n    4.  On the Service Channel form, select the **Active** check box.\n\n    5.  Select **Update**.\n\n    6.  Add agents to the `Agent Apple Messages for Business Queue`.\n\n    For more information, see [Service channels](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-service-channels.md).\n\n2.  Automatically route work items for Apple Messages for Business chat conversations to agents by configuring the queue for the Apple Messages for Business service channel.\n\n    1.  Navigate to **Advanced Work Assignment** > **Settings** > **Queues**.\n\n    2.  In the **Name** column of the Queues list, search for `Apple Messages for Business Queue`.\n\n    3.  Select **Agent Apple Messages for Business Queue**.\n\n    4.  On the Queue form, select the **Active** check box.\n\n    5.  Select **Update**.\n\n    **Note:** By default, the **Apple Messages for Business - Most Capacity** assignment rule is associated with the Agent Apple Messages for Business Queue. You can create another assignment rule and associate it with the queue. For more information, see [Configure agent assignment rules](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-create-assignment-rule.md) and [Work item queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-queues.md).\n\n3.  Configure agent presence states for the Apple Messages for Business service channel.\n\n    1.  Navigate to **Advanced Work Assignment** > **Settings** > **Presence States**.\n\n    2.  In the **Name** column of the Presence States list, select an existing state.\n\n    3.  In the Apply to groups section of the Presence State form, select the add icon > to move the **Agent Apple Messages for Business Group** group from the **Available** column to the **Selected** column.\n\n        **Note:** You can ignore this step if you have selected the **Apply to all groups** check box.\n\n    4.  Select **Update**.\n\n    For more information, see [Configure agent presence states](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/advanced-work-assignment/awa-configure-agent-presence.md).\n\n\n"}}