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title: Live Agent - ServiceNow AWA
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# Overview

When an end user does not receive sufficient help from the Moveworks AI Assistant, they will have the option to either file a ticket, or request help from a Live Agent. This document outlines the experience for a user requesting to speak to a live agent with the Moveworks integration with ServiceNow AWA.

## Experience

1. If an agent’s status is set to “Available,” the agent is notified with the last utterance that the end-user input into the bot. An IMS ticket is also created for tracking.

   ![](https://files.readme.io/5d4c3e6-image.png)

2. A waiting message appears for the user, the user cannot type in chat at this point. ServiceNow does not allow the bot to impersonate the end-user so it is not possible to have an experience where the bot has already sent a message via ServiceNow Live Chat on behalf of the user.

![](https://files.readme.io/fbb7ab5-image.png)

3. The agent accepts the request and is presented with the Agent Workspace and a chat window. The user’s last utterance is populated in the short description of this interaction record.

![](https://files.readme.io/bff42ac-image.png)

4. The user is notified that an agent has picked up the issue and can now chat.

![](https://files.readme.io/66832ab-image.png)

5. Agents can introduce themselves to the user by referencing the context that was passed into the interaction record. e.g: *“Hi, I understand you are having issues with\*\*\*\** \*\*\*\*. How may I assist you?”\_