---
title: AWA agent \[awa\_agent\]
description: The AWA agent handles customer interactions and manages workload across multiple service channels.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/awa-roles-2.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: reference
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Advanced Work Assignment roles, Reference, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# AWA agent \[awa\_agent\]

The AWA agent handles customer interactions and manages workload across multiple service channels.

## Contains Roles

List of roles contained within the role.

-   quickactions\_user
-   sn\_templated\_snip.template\_snippet\_reader

## Groups

List of groups this role is assigned to by default.

None.

## Special considerations

None.