---
title: Create a service channel to route requests
description: Create a service channel in Advanced Work Assignment so that you can route change requests to agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/custom-service-channel-tutorial.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Set up a custom service channel, Configure, Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Create a service channel to route requests

Create a service channel in Advanced Work Assignment so that you can route change requests to agents.

## Before you begin

Role required: awa\_admin or admin

## Procedure

1.  Navigate to the service channel settings through one of the following navigation paths:

    -   **All** > **Advanced Work Assignment** > **Home**.

        In the Essential settings section, select **Set up service channels**.

    -   **All** > **Advanced Work Assignment** > **Service Channels**.
2.  Select **New**.

3.  On the form, fill in the fields.

    -   Name: Change Request
    -   Inbox Order: 100
    -   Table: Change Request \[change\_request\]
    -   Active: Selected
    -   Utilization condition: \[Active\] \[is\] \[true\]
4.  Select **Submit**.