---
title: Using Advanced Work Assignment
description: The following sections detail how awa\_manager or awa\_agent roles can use Advanced Work Assignment \(AWA\) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/advanced-work-assignment/using-awa.html
release: australia
product: Advanced Work Assignment
classification: advanced-work-assignment
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Advanced Work Assignment, Manage people and work, Conversational Interfaces]
---

# Using Advanced Work Assignment

The following sections detail how awa\_manager or awa\_agent roles can use Advanced Work Assignment \(AWA\) to complete various tasks such as checking an agent's presence and capacity, checking unassigned work items, and creating SMS conversations.