---
title: Configure Advanced Work Assignment chat queue
description: Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/universal-request-for-hr-service-delivery/ur-config-awa-queue.html
release: australia
product: Universal Request for HR Service Delivery
classification: universal-request-for-hr-service-delivery
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Configure Chat queues, Configuring Universal Request, Setting up and configuring Universal Request, Universal Request, Employee Service Management]
---

# Configure Advanced Work Assignment chat queue

Create or modify the default chat queue for UR in Advanced Work Assignment automatically assign work items to your agents, based on their availability.

## Before you begin

Role required: admin

Ensure that you have activated the Agent Chat \(com.glide.interaction.awa\) plugin.

## Procedure

1.  Navigate to **All** > **Advanced Work Assignment** > **Queues**.

2.  Perform any of the following task.

    -   Open the **Universal Request Chat Queue** chat queue and modify it
    -   Create the **Assignment Eligibility** record for the chat queue modifying the application provided Universal Request assignment rule.
    -   Click **New** to create a new record.
    For more information, see [Advanced Work Assignment](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/implement-awa.md).

3.  Click **Submit**.


**Parent Topic:**[Configure Chat queues](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/universal-request-for-hr-service-delivery/config-chat-queues.md)