Configure Workspace Agent Chat to enable live agent chat with customers. Through Agent Chat, agents interact with customers, create incident or case records, or transfer chats to another agent or queue.

1. Navigate to Collaboration > Chat Setup.
   Note: The Collaboration module is unrelated to the Collaboration plugin.
2. On the form, fill in the fields.

   Table 1. Chat Setup form

   Field	Description
   Name	Live Agent setup configuration.
   Live Chat Enabled	Option to activate live chat. If you don't want to use live Agent Chat, clear this check box.
   Show Agent Names and Avatars	Option to display agent names and avatars in the Agent Chat client when a live agent enters, transfers, or exits a chat. Agents set their names and pictures in their Live Feed profiles. If agent names and avatars are not displayed, agents remain anonymous.
   Live Chat Wait Status	Option to display the estimated wait time in the chat client when a requester is transferred from a virtual agent to a live agent. The wait time is updated once per minute. The wait time is based on the Queue Average Wait Time minus the Time Waiting.
   CSM Fulfiller UI	Chat support interface: Connect Support or Agent Workspace. Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
   CSM Queue	Live Agent chat queue is used for Customer Service Management (CSM)if not specified in the chat interface or changed by a Virtual Agent topic. If you're using Agent Workspace, you don't need to specify a CSM queue.
   HR Fulfiller UI	Chat support interface: Connect Support.
   HR Queue	Live Agent chat queue is used for HR if not specified through the chat interface or changed by a Virtual Agent topic.
   ITSM Fulfiller UI	Chat support interface: Connect Support or Agent Workspace. Note: If you're configuring Agent Chat, you must select Agent Workspace as the fulfiller UI.
   ITSM Queue	Live Agent chat support queue is used for IT Service Management (ITSM) if not specified through the chat interface or specified by a topic.
   Global Fulfiller UI	Chat support interface for the platform: Connect Support or Agent Workspace Note: If you're configuring Agent Chat, select Agent Workspace as the Global Fulfiller UI.
   Global Queue	Queue used if Virtual Agent doesn't have information about the queue from the chat interface or a Virtual Agent topic. If you're using Agent Workspace, you don't need to specify a Global Queue.
   Transfer Message	Message users see when they are transferred to a live agent or another queue. For example: "Please stand by while I connect you to a live agent." Note: You can define only one transfer message, which is displayed for all queues in your instance.
   No Agents Available Message	Message that users see when a live agent is not available. For example: "No agents are available at the moment. Please try again later." Note: You can define only one agent availability message, which is displayed for all queues in your instance.