Configure Workspace Agent Chat to enable customers to ask questions and receive information by chatting with a live agent. Through Agent Chat, agents communicate with customers, create incident or case records, or transfer chats to another agent or queue.

Agent Chat uses a persistent widget for chat conversations on any portal page of the portal that you're using. You can establish assignment rules to enable chat conversations to reach the best agent available who has the capacity and skills to handle the job. The agent can transfer the chat to another agent if necessary. Agents can use response templates to enable reusable, consistent messages to requesters.