Agent Chat enables agents to interact directly with requesters using chat functionality.

The chat system starts with virtual chat, which is autonomous chat powered by artificial intelligence. A requester can request to chat with a live agent through virtual chat. That chat is called Agent Chat. Configure 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.

In San Diego, Agent Chat moved from Workspace to Conversational Interfaces. For general information, see Conversational Interfaces and for detailed information see Agent Chat.