Hi Vaishnavi,

In short Chat Work Item Queues.

The chat Service Channel funnels all chats into Work Item Queues. Work Item Queues will send to defined agent groups and can be configured, via Routing Conditions, to only send chats matching certain criteria. A good starting place is the ServiceNow documentation:
- Create a work item queue
- Tutorial: Route interactions by context

A good overview of Service Channels, Chat and Queues is in this article :

https://community.servicenow.com/community?id=community_blog&sys_id=30aeafa2db013b04fece0b55ca961925

Mark my answer correct & Helpful, if Applicable.

Thanks,

Sandeep