@Samantha.Santo - Thanks for your response. I am aware of setting the Fulfiller UI in Chat Setup record but it doesn't satisfy the use case I have. In our instance, Connect chat is already activated and being used by employees to chat with the agents...

Hi,  Is it possible to initiate chat in Connect interface on the portal and open up in the Agent Workspace for the agents? Thanks

How can I edit the default filter on the "Cases for Opened for" related list?

Very helpful article. Thanks!