Agent Chat Portal Conversation

[rachelconstanti]

Good day all,

We are in the process of migrating to AWA and Agent Chat.  
Up to this point, I have AWA configured with queues and have agent chat configured.  
When on the portal and a conversation is initiated, the agent receives this as a chat. 
(The agent is available in Service Operations Workspace with the chat open )
If the customer has the chat open on the portal and types messages, how do the agents see those messages?

Note... when I log in with an elevated role (admin) I see that Active Chat is available - do the agents need a role to see this?

Thank you,

Rachel

[rachelconstanti · Accepted solution]

Figured it out...

the interaction_agent role is needed