--- sourceDocument: Yokohama Conversational Interfaces sourceDocumentLink: https://www.servicenow.com/docs/r/yokohama/conversational-interfaces Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Exploring Agent Chat # Exploring Agent Chat {#ariaid-title1} * Release version: Yokohama * * Updated January 30, 2025 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Exploring Agent Chat Agent Chat enables live agents to interact directly with end users through a persistent chat widget available on any portal page. It starts with an AI-powered virtual chat that can escalate to a live agent upon requester request. Agents can communicate with requesters, create incident or case records, transfer chats, and use assignment rules to route chats to the most suitable agent based on capacity and skills. Show full answer Show less The system includes pre- and post-chat surveys to gather preliminary information and feedback on agent performance. Legacy Agent Workspace is no longer supported as of the Quebec release. ## Key Features * **Agent Whisper:** Allows agents and chat managers to converse discreetly without the requester's knowledge. * **Chat Surveys:** Collects information from end users before and after chat sessions. * **Chat Transcript Downloads:** Requesters can download a transcript of their chat conversation. * **Dynamic Translation:** Enables conversations in different languages for both agents and requesters. * **Agent-Initiated Messaging Interface:** Agents can start conversations on the requester's preferred messaging app. * **Advanced Work Assignment (AWA):** Routes chat requests to agents based on availability, queue length, and expertise. * **Link Unfurling:** Links shared during chats show a preview of the website content for better context. * **Cross-Channel Conversation History and Sentiment:** Agents can view conversation history and real-time sentiment across channels during live chats. * **Chat Summarization:** Available with Now Assist, providing a summary of chat conversations. ## Benefits for ServiceNow Customers * **Improved Customer Engagement:** Enables real-time, personalized interactions, improving customer satisfaction. * **Efficient Agent Utilization:** Smart routing and transfer capabilities ensure chats reach the best agent quickly. * **Consistent Communication:** Response templates help maintain consistent and reusable messaging. * **Multi-Language Support:** Dynamic translation broadens accessibility to diverse users. * **Enhanced Insights:** Pre- and post-chat surveys and conversation analytics provide actionable feedback. * **Seamless Integration:** Works across portals and messaging platforms, enhancing user experience. Agent Chat enables live agents to interact directly with end users through chat. Your end users can chat with a live agent to ask questions and receive information. ## Agent Chat overview {#ci-agent-chat-exploring__section_ykm_1jv_g1c} The chat system starts with virtual chat, which is an autonomous chat powered by artificial intelligence. The requester can then ask to chat with a live agent using Agent Chat. Using Agent Chat, agents can communicate with requesters, 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 or the agent can transfer the chat to another agent. Agents can use response templates to enable reusable, consistent messages to requesters. Virtual chat conducts a survey before and after the Agent Chat. The pre-survey gets preliminary information about the requester to aid in the chat session. The post-chat survey gets feedback on the requester's satisfaction with the agent who helped. Note: Starting with the Quebec release, legacy Agent Workspace is no longer deployed, enhanced, or supported. For details, see the [Deprecation Process \[KB0867184\]](https://support.servicenow.com/kb_view.do?sysparm_article=KB0867184) article in the Now Support Knowledge Base. ## Agent Chat benefits {#ci-agent-chat-exploring__section_clm_1jv_g1c} {#ci-agent-chat-exploring__table_dlm_1jv_g1c__entry__3} | Benefit | Feature | Users | |-|-|-| | Agents and chat managers have a conversation without the requester knowing. | [Agent Whisper](https://www.servicenow.com/docs/NOZj14QV0u8HsCAyjfOOZg "Agent Whisper lets agents and chat managers have a conversation without the requester knowing.") | Agents, chat managers | | Gather important information from end users through conversational questionnaires. | [Chat surveys](https://www.servicenow.com/docs/edSQbOxUxdi6bqN7W5BSwg "Display conversational questionnaires to your end users to gather important information from them, before and after they chat with a live or virtual agent.") | Agents | | Download a transcript of the conversation between the agent and the requester. | [Chat transcript downloads for requesters](https://www.servicenow.com/docs/jdwdQIRqivtSFTLVSUIvnA "Once a conversation between a requester and a live agent ends, the requester can download a transcript of the conversation.") | Requester | | Carry out a conversation in another language. | [Dynamic Translation for Agent Chat overview](https://www.servicenow.com/docs/GpNBQdKpaN4squ5fcgG2tw "Dynamic Translation for Agent Chat (DTAC) translates chat conversations from one language to another. This translating enables agents and requesters to have chat conversations with each other without the need of a shared language.") | Agent, requester | | Initiate conversations with requesters on a messaging app of the requester's choice. | [Agent-Initiated Messaging Interface](https://www.servicenow.com/docs/zBjE5pZJITLnEQ79LKLjTA "Enable agents to initiate conversations with customers on a messaging app of customers' choice by using the ServiceNow Agent-Initiated Messaging Interface application.") | Agent, requester | | Read a summarization of the chat (this is available only if you have Now Assist installed). | | Agent | [ ] {#ci-agent-chat-exploring__table_dlm_1jv_g1c} ## Routing chats {#ci-agent-chat-exploring__section_hmf_zln_dkb} Requesters start chats with virtual chat. When they request to chat with a live agent on Agent Chat, their request goes into a queue controlled by Advanced Work Assignment (AWA), which routes chats to different agents based on availability, queue length, and expertise. ## Unfurling links {#ci-agent-chat-exploring__section_g1t_2dd_3sb} If an agent or requester enters a link during an Agent Chat conversation, the links are "unfurled" or displayed with a preview of the website's content. Links in Agent Chat conversations are unfurled in the same manner as Virtual Agent. For more information, see [Using link unfurling in Virtual Agent](https://www.servicenow.com/docs/wR44GLhOXacxCs_zXuWApw "Virtual Agent supports link unfurling on the chat widget, mobile devices, and various channels. Link unfurling generates a content-rich preview when a supported link is shared in a conversation with a user, a virtual agent, or in a text-based bot response."). ## Cross-channel conversation history and cross-channel message-level sentiment {#ci-agent-chat-exploring__section_vvb_jwl_gyb} Agents can see cross-channel conversation history and cross-channel message-level sentiment in real time when an agent is having a live conversation with a requester in the chat panel in Agent Chat. For more information, see [Getting work from chats](https://www.servicenow.com/docs/access?context=live-agent-overview&version=yokohama&pubname=yokohama-platform-user-interface&ft:locale=en-US).