---
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


---

# Agent Chat

# Agent Chat {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.
Provide your agents with a workspace that has built-in productivity features for engaging with customers. Your agents can do the following:

* Use shortcuts, known as [quick actions](https://www.servicenow.com/docs/WjKQMYSmsColF7Ns8Fn3Gg#create-quick-actions-chat "Create a quick action so that agents can use shortcuts for performing actions in Agent Chat."), for common activities, such as transferring a chat to another queue or displaying contextual info related to the chat.
* Reuse common responses, such as greetings or answers to frequent questions, with [response templates](https://www.servicenow.com/docs/access?context=response-templates-templated-snippets&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
* Get possible solutions for issues, derived from searches of related issues in Knowledge articles, Q\&A, and previous incidents or cases with Agent assist..
* Interact with customers in their native language using [Dynamic Translation for Agent Chat](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.").
* Manage work assignments delivered to agents' inboxes, enabling them to set their availability and accept, reject, or transfer chats.
* Trigger a Virtual Agent self-service topic that walks end users through a task with [Conversation Autopilot](https://www.servicenow.com/docs/Q5Ab_cVbunm7W_nX4yuvWA#ci-conversation-autopilot "Agents can use Conversation Autopilot to display Virtual Agent topics during Agent Chat conversations. While the requester interacts with the Virtual Agent topics, agents can multitask and work on other items. Conversation Autopilot is not available for HR Service Delivery (HRSD).").
* Provide agents with the option to add work notes or updates after they finish a support session with [Interaction wrap up](https://www.servicenow.com/docs/access?context=interaction-wrap-up-state&version=yokohama&pubname=yokohama-servicenow-platform&ft:locale=en-US).
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## Get started {#ci-use-agent-chat__section_g2y_wyt_nwb}

|-|-|
| [ExploreLearn about Agent Chat concepts and features.](https://www.servicenow.com/docs/yfDVVcUhn_xhYPpCSAEUmQ "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.") | [ConfigureInstall and configure Agent Chat and activate relevant plugins.](https://www.servicenow.com/docs/UQ_Ood9DGwVAdCP8kIMOpQ "Configure Agent Chat to enable customers to ask questions and receive information by chatting with a live agent.") |
| [UseUse Agent Chat to help agents have discussions with others to solve issues faster.](https://www.servicenow.com/docs/Q5Ab_cVbunm7W_nX4yuvWA#ci-agent-chat-using "Agent Chat enables live agents to have conversations with requesters and for managers to help agents and monitor them.") | [ReferenceGet Agent Chat details for domain separation, building reports, and interaction related records.](https://www.servicenow.com/docs/745ujBeK8Rr6ocw~Pd7BrA#ci-agent-chat-reference "Reference topics provide descriptions about Agent Chat.") |
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