---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/conversational-interfaces

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Configure

# Configuring Agent Chat {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure Agent Chat
so customers can ask questions and receive information by chatting with a live agent.

Review the following topics to configure
Agent Chat features.
* **[Set up Agent Chat](https://www.servicenow.com/docs/SE890aioSqFB3n6_P4gOkg)**   
  Configure Agent Chat to enable live agents to chat with customers and manage various conversation features for agents and end users. Through Agent Chat, agents interact with end users, create incident or case records, or transfer chats to another agent or queue.
* **[Configuring Agent-Initiated Messaging Interface](https://www.servicenow.com/docs/YjGXE0pOF0PPR7mAikauzg)**   
  Set up the Agent-Initiated Messaging Interface application to enable agents to send messages to customers through different messaging channels.
* **[Associating user profiles on messaging interactions](https://www.servicenow.com/docs/~RS6NjS_tm5KTqY196WxtQ)**   
  Use extension points to call custom scripts.
* **[Controlling idle live chat sessions](https://www.servicenow.com/docs/S4UiyryQCZk0QgEHBAXDSA)**   
  Configure how active chat sessions are handled by the system when live chats become idle.
* **[Controlling the browser experience for chat guest sessions](https://www.servicenow.com/docs/ib2vGqbx6i8GvKoDO0yQ2w)**   
  Anonymous users (unauthenticated guests) can chat with support agents in the web chat client without logging in to a service portal. Admins can control certain aspects of the conversational experience, such as enabling resumable chat sessions after a browser refresh.
* **[Configuring quick actions](https://www.servicenow.com/docs/FWa~wZQBZT9F8l2PSLBa_Q#ci-quick-actions-overview)**   
  Quick actions are shortcuts that perform Agent Chat tasks. Agents can work more efficiently with customers by using quick actions because they don't have to enter as many characters to perform a task.
* **[Send missed chat activity emails](https://www.servicenow.com/docs/LdSq0fTOM1PBCCwBmJuLkw)**   
  Send email to users with summaries of chat messages sent to them while they were offline.
* **[Configure Sensitive Data Handler](https://www.servicenow.com/docs/d9g~dawVW9XI1Duuf22efA)**   
  Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.
* **[Configure Profanity Filter](https://www.servicenow.com/docs/WZAJlO3M~jAZlziOWLy3pA)**   
  Configure the Profanity Filter for Agent Chat to detect flagged words in the manner that best suits your company's needs.
* **[Configuring Dynamic Translation for Agent Chat](https://www.servicenow.com/docs/FYU75Zm663sP3DxRo8~a6g)**   
  Activate Dynamic Translation for Agent Chat (DTAC) so chat conversations can be translated from one language to another.
* **[Set up conversation history](https://www.servicenow.com/docs/oVSpoAvx~hhY2IqGiEDCsA)**   
  Enable and customize the conversation history options that are available on the conversation history screen.