--- 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 --- # Explore # Exploring Agent Chat {#ariaid-title1} Release version: Australia Updated March 12, 2026 ![](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 engage directly with end users through real-time chat, allowing users to ask questions and receive information efficiently. The chat journey begins with a virtual chat powered by AI, which can escalate to a live agent interaction. Agents can create incident or case records, transfer chats to other agents or queues, and use response templates to provide consistent messaging. The system uses a persistent chat widget accessible from any portal page and supports assignment rules to route chats based on agent availability and skills. Show full answer Show less ## Key Features * **Agent Whisper:** Allows private communication between agents and chat managers without the requester seeing these messages. * **Chat Surveys:** Collects pre-chat data to assist agents and post-chat feedback about agent performance. * **Chat Transcript Downloads:** Requesters can download the full conversation transcript for their records. * **Dynamic Translation:** Supports conversations in multiple languages for both agents and requesters. * **Agent-Initiated Messaging Interface:** Agents can start conversations on the requester's preferred messaging app. * **Agent Routing:** Utilizes Advanced Work Assignment (AWA) to route chats intelligently based on agent availability, queue length, and expertise. * **Link Unfurling:** Displays website previews when links are shared in chat, enhancing context during conversations. * **Cross-Channel Conversation History and Sentiment:** Agents can view real-time conversation history and message-level sentiment across channels during live chats. ## Key Outcomes ServiceNow customers using Agent Chat can expect streamlined, efficient communication between agents and end users, improving issue resolution speed and customer satisfaction. The integration of AI-driven virtual chat and intelligent routing ensures that users connect with the right agent promptly. Features like private agent communication, multilingual support, and detailed surveys enhance the quality and consistency of support. Additionally, access to conversation transcripts and real-time sentiment analysis empowers agents to deliver more informed and personalized service. Agent Chat lets live agents chat directly with end users, who can 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 page of your portal. You can set up assignment rules that route chats to an available agent who has the capacity and skills to help. Agents can also transfer a chat to another agent. Agents can use response templates to send reusable, consistent messages to requesters. Virtual chat conducts a survey before and after the Agent Chat conversation. The pre-chat survey collects preliminary information about the requester to aid in the chat session. The post-chat survey collects feedback about 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 | |-|-|-| | Talk privately with other agents and chat managers without the requester seeing the messages. | [Agent Whisper](https://www.servicenow.com/docs/idFXhbHgKrPTMnaCqxP0UA "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/wn7_fePgk1BtbF7yyneCBQ "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/TUmtbswF9zMf4BnL0ntKoA "After 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](https://www.servicenow.com/docs/BgD0nOHCQoc_yfAz~IvaRA "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 for a shared language.") | Agent, requester | | Start conversations with requesters on the messaging app they choose. | [Agent-Initiated Messaging Interface](https://www.servicenow.com/docs/~G_OuqPSzhT~~j5F2BuydA "Enable agents to start conversations with customers on the messaging app that customers choose by using the ServiceNow Agent-Initiated Messaging Interface application.") | Agent, requester | | Read a summary of the chat. 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 system unfurls the link, displaying a preview of the website's content. Links unfurl the same way as in Virtual Agent. For more information, see [Using link unfurling in Virtual Agent](https://www.servicenow.com/docs/ciIlXlwBNcnwnZFMT4~nQg "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 during a live conversation with a requester in the chat panel in Agent Chat. For more information, see .