Configuring Agent Chat

Configure Agent Chat to enable customers to ask questions and receive information by chatting with a live agent.

Review these sections on configuring Agent Chat features.

• Setting up Agent Chat
  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
  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
  Use extension points to call custom scripts.
• Controlling idle live chat sessions
  Configure how active chat sessions are handled by the system when live chats become idle.
• Controlling the browser experience for chat guest sessions
  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 for unauthenticated guest users, such as enabling resumable chat sessions after a browser refresh.
• Configuring quick actions
  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.
• Sending missed chat activity emails
  Send email to users with summaries of chat messages sent to them while they were offline.
• Configuring Sensitive Data Handler
  Detect and mask sensitive information that is shared in Agent Chat or Virtual Agent conversations.
• Configuring Profanity Filter
  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
  Activate Dynamic Translation for Agent Chat (DTAC) so chat conversations can be translated from one language to another.
• Setting up conversation history
  Enable and customize the conversation history options that are available on the conversation history screen.