Agent Chat for Customer Service Management Configurable Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Learn how the CSM Agent Workspace Agent Chat functions with CSM Configurable Workspace.

    Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue. CSM Agent Workspace Agent Chat configurations work with CSM Configurable Workspace.

    For more information about the Agent Chat component, see Next Experience Components documentation and select Agent Chat from the list of Next Experience Components.

    Agent Chat corresponding parameters

    Parameters that are hidden in UI Builder (UIB) aren’t configurable in UIB. These parameters are used for specific customer workflow use cases.

    Table 1. Component parameters for Agent Chat
    Component Legacy component name Legacy component parameter name UIB component parameter name
    Agent Chat sn-chat Interaction - Active
    • Interaction Sys ID - Active (Hidden in UIB)
    • User isUxf (Hidden in UIB)