Agent Chat

  • Release version: Zurich
  • Updated July 31, 2025
  • 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, 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.
    • 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.
    • 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.
    • Provide agents with the option to add work notes or updates after they finish a support session with Interaction wrap up.

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