Configure Agent Chat for Source-to-Pay Workspace

  • Release version: Zurich
  • Updated July 31, 2025
  • 1 minute to read

    • Use Agent Chat Settings to configure Agent Chat for Source-to-Pay Workspace.

    Before you begin

    Role required: admin

    Procedure

    1. Navigate to All > Conversational Interfaces > Settings > Agent Chat.
    2. In the User Experience - Chat settings section, do the following:
      1. Swipe the Agent names and avatars toggle switch to the right to enable this option.
      2. Swipe the Transcripts toggle switch to the right to enable the requesters to download a transcript of the conversation they had with an agent. For more information, see Chat transcript downloads for requesters.
    3. In the User Experience - Statuses section, from the Live chat wait status drop-down list, select Wait Time.
    4. In the Configurable Toolbar Controls section, select View All.
      The Quick Action Toolbar Controls is displayed.

      Add or update the quick action shortcuts for live agents in the Agent Chat. For more information about configuring the toolbar controls, see Setting up quick action toolbar controls.

    5. Select Save.

    Result

    After Agent Chat for Source-to-Pay Workspace is configured, chat routing is not active until AWA is also configured.