Users with the Agent role can participate in chats within the Engagements section of the Console.

There are four key functional areas of the engagement screen.

Engagements screen
Engagements screen 
1QueuesChats in progress and waiting in queue. 
2Chat areaChat conversation history with the selected visitor. 
3Visitor InformationInformation about the visitor and integrations with visitor records in enterprise systems. 
4Message InputControls for the agent to send messages.

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