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.
| # | Area | Description |
|---|---|---|
| 1 | Queues | Chats in progress and waiting in queue. |
| 2 | Chat area | Chat conversation history with the selected visitor. |
| 3 | Visitor Information | Information about the visitor and integrations with visitor records in enterprise systems. |
| 4 | Message Input | Controls for the agent to send messages. |