Chat interactions are routed to iService agents that have been designated as "chat" agents. Chat agents are designated by a UserType (Chat.Answer) that enables the various chat management buttons for agents. UserTypes are assigned to agents in the Agent Admin page along with other agent attributes such as Segment Access, Skills, etc.
Creating a Special Chat UserType
Administrators can create an unlimited number of custom user types in the Admin-UserTypes tab, or modify the rights of existing user types. To convert an existing user type to include chat, such as CSR, open that user type and select the Chat.Answer right as shown below.
