Chat interactions are routed to iService agents that have been designated as "chat" agents. Chat agents are designated by an Access Right (Chat.Answer) that enables the various chat management buttons for agents. User Types are assigned to agents in the Agent Admin page along with other agent attributes such as Segment Access, Skills, etc. This access right is the only requirement to enable chat for an agent. Chats are routed using the agents segment access and skills similar to other questions.

Creating a Special Chat User Type

Administrators can create an unlimited number of custom user types in the Tenant Settings - User Types page, or modify the rights of existing user types. To convert an existing user type to include chat, such as CSR, select that user type and check the Chat.Answer right as shown below. Then save the change.

The access right required for agent chat