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.

1QueuesChats in progress and waiting in queue. See Queues.
2Chat areaChat conversation history with the selected visitor. See Chat area.

Visitor information

Information about the visitor and integrations with visitor records in enterprise systems. See Visitor information.

4Message inputControls for the agent to send messages. See Message input.