Agent Chat

---
title: Agent Chat
description: Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/conversational-interfaces/agent-chat/ci-use-agent-chat.html
release: australia
product: Agent Chat
classification: agent-chat
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Conversational Interfaces]
---

# Agent Chat

Agent Chat provides features that streamline the agent and requester chat experience and enables managers to monitor and assist agents.

Provide your agents with a workspace that has built-in productivity features for engaging with customers. Your agents can do the following:

-   Use shortcuts, known as [quick actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-quick-actions-overview.md), for common activities, such as transferring a chat to another queue or displaying contextual info related to the chat.
-   Reuse common responses, such as greetings or answers to frequent questions, with [response templates](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/response-templates-templated-snippets.md).
-   Get possible solutions for issues, derived from searches of related issues in Knowledge articles, Q&A, and previous incidents or cases with [Agent assist](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/platform-user-interface/agent-assist-configurable-workspace.md).
-   Interact with customers in their native language using [Dynamic Translation for Agent Chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-dtac-overview.md).
-   Manage work assignments delivered to agents' inboxes, enabling them to set their availability and accept, reject, or transfer chats.
-   Trigger a Virtual Agent self-service topic that walks end users through a task with [Conversation Autopilot](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-using.md).
-   Provide agents with the option to add work notes or updates after they finish a support session with [Interaction wrap up](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/interaction-wrap-up-state.md).

## Get started

<table id="table_h2y_wyt_nwb" class="nav-card"><tbody><tr><td>

[Explore\[Omitted image "bus-explore.svg"\] Alt text:Learn about Agent Chat concepts and features.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-exploring.md)

</td><td>

[Configure\[Omitted image "bus-sdlc.svg"\] Alt text:Install and configure Agent Chat and activate relevant plugins.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-configuring.md)

</td></tr><tr><td>

[Use\[Omitted image "bus-customer-service-agent.svg"\] Alt text:Use Agent Chat to help agents have discussions with others to solve issues faster.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-using.md)

</td><td>

[Reference\[Omitted image "bus-learn.svg"\] Alt text:Get Agent Chat details for domain separation, building reports, and interaction related records.](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/conversational-interfaces/agent-chat/ci-agent-chat-reference.md)

</td></tr></tbody>
</table>