--- 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: "2026-03-12" 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