---
title: Agent Chat for Customer Service Management Configurable Workspace
description: Learn how the CSM Agent Workspace Agent Chat functions with CRM Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/migration-agent-chat.html
release: australia
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Migrate to CRM Workspace, Migrating to Configurable Workspace, CRM Workspace, Organize agent workspaces, Configure, Customer Service Management]
---

# Agent Chat for Customer Service Management Configurable Workspace

Learn how the CSM Agent Workspace Agent Chat functions with CRM Workspace.

Agent Chat enables agents to interact with customers, create incident or case records, or transfer chats to another agent or queue. CSM Agent Workspace Agent Chat configurations work with CRM Workspace.

For more information about the Agent Chat component, see [Next Experience Components documentation](https://developer.servicenow.com/dev.do#!/reference/next-experience/components?&query=&order_by=nameAsc&limit=120&offset=0&categories[]=uib_component&categories[]=uib_macroponent-component&categories[]=uib_facades) and select Agent Chat from the list of Next Experience Components.

## Agent Chat corresponding parameters

Parameters that are hidden in UI Builder \(UIB\) aren’t configurable in UIB. These parameters are used for specific customer workflow use cases.

<table id="table_usb_qrl_v4b"><thead><tr><th>

Component

</th><th>

Legacy component name

</th><th>

Legacy component parameter name

</th><th>

UIB component parameter name

</th></tr></thead><tbody><tr><td>

Agent Chat

</td><td>

sn-chat

</td><td>

Interaction - Active

</td><td>

-   Interaction Sys ID - Active \(Hidden in UIB\)
-   User isUxf \(Hidden in UIB\)

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