Chat interactions are routed to iService agents that have been designated as "chat" agents. Chat agents are designated by a User Type (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 is the only requirement to enable chat for an agent.
Administrators can create an unlimited number of custom user types in the Admin-User Types tab, or modify the rights of existing user types. To convert an existing user type to include chat, such as CSR, open that user type and select the Chat.Answer right as shown below.
The access right required for agent chat