Which action is NOT available when configuring chat for Agent Workspace?

• A. Escalate the chat to virtual agent
• B. Create a record, such as an incident or a case
• C. Escalate the chat to another agent
• D. Respond to questions

Answer: (A)

In this setup, the actions available while configuring chat for Agent Workspace are centered on how agents handle a live chat session: handing off to another human agent when needed, creating records (like incidents or cases) from the chat to capture details, and directly responding to the customer’s questions. The reason escalating to a virtual agent isn’t offered here is that the Virtual Agent (the bot) operates as a separate component and flow, not as a direct escalation target within the Agent Workspace configuration. Bots are designed to handle routine inquiries and assist or triage before or after human support, but within the Agent Workspace’s chat configuration you won’t see an option to escalate directly to a virtual agent. If a bot is to be used, it’s typically invoked through its own flow or handoff mechanism rather than as a standard in-chat escalation action.