Chat in Browser UI: Anchor the Suggestions Panel Outside the Chat

The Chat Agent Suggestions feature has been enhanced, allowing agents to anchor the suggestions panel outside the chat window. This update benefits agents who prefer to undock the panel, ensuring it remains fixed in one location across all new chat sessions.

25C Chat Agent Suggestions Panel can be Anchored

Business Value:

Enhances the usability of chat within the Browser UI

Steps to Enable

• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley <[e-mail]> to have your test site updated
• The Chat Agent Suggestions feature must be enabled for the interface
• And, the agent's profile must be included in the feature configuration
• This feature does not require a CX update
• This feature does not require an Engagement Panel upgrade
• This enhancement is available in the BUI JUNE II release, available on non-production sites on June 06, 2025 and production sites on June 20, 2025

Tips And Considerations

• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley <[e-mail]> to have your test site updated
• More information about this update and the Chat Agent Suggestions feature can be found in Answer ID 12841: Requirements to configure Agent Suggestions for Chat in the Browser User Interface

Access Requirements

• Chat Agent