Chat in Browser UI: Proofread Agent for Live Chat Sessions

To enhance the Chat Agent Experience, we've introduced the Proofread Agent, allowing agents to have their chat messages reviewed by an AI service before sending them to customers during live chat sessions. Previously, agents relied on browser-based spell checking, but no dedicated proofreading capabilities existed within the chat panel itself. With this update, agents now have seamless access to a built-in Proofread Agent directly within the chat panel, ensuring greater accuracy and professionalism in customer interactions.

25C Proofread Agent for Live Chat Sessions

Business Value:

This enhancement leverages AI services to optimize communication, helping agents deliver the best possible chat experience for customers

Steps to Enable

More information about configuring this feature can be found at cx.rightnow.com by searching for "Requirements to configure Proofread Agent for Chat in the Browser User Interface" or Answer ID 13008.

System Requirements:

• An AI Service to provide the proofreading functionality
• Engagement Panel v18+ is required for this feature. Please contact Jessica Bradley <[e-mail]> to have your site updated
• External Objects is enabled for your site
• This feature does not require a CX upgrade
• This feature does not require a feature flag
• This feature is available in the BUI JUNE II release, available on non-production sites June 06, 2025 and on production sites June 20, 2025

Tips And Considerations

More information about configuring this feature can be found at cx.rightnow.com, please search for "Requirements to configure Proofread Agent for Chat in the Browser User Interface"

Access Requirements

• Chat Administrator
• Chat Agent