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What is the Chat Engagement Panel in BUI?

Engagement Panel overview

The Engagement Panel (EP) is the area in the Browser UI (BUI) where agents view and manage live chat conversations. It includes actionable icons, timers, and status indicators that change based on the current state of the chat (for example, waiting, active, or wrap-up).

The Engagement Panel includes:

• Transcript section: Displays the full chat conversation between the agent and the end user. If a chatbot is used, the transcript may also include earlier bot-to-customer messages from the same chat flow
• Compose section: Where agents type and send messages during a live chat session, including:  
  • Public messages to the end user  
  • Private/internal messages to other agents (for example, a supervisor coaching during a complex chat) when conferencing is enabled

The Engagement Panel is single service

As of 26B, the Engagement Panel runs as a single unified service, which removes version restrictions and eliminates the need to support or manage multiple concurrent Engagement Panel versions. This simplifies configuration for B2C Service Administrators and makes enabling new chat features faster and easier.

Availability of this update (BUI JUNE I release)

• Non-production sites: May 22, 2026  
• Production sites: June 26, 2026
• Administrators can verify engagement panel details by logging into the Browser UI and opening the About menu

Engagement Panel feature history prior to 26B (by version)

Prior to the 26B BUI JUNE I release, the Engagement Panel was delivered and managed in multiple versioned releases. Administrators would need to account for version-specific behavior and configuration when enabling new chat capabilities. As a result, new chat functionality and configuration options were dependent on which Engagement Panel version was applied to a site or interface. This table is a history of each Engagement Panel version (v14-19) and the features included:

Engagement Panel version 14

 

Feature	Description
Rich Text Menu Is Updated	23C What’s New
Focus on the First New Message	23A What’s New
Timestamp Option	23A What's New Answer ID 12535: Requirements to set-up & configure typing indicators for Chat in the Browser User Interface
Font Selector	23A What's New
Sneak Preview	23A What's New Answer ID 12536: Requirements to set-up & configure typing indicators for Chat in the Browser User Interface
Customer Typing Indicator	23A What's New Answer ID 12536: Requirements to set-up & configure typing indicators for Chat in the Browser User Interface
Visual Separator	23A What's New

 

Engagement Panel version 15

 

Feature	Description
Chat Magnification	Answer ID 12452  Requirements to set-up the Magnification Function for Chat Agents in the Browser User Interface
Queue Color for the Chat Toast	Answer ID 12959   Requirements to configure a Queue Color for the Chat Toast in the Browser User Interface
Transfer options for Chat	Answer ID 12597  Requirements to set-up & configure the Transfer options for Chat in the Browser User Interface

 

 

Engagement Panel version 16

 

Feature	Description
Automatically accepting chats	Answer ID 12742: Automatically accepting the chat toast by queue in Browser UI
Terminate Confirmation Dialog	Answer ID 12618  Requirements to set-up & configure the Terminate Confirmation Dialog for Chat in the Browser User Interface
“Not in Focus” timer	Answer ID 12669  Requirements to configure the “Not in Focus” timer for Chat in the Browser User Interface
Sound Alerts	Answer ID 12741  Sound Alerts for Agents handling Chat in the Browser UI

 

Engagement Panel version 17

 

Feature	Description
Chat in Browser UI: Rich Text Menu Is Updated	Answer ID 12711  Requirements to configure Engagement Panel Display Options for Chat in the Browser User Interface
Agent Suggestions for Chat	Answer ID 12841  Requirements to configure Agent Suggestions for Chat in the Browser User Interface
Language Translation for Chat	Answer ID 12842  Requirements to configure Language Translation for Chat in the Browser User Interface
'Action Buttons' for Chat	Answer ID 12845  Requirements to implement custom 'Action Buttons' for Chat in the Browser User Interface
“Not in Focus” timer reports	Answer ID 12846  “Not in Focus” Time data points for Chat in the Browser User Interface
Transfer Queue Allow List	Answer ID 12853  Requirements to configure the “Transfer Queue Allow List” for Chat in the Browser User Interface
Send a Zoom Link from Within a Live Chat	Answer ID 12929  Requirements to configure Zoom for Chat in the Browser User Interface
Chat Header can be Color Coded for Wrap-up	Answer ID 12711  Requirements to configure Engagement Panel Display Options for Chat in the Browser User Interface

 

Engagement Panel version 18

 

Feature	Description
Queue Color for Chat Toast & Header	Answer ID 12959  Requirements to configure a Queue Color for the Chat Toast & Header in the Browser User Interface
Proofread Agent for Chat	Answer ID 13008  Requirements to configure Proofread Agent for Chat in the Browser User Interface
Suggestion Feedback for Chat	Answer ID 13011   Requirements to configure the Suggestion Feedback feature for Chat in the Browser User Interface

 

Engagement Panel version 19

 

Feature	Description
Chat Toast: Resizing in Browser UI at Runtime	Answer ID 2794 Chat Toast Configuration Options
Desktop Notifications for New Chat Messages	Answer ID 11951 Requirements to Set Up Chat Desktop Notifications (New Chat Session + New Chat Message)
Language Translation for Chat: - Status Indicator - Default Setting & On-Demand Enablement	Answer ID 12842 Requirements to configure Language Translation for Chat in the Browser User Interface
Summarization for Chat	Answer ID 13056 Requirements to configure Summarization for Chat in the Browser User Interface
Chat Panel Viewing Options	Answer ID 13057 Requirements to configure Chat Panel Viewing Options in the Browser User Interface
Chat Toast:  Auto-Sorts "No Value" Fields to the Bottom	Answer ID 2794 Chat Toast Configuration Options
Preferred Chat Translation Language	Answer ID 12842 Requirements to configure Language Translation for Chat in the Browser User Interface