From Bright Pattern Documentation
< 5.19:Agent-guide | Tutorials | Chat
Service Chat Tutorials
If chat is enabled for your contact center, you will be chatting with either other contact center users via the Chat Center, or with customers routed to you via service chats.
The Chat Center allows you to send and receive messages to individual users or to groups in your contact center. We call these types of chat interactions personal chats. The chat interactions that you have with customers are called service chats.