From Bright Pattern Documentation
About Chat Center
Agent Desktop's Chat Center is a useful tool you can use to communicate with individual agents and your team.
At any time during your working session, you can send a chat message to any member of your team as well as to a member of another team. For specific Personal Chat information, see the Agent Guide, section How to use Personal Chat.
The Group Chat feature allows agents, supervisors, and other users to chat within your contact center. Many features of Group Chat are similar to Internal Chat and Service Chat; however, Group Chat is not for chatting with individual users or customers.
For specific Group Chat information, please refer to How to Use Group Chat.