How long does it take for an agent using the Zendesk Agent Workspace to answer a chat?

Question

How are customers able to chat with agents who are using the Zendesk Agent Workspace?

Answer

When using the Zendesk Agent Workspace, chats are offered to agents immediately, but an agent must accept it. The manual step of clicking Accept in the Support top right corner can cause a slight delay in the initial response, however, it should still be near real time.

Once the end user completes all required fields, in addition to the above, they are able to chat in instantaneously.