The Chat window is used to send and receive chat messages. Messages that are entered in the Chat window are sent to the destination via the chat server. This means that chat sessions are not only between a controller and an agent, but also between controllers and between agents.

Online chat may refer to any kind of communication over the Internet that offers a real-time transmission of text messages from sender to receiver. Chat messages are generally short in order to enable other participants to respond quickly.

Instant messaging (IM) technology is a type of online chat that offers real-time text transmission over the Internet. A LAN messenger operates in a similar way over a local area network. Short messages are typically transmitted between two parties, when each user chooses to complete a thought and select "send".