Working as a chat agent in the Chat Support Services is not an easy feat. It is a major responsibility. Taking care of visitors and customers at the same time takes a good amount of knowledge.

A vendor has multiple clients that are required to be taken care of. No one should feel that they are being given less time or that their customers and leads are being compromised. 

What is generally assumed is that one agent is being assigned one website. This also works well as it allows the agent to concentrate on one topic and learn everything. 

But there are scenarios where vendors have multiple clients and only a set amount of trained agents. Here the categories are created. 

Shared agents are the ones that are supposed to learn about multiple clients and tackle them according to the assigned period.

Whereas, there are agents that specifically work only for one client. They are solely available only them. These are called dedicated chat agents. 

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