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Using the Consumer Service Portal › Customer communication › Use › Customer Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Chat with an agent from the Consumer Service Portal

Chat with a virtual agent or a customer service agent from the Consumer Service Portal to resolve issues quickly.

Before you begin

Role required: sn_customerservice.consumer

Procedure

  1. Select the Chat icon (
Image omitted: chat-icon.png
Chat icon.\) in the Consumer Service Portal to start a conversation.

  1. Select an option from the pre chat survey.

    A virtual agent or a customer service agent responds.

  2. Enter your query to continue conversation.

  3. To talk to a person instead of a virtual agent, select

Image omitted: contact-support-icon.png
Connect Support icon. and then **Contact Support**.
  1. When you’re finished with the chat, select End Conversation.

What to do next

If the agent creates a case or links the discussion to an existing case, you can view these cases from the Consumer Service Portal by selecting Cases and displaying the case list.

Related topics

Pre-chat from the Consumer Service Portal

Chat anonymously with an agent from the Consumer Service Portal