---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Chat with Virtual Agent from the Business Organization Support Portal

# Chat with Virtual Agent from the Business Organization Support Portal {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal
(formerly Business Location Service Portal). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don't have to repeat them.

## Before you begin

Role required: Service Organization Contributor (sn_customerservice.service_organization_contributor) or Location Manager
(sn_customerservice.svc_location_manager_core)  
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/GOd50bOlCGACQLLY5iN1tA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").

## Procedure

1. In the Business Organization Support Portal (formerly Business Location Service Portal), select the Chat icon (![chat symbol]()) to start a conversation.  
   Note:  
   The agent chat configuration (sp_agent_chat_config) must be active for the Business Organization Support Portal.
2. From the list of locations in the pre-chat survey, select the business organization that you're directly associated with and select Submit.  
   A virtual agent or a customer service agent responds to your chat request.
3. 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 Business Organization
Support Portal by selecting Cases.
**Related concepts**   

* [Virtual Agent support for business organizations](https://www.servicenow.com/docs/KoVU4cfFOVEMI5jUuRpsSA "Customer service agents receive chat requests from your business organization (formerly business location) staff members on the CSM Agent Workspace. These agents can assist your staff members to resolve issues and manage the cases more efficiently if your staff members fill out a pre-chat survey first.")