---
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


---

# Pre-chat survey

# Pre-chat from the Consumer Service Portal {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Start a support chat on the Consumer Service Portal by completing the Pre-chat survey. Survey questions vary depending on whether you are logged in or anonymous.

## Before you begin

Role required: sn_customerservice.consumer

## Procedure

1. Click the Open chat window icon on the portal page or use Facebook messenger if you are a Facebook user.
2. Answer the questions that help set the context for an agent to resolve your issue.  
   You will be routed to an agent queue.
**Related concepts**   

* [Pre-chat surveys](https://www.servicenow.com/docs/BQLqaQ_FP60qip0I1hzLdg "Use pre-chat surveys to capture preliminary information from a customer. From the responses received, Advanced Work Assignment (AWA) routes chat conversations to appropriate queues and groups. Before entering into a chat conversation, the assigned agent can review the context of the issue.")