---
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


---

# Anonymous Agent Chat

# Chat anonymously with an agent from the Consumer 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 chat session with an agent from the Consumer Portal without logging in to your account.

## Before you begin

Role required: none

## About this task

Anonymous chat lets users get support without creating or logging in to an account. The chat connects you to a virtual agent first. If the virtual agent cannot resolve your issue, you can request to speak with a customer service agent.{#start-anonymous-chat-with-agent-consumer-portal__start-anonymous-chat-with-agent-consumer-portal-context-1}

## Procedure

1. Navigate to the Consumer Portal.
2. Select the Chat icon ( ![Chat icon.]()) in the Consumer Portal to start a conversation.
3. Fill in the information and select the send icon (![send icon]()).  
   A virtual agent or a customer service agent responds.
4. **Optional:** Select ![Connect Support icon.]() and then Contact Support to talk to a person instead of a virtual agent.
5. Select End Conversation to close the chat.
**Related concepts**   

* [Guest users experience on Consumer Portal](https://www.servicenow.com/docs/rj1r7Qs40yiCKzZfnLGqmA "Guest users can access the Consumer Portal home page and view public elements, including the header, menu, footer, and banner widgets, without logging in.")  
**Related tasks**   

* [Chat with an agent from the Consumer Portal](https://www.servicenow.com/docs/lm_eUFjVWBCDK65w7OnKMw "Start a chat session with a virtual agent or a customer service agent from the Consumer Portal.")