---
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 an agent

# Chat with an agent 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  
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 ( ![Chat icon.]()) in the Consumer Service Portal to start a conversation.
2. Select an option from the pre chat survey.  
   A virtual agent or a customer service agent responds.
3. Enter your query to continue conversation.
4. **Optional:** To talk to a person instead of a virtual agent, select ![Connect Support icon.]() and then Contact Support.
5. 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 tasks**   

* [Pre-chat from the Consumer Service Portal](https://www.servicenow.com/docs/o9V15y0P9DHcclc0Ka1McQ "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.")
* [Chat anonymously with an agent from the Consumer Service Portal](https://www.servicenow.com/docs/rS0WvJtxiS7mgrfOmp5Oig "Users that are not logged in can chat anonymously with an agent from the Consumer Service Portal to resolve issues more quickly.")