Chat with Virtual Agent from the Business Location Service Portal

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Provide the information needed about a case and its resolution by completing a pre-survey on the 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)

    Procedure

    1. In the 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 Location Service Portal.
    2. From the list of locations in the pre-chat survey, select the business location 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 Location Service Portal by selecting Cases.