Pre-chat from the Consumer Service Portal

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

    • As a user on the consumer service portal, you can initiate a conversation with support by answering the Pre-chat survey. The survey questions vary based on the session type such as 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.