---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/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 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 a virtual agent or a customer service agent from the Consumer Portal.

## Before you begin

Role required: sn_customerservice.consumer

## Procedure

1. Navigate to the Consumer Portal.
2. Select the Chat icon ( ![Chat icon.]()) in the Consumer Portal to start a conversation.
3. Enter your query to continue the conversation.  
   Note:  
   Pre chat survey is turned off by default.
4. **Optional:** To talk to a person instead of a virtual agent, select ![Connect Support icon.]() and then Contact Support.
5. Select End Conversation after you're finished with the chat.

## 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 Portal by selecting RequestsView Submitted RequestsView cases and tasks.
**Related tasks**   

* [Chat anonymously with an agent from the Consumer Portal](https://www.servicenow.com/docs/ZV9vyqjWMyu602~YVi8Zaw "Start a chat session with an agent from the Consumer Portal without logging in to your account.")
* [Get product help from the Consumer Portal](https://www.servicenow.com/docs/ewmtza6RBo8HmTQIOo74Jg "Submit a case from the Consumer Portal to get help with a product question or issue.")

*[\>]: and then