Chat with an agent from the Customer Service Portal

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

    • Chat with a virtual agent or a customer service agent from the Customer Service Portal to resolve issues quickly.

    Before you begin

    Role required: sn_customerservice.customer, sn_customerservice.customer_admin, sn_customerservice.partner, sn_customerservice.partner_admin

    Procedure

    1. Select the Chat icon ( Chat icon.) in the Customer Service Portal to start a conversation.
      A virtual agent or a customer service agent responds.
    2. Optional: To talk to a person instead of a virtual agent, select Contact Support icon. and then Contact Support.
    3. When you’re finished with the chat, select End Conversation.

    What to do next

    If the agent creates a new case or links the discussion to an existing case, you can view these cases from the customer portal by selecting My Cases and displaying the case list.