---
sourceDocument: Brazil Customer Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# virtual-agent-support-business-locations

# Virtual Agent support for
business
organizations {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Customer service agents receive chat requests from your
business
organization (formerly
business
location) staff members on the CSM Agent Workspace. These
agents can assist your staff members to resolve issues and manage the cases more efficiently if
your staff members fill out a pre-chat survey first.  
Important:  
Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://www.servicenow.com/docs/7jpNjUKLGsbHQINDlxtAdA "The renamed entities display several Service Model Foundation entities that are renamed, including the previous and current names.").

## Overview of pre-chat survey {#virtual-agent-support-business-locations__section_i5g_dpz_b1c}

Before your staff members can use a pre-chat survey to initiate a chat, your administrator
must activate the pre-chat configuration for the
Business
Organization Support Portal. The preconfigured surveys are activated by
default in the base system. If your
business
organization has upgraded the system
to manually activate the pre-chat configuration, then staff members can fill in the
pre-survey before the chat. To learn more about the pre-chat survey, see [Pre-chat surveys](https://www.servicenow.com/docs/KkmQpbkg79sIQpodwJ8shQ "Use pre-chat surveys to capture preliminary information from a customer. From the responses received, Advanced Work Assignment (AWA) routes chat conversations to appropriate queues and groups. Before entering into a chat conversation, the assigned agent can review the context of the issue.").

You must also assign the
service
organization contributor
(sn_customerservice.service_organization_contributor) and location manager
(sn_customerservice.svc_location_manager_core) roles to the staff members using the
pre-survey chat feature.

Let's say that a staff member with the correct role fills out a pre-chat survey on the
Business
Organization Support Portal. The chat is then assigned to a customer
service agent or Virtual Agent via the advanced work assignment (AWA)
routing. To learn more about AWA, see [Exploring Advanced Work Assignment](https://www.servicenow.com/docs/access?context=awa-overview&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).

Before entering into a chat conversation with the staff member, the assigned agent reviews the context of the case so that agents know how to handle the case.

## Pre-chat survey {#virtual-agent-support-business-locations__section_hvl_4pz_b1c}

The pre-chat survey lets staff provide location and support details before a chat. It gives agents context about the case, enabling them to assist more effectively. The pre-chat survey makes the chat more efficient and helpful to
your staff. To learn more about how a chat is initiated from the BLSP, see [Chat with Virtual Agent from the Business Organization Support Portal](https://www.servicenow.com/docs/MWZiVNfUbLdLjXggNl~DKQ "Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal (formerly 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.").

The pre-chat survey isn't displayed for
service
organization contributors who are associated with a single
business organization
. The location is picked by default.

The business
organizations (formerly
business
locations) that are listed in the pre-chat configuration are limited to
the locations that are assigned to the
business
location manager. You can't select a child
business
organization.

To learn more about the configuration of the pre-chat surveys, see [(Legacy) Define pre-chat survey configurations](https://www.servicenow.com/docs/access?context=ac-configure-pre-chat-surveys&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US).
**Related tasks**   

* [Chat with Virtual Agent from the Business Organization Support Portal](https://www.servicenow.com/docs/MWZiVNfUbLdLjXggNl~DKQ "Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal (formerly 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.")