---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Live agent support for legal services

# Live agent support for legal services {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

Employees can contact a live agent from the Legal department (a paralegal staff or
lawyer) via the Virtual Agent chat window to seek legal help.  
Nota:  
To use the Live agent support, you must install the Agent Chat (com.glide.interaction.awa) plugin.

## Requester experience {#legal-va-live-agent__section_l4x_ymp_5pb}

Employees can connect to a live agent at any time during their ongoing virtual chats in the Legal Service Portal by clicking the support options icon (![Support options icon.]()) in the Virtual Agent chat window and selecting Contact Live Agent.  
Nota:  
The Contact Live Agent option is not available in Virtual Agent chat window on the Employee Service Center to connect with live agents in the Legal department.
Figura 1. Agent Chat window in the Legal Service Portal

If no agent accepts the chat request, the conversation automatically times out for the
requesters.

## Fulfiller experience {#legal-va-live-agent__section_i13_cnp_5pb}

In the Legal Counsel Center, users in the Legal department with the
legal_fulfiller role can make themselves available when they are ready to take any incoming chat
requests.

Interaction records
:   When a live agent accepts an employee's chat request, an Interaction record is
    automatically created.

Other actions for live agents

:   While on a chat, live agents can do the following actions:

    * Transfer the chat to another agent.
    * Transfer the chat to another queue.
    * Send attachments to the chat.
    {#legal-va-live-agent__ul_fdy_qdd_wpb}
* **[Configure live agent support settings for legal services](https://www.servicenow.com/docs/goba1T_aiyO~pE5mdd2luw)**   
  Configure settings to enable live agent support for legal services.

**Tarefas relacionadas**   

* [Start a chat session through Legal Counsel Center Inbox](https://www.servicenow.com/docs/r6rwADksZn_gXWYHJVanyQ "Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.")