Start a chat session from the Supplier Collaboration Portal

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

    • As a supplier contact, you can start a chat session from the Supplier Collaboration Portal and interact with supplier fulfillers.

    Before you begin

    Important:
    Check your entitlements to determine whether you have access to Live Agent Support. The chat functionality is available only if Supplier Operations (com.snc.sn_so) and its dependent plugins Supplier Case Management (com.snc.sn_supplier_mgmt) and Document Management (com.snc.platform_document_management) are installed.

    Role required: sn_slm.contact

    About this task

    By starting a chat session, supplier contacts can interact directly with supplier fulfillers and get immediate responses to their queries or issues.

    Procedure

    1. Navigate to the Supplier Collaboration Portal home page by accessing your instance URL and adding a /supplier suffix.
      For example, https://example.com/supplier.
    2. Select the Open chat window icon (Open chat window icon) to start a chat session.
    3. Select Show me everything, and then select Live Agent Support.
      The "Routing you to a live agent…" message is displayed.

      The maximum wait time to connect with a live agent is 2 minutes.

      After a live agent accepts your chat request, the "Agent has joined" message is displayed in the chat window.

    4. To chat with the live agent, enter a message and select the send icon (Send chat icon).
    5. To end the chat session, select the end chat icon (End chat icon).