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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Virtual Agent support for business locations

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

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Customer service agents receive chat requests from your 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.

## Overview {#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 Location Service Portal. The preconfigured surveys are activated by default in the
base system. If your business location 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/TQmboYg3kWQug3JbceWl8g "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 who will be 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 Location Service Portal (BLSP). 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=zurich&pubname=zurich-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 the agent has a better understanding on how to handle the case.

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

The pre-chat survey helps your staff members to fill in the details of the location and support requirements before a chat so that an agent has context about the case and can better assist your staff members. 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 Location Service Portal](https://www.servicenow.com/docs/myqr4SfogyfyiXa51l0WLw "Get the information that you need about a case and a case resolution by filling out a pre-survey on the Business Location Service Portal. The pre-survey lets the customer service agent or Virtual Agent know your location and some details about your case so that you don't have to spend more time repeating this information.").

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

The 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 location.

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

* [Chat with Virtual Agent from the Business Location Service Portal](https://www.servicenow.com/docs/myqr4SfogyfyiXa51l0WLw "Get the information that you need about a case and a case resolution by filling out a pre-survey on the Business Location Service Portal. The pre-survey lets the customer service agent or Virtual Agent know your location and some details about your case so that you don't have to spend more time repeating this information.")