Chat with Virtual Agent from the Business Location Service Portal

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • 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.

    Before you begin

    Role required: Service Organization Contributor (sn_customerservice.service_organization_contributor) or Location Manager (sn_customerservice.svc_location_manager_core)

    Procedure

    1. In the Business Location Service Portal, select the Chat icon (Chat icon.) to start a conversation.
      Note:
      The agent chat configuration (sp_agent_chat_config) must be active for the Business Location Service Portal.
    2. From the list of locations in the pre-chat survey, select the business location that you're directly associated to and select Submit.
      A virtual agent or a customer service agent responds to your chat request.
    3. When you're finished with the chat, select End Conversation.

    What to do next

    If the agent creates a case or links the discussion to an existing case, you can view these cases from the Business Location Service Portal by selecting Cases.