Chat with an agent from the Consumer Portal

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

    • Start a chat session with a virtual agent or a customer service agent from the Consumer Portal.

    Before you begin

    Role required: sn_customerservice.consumer

    Procedure

    1. Navigate to the Consumer Portal.
    2. Select the Chat icon ( Chat icon.) in the Consumer Portal to start a conversation.
    3. Enter your query to continue the conversation.
      Note:
      Pre chat survey is turned off by default.
    4. Optional: To talk to a person instead of a virtual agent, select Connect Support icon. and then Contact Support.
    5. Select End Conversation after you’re finished with the chat.

    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 Consumer Portal by selecting Requests > View Submitted Requests > View cases and tasks.