---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/employee-service-management

 Release :

    - australia

ft:locale :

    - de-DE

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}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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.  
Hinweis:  
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.  
Hinweis:  
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.
Abbildung : 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://servicenow-prod.fluidtopics.net/ARNx_jI5yeK0dM4nO2h7tQ)**   
  Configure settings to enable live agent support for legal services.

**Zugehörige Tasks**   

* [Start a chat session through Legal Counsel Center Inbox](https://servicenow-prod.fluidtopics.net/58kZ35nKhBYDsRznIQqYtQ "Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.")