---
sourceDocument: Australia Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/pt-BR/customer-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Create a consumer case from an anonymous chat

# Create a consumer case from an anonymous chat {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

If an anonymous chat results in the need to create a consumer case, create the case
directly from the conversation.

## Antes de Iniciar

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or
admin

## Por Que e Quando Desempenhar Esta Tarefa

When you create a case from a support conversation, the system copies the
conversation history to the case activity stream as comments and work notes. Future
messages are tracked in the case as well.

## Procedimento

1. Respond to an anonymous chat request.
2. Chat with the user to determine the issue.
3. At the bottom of the conversation, click the menu icon to open the Connect actions menu.
4. In the Connect actions menu, select Create Case for Guest.  
   The system opens a new Case form and fills in some of the fields based on the conversation details. For a case created from a guest user chat, the Short description field displays the initial chat request from the user.
5. Complete the form as necessary and click Submit.  
   The system automatically shares the record in the conversation, copies the conversation to the record activity stream, and references the record on the Chat Queue Entry \[chat_queue_entry\] table.