---
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


---

# Configure pre-chat after upgrading

# Configure pre-chat after upgrading {#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 you have upgraded, some settings need to be configured to use pre-chat effectively.

## Antes de Iniciar

Role required: admin

## Por Que e Quando Desempenhar Esta Tarefa

For information about using pre-chat surveys to capture preliminary information from a customer, see [Pre-chat surveys](https://servicenow-prod.fluidtopics.net/d~NZcJvam9KhW8QAAK7bzg "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."). If you have upgraded, you must manually adjust some settings to use Pre-chat most effectively.

## Procedimento

1. Make the predefined pre-chat surveys active.
   1. Navigate to Conversational InterfacesPre-Chat Survey.
   2. Select the CSP Pre-Chat Survey, which collects preliminary information for logged-in customers.
   3. In the form, select Active.
   4. Click Submit.
   5. Repeat this process for the CSP Anonymous Pre-Chat Survey, which collects preliminary information for users who are not logged in.
   {#csm-configure-pre-chat-upgrade__substeps_td5_kty_ymb}
2. Disable the legacy form-based chat widget from appearing in the portal header.
   1. Type sys_properties_list.do from your instance.
   2. Search for the csp.legacy_chat property.
   3. Set the property value to true.
   4. Click Update.

   {#csm-configure-pre-chat-upgrade__substeps_rz4_t5y_ymb}  
   The Chat option from the portal header is disabled.
3. Include the chat widget to appear on the Consumer Service Portal page.
   1. Navigate to Service PortalAgent Chat.
   2. Click CSP Chat.
   3. Select Active.
   4. Click Submit.

   {#csm-configure-pre-chat-upgrade__substeps_d4w_hyy_ymb}  
   The Open chat window icon that customers can use to initiate the pre-chat survey and connect with an agent will appear in the portal header.