---
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


---

# Pre-chat surveys

# Pre-chat surveys {#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

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.

## Pre-chat features {#csm-pre-chat-overview__section_mxm_zvy_ymb}

Pre-chat surveys provide the following advantages that help agents efficiently handle chat
conversations:

Preconfigured pre-chat surveys
:   Pre-chat surveys determine the pre-chat questions presented to users. Preconfigured surveys
    are activated by default in the base system, but in order to avoid conflicts with previous
    configurations, customers who have upgraded have to manually activate them.​ These
    preconfigured surveys are:

    * CSP Pre-Chat Survey - Collects preliminary information for logged-in customers.
    * CSP Anonymous Pre-Chat Survey -- Collects preliminary information for users who are not logged in.

    {#csm-pre-chat-overview__ul_qkb_yky_ymb}

    You
    can define a different survey or modify these predefined surveys. For more information, see
    [Create chat surveys](https://www.servicenow.com/docs/access?context=create-chat-surveys&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

Routing chats to the correct queue
:   Advanced Work Assignment (AWA) leverages information captured through pre-chat
    surveys to route a chat to the right queue. For more information, see [Work item queues](https://www.servicenow.com/docs/access?context=awa-queues&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

Identifying topics related to the chat issue
:   When customers enter a response to the standard pre-chat question "Please briefly describe
    your issue," Natural Language Understanding can help determine the appropriate Virtual Agent conversation topic. Relevant topics are automatically displayed to
    end users (requesters) rather than prompting them to choose from a list of conversation
    topics. For more information, see [Define context topic intent
    configurations](https://www.servicenow.com/docs/access?context=ac-configure-context-topic-intent&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).

## Configuring Pre-chat if you have upgraded {#csm-pre-chat-overview__section_lnm_pqy_ymb}

Some settings need to be configured if you have upgraded your ServiceNow®
instance. For more information, see [Configure pre-chat after upgrading](https://servicenow-prod.fluidtopics.net/BedFCmQfuNkxTwfT1PTCww "If you have upgraded, some settings need to be configured to use pre-chat effectively.").

## Plugins {#csm-pre-chat-overview__section_mbg_pzd_hmb}

You must activate the Consumer Service Portal (com.glide.service-portal.consumer-portal) and
Glide Conversation Server (com.glide.cs) plugins. To activate the plugins, see [Activate a plugin](https://www.servicenow.com/docs/access?context=t_ActivateAPlugin&version=australia&pubname=australia-platform-administration&ft:locale=en-US).
**Tarefas relacionadas**   

* [Pre-chat from the Consumer Service Portal](https://servicenow-prod.fluidtopics.net/iTqWZisIN0PA4V4QfWa35Q "As a user on the consumer service portal, you can initiate a conversation with support by answering the Pre-chat survey. The survey questions vary based on the session type such as logged-in or anonymous.")