---
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 survey

# Pre-chat from the Consumer Service Portal {#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

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.

## Antes de Iniciar

Role required: sn_customerservice.consumer

## Procedimento

1. Click the Open chat window icon on the portal page or use Facebook messenger if you are a Facebook user.
2. Answer the questions that help set the context for an agent to resolve your issue.  
   You will be routed to an agent queue.
**Conceitos relacionados**   

* [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.")