---
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


---

# Respond to an anonymous chat request

# Respond to an anonymous chat request {#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

Select a chat request from the chat queue and respond to a guest user's question or
comment.

## Antes de Iniciar

Role required: sn_customerservice.consumer_agent, sn_customerservice_manager, or
admin

## Procedimento

1. Navigate to AllCollaborateConnect Chat.  
   The Connect workspace opens in a new tab.
2. Click the support tab of the Connect sidebar, indicated by a headset icon.  
   The support tab displays Queues to which you belong. It also displays your open support conversations under Cases. When a consumer starts a support conversation or an agent transfers a conversation to a queue, any agent who belongs to the associated queue has the option to accept the conversation. An agent can also request to transfer a conversation directly to you.
3. Accept a conversation in one of the following ways.
   * Accept a conversation from a queue
   * Accept a transfer request
   {#respond-anonymous-chat-request__choices_frb_lsb_1w}
4. Respond to the guest user and help resolve the issue.  
   By default, your messages are added to the conversation record as comments and are visible to the user.

## O que Fazer Depois

If necessary, you can create a consumer record for a guest user and create a consumer
service case from the conversation to track the issue. You can also transfer the
conversation to a different agent or queue, or escalate the conversation to a higher
priority queue. For more information, see [Connect Support](https://www.servicenow.com/docs/access?context=c_ConnectSupport&version=australia&pubname=australia-servicenow-platform&ft:locale=en-US).