Chat with an agent from the Consumer Service Portal

  • Release version: Xanadu
  • Updated August 1, 2024
  • 1 minute to read

    • Chat with a virtual agent or a customer service agent from the Consumer Service Portal to resolve issues quickly.

    Before you begin

    Role required: sn_customerservice.consumer

    Procedure

    1. Click the Chat icon ( Chat icon.) in the Consumer Service Portal to start a conversation.
    2. Fill in the information and click Submit.
      A virtual agent or a customer service agent responds.
    3. Optional: To talk to a person instead of a virtual agent, click Connect Support icon. and then Contact Support.
    4. When you are finished with the chat, click End Conversation.

    What to do next

    If the agent creates a new case or links the discussion to an existing case, you can view these cases from the Consumer Service Portal by clicking Cases and displaying the case list.