---
sourceDocument: Xanadu Customer Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/xanadu/customer-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Customer Service Management

ft:clusterId :

    - csm

bundleId :

    - csm

workflow :

    - Customer and Industry


---

# Chat with an agent from the Customer Service Portal

# Chat with an agent from the Customer Service Portal {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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

## Before you begin

Role required: sn_customerservice.customer, sn_customerservice.customer_admin,
sn_customerservice.partner, sn_customerservice.partner_admin

## Procedure

1. Click the Chat icon ( ![Chat icon.]()) in the Customer Service Portal to start a conversation.  
   A virtual agent or a customer service agent responds.
2. **Optional:** To talk to a person instead of a virtual agent, click ![Contact Support icon.]() and then Contact Support.
3. 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 customer portal by clicking on My Cases and displaying the case list.