Chat with an agent from the Consumer Service Portal

  • Release version: Yokohama
  • Updated July 31, 2025
  • 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. Select the Chat icon ( Chat icon.) in the Consumer Service Portal to start a conversation.
    2. Select an option from the pre chat survey.
      A virtual agent or a customer service agent responds.
    3. Enter your query to continue conversation.
    4. Optional: To talk to a person instead of a virtual agent, select Connect Support icon. and then Contact Support.
    5. When you’re finished with the chat, select End Conversation.

    What to do next

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