Start an anonymous chat with a consumer service agent

Guest users can initiate a chat session with a consumer service agent from the Consumer Service Portal without first logging in.

Before you begin

Role required: none

About this task

Clicking the Live Chat link presents a form that requests basic information, including the user's name, email address, and type of issue. The form also requires the user to complete a Google reCAPTCHA validation. Submitting this form creates a chat request that is routed to the appropriate agent queue.

Procedure

  1. Navigate to the Consumer Service Portal.
  2. Click the Live Chat link in the portal header.
    Clicking this link presents a form that requests some basic user information.
    Anonymous chat record producer
  3. Fill in the First Name, Last Name, and Email fields.
  4. Select an Issue Type.
  5. Click the I'm not a robot check box, complete the reCAPTCHA validation, and click Verify.
    The Consumer Service Portal uses the Google reCAPTCHA service.
  6. Click Submit.

    The chat window opens and displays an initial greeting.

  7. Type your question or comment in the box and click Send.

    The question or comment appears in the upper part of the window. If configured, an auto-generated confirmation also appears. The chat request is routed to the appropriate chat queue based on the issue type selected. Once the agent assigned to the chat queue accepts the request, the chat session is established. The agent sees the information entered by the user after he accepts the chat request.

    Anonymous chat agent view
  8. Continue chatting with the agent until the question or issue has been resolved, the agent creates a case based on the request, or transfers the request to another agent.
  9. If necessary, attach a file to the chat by clicking the attach icon in the lower right corner of the chat window and selecting a file.
  10. When you are finished with the chat, click End Chat.