Start a chat with a customer service agent

Chat with a customer service agent from the customer service portal.

Before you begin

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

Procedure

  1. Navigate to the customer service portal.
  2. Click the chat icon ( ) on the right side of the portal to open the chat window.

    The chat window opens and displays an initial greeting. If an agent is not currently available, you receive an appropriate message.

    Customer portal chat window
  3. Type your question or comment in the box and press the Enter key.

    The question or comment appears in the upper part of the window. If configured, an auto-generated confirmation also appears. This is followed shortly by an agent response.

  4. Continue chatting with the agent until the question or issue has been resolved, the agent opens a case or links the discussion to an existing case, or escalates the case to a higher priority.

    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.

  5. If necessary, you can attach a file to the chat by clicking the attach icon in the lower right corner of the chat window and selecting a file.
  6. When you are finished with the chat, click End Chat.