Start a chat with an agent from the Consumer Service Portal

Click the Chat link on the Consumer Service Portal to start a chat with a customer service agent.

Before you begin

Role required: sn_customerservice.consumer

About this task

The Consumer Service Portal uses the ServiceNow Connect Support message feature to provide chat capability. The portal provides a link that consumers can click to open a chat window and start a discussion with the customer service agent.


  1. Log in to the Consumer Service Portal.
  2. Click Live Chat in the portal header 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.

    Consumer Service 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 Consumer Service Portal by clicking 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.