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Chat with an agent from the Consumer Service Portal

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Chat with an agent from the Consumer Service Portal

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. Click the chat icon ( Chat icon) in the Consumer Service Portal to start a conversation.
    A form opens that requests the type of issue and a brief description of the issue.
  2. Fill in the information and click Submit.
    A virtual agent or a customer service agent responds.
  3. To talk to a person instead of a virtual agent, click Connect Support icon and then Contact Support.
  4. 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 Consumer Service Portal by clicking Cases and displaying the case list.
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