---
title: Pre-chat from the Consumer Service Portal
description: Start a support chat on the Consumer Service Portal by completing the Pre-chat survey. Survey questions vary depending on whether you are logged in or anonymous.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-pre-chat.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Using the Consumer Service Portal, Customer communication, Use, Customer Service Management]
---

# Pre-chat from the Consumer Service Portal

Start a support chat on the Consumer Service Portal by completing the Pre-chat survey. Survey questions vary depending on whether you are logged in or anonymous.

## Before you begin

Role required: sn\_customerservice.consumer

## Procedure

1.  Click the **Open chat window** icon on the portal page or use Facebook messenger if you are a Facebook user.

2.  Answer the questions that help set the context for an agent to resolve your issue.

    You will be routed to an agent queue.


**Related topics**  


[Pre-chat surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-pre-chat-overview.md)