---
title: Chat with an agent from the Consumer Service Portal
description: Chat with a virtual agent or a customer service agent from the Consumer Service Portal to resolve issues quickly.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/start-chat-agent-consumer-portal.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]
---

# 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.  Select the Chat icon \( \[Omitted image "chat-icon.png"\] Alt text: Chat icon.\) in the Consumer Service Portal to start a conversation.

2.  Select an option from the pre chat survey.

    A virtual agent or a customer service agent responds.

3.  Enter your query to continue conversation.

4.  To talk to a person instead of a virtual agent, select \[Omitted image "contact-support-icon.png"\] Alt text: Connect Support icon. and then **Contact Support**.

5.  When you’re finished with the chat, select **End Conversation**.


## What to do next

If the agent creates a case or links the discussion to an existing case, you can view these cases from the Consumer Service Portal by selecting **Cases** and displaying the case list.

**Related topics**  


[Pre-chat from the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-pre-chat.md)

[Chat anonymously with an agent from the Consumer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/start-anonymous-chat-with-agent.md)