---
title: Chat with an agent from the Consumer Portal
description: Start a chat session with a virtual agent or a customer service agent from the Consumer Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/start-chat-agent-on-consumer-portal.html
release: australia
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Use Consumer Portal, Customer communication, Use, Customer Service Management]
---

# Chat with an agent from the Consumer Portal

Start a chat session with a virtual agent or a customer service agent from the Consumer Portal.

## Before you begin

Role required: sn\_customerservice.consumer

## Procedure

1.  Navigate to the Consumer Portal.

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

3.  Enter your query to continue the conversation.

    **Note:** Pre chat survey is turned off by default.

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.  Select **End Conversation** after you’re finished with the chat.


## 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 Portal by selecting **Requests** > **View Submitted Requests** > **View cases and tasks**.

**Related topics**  


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

[Get product help from the Consumer Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/create-case-on-consumer-portal.md)