---
title: Start a chat session through Legal Counsel Center Inbox
description: Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/legal-service-delivery/chat-employee-counsel-center.html
release: australia
product: Legal Service Delivery
classification: legal-service-delivery
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 2
breadcrumb: [Legal Virtual Agent Conversations, Legal Service Delivery, Legal and Contract Operations, Employee Service Management]
---

# Start a chat session through Legal Counsel Center Inbox

Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

## Before you begin

Role required: sn\_lg\_ops.legal\_fulfiller

## About this task

The live agent support enables a chat interaction between an employees and legal department users. For more information, see [Live agent support for legal services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-service-delivery/legal-va-live-agent.md).

## Procedure

1.  Navigate to **All** > **Legal Request** > **Legal Counsel Center**.

2.  Click the inbox icon \(\[Omitted image "chat-inbox-icon.png"\] Alt text: Inbox icon\).

3.  Select **Available** from **Status** to make yourself ready to take incoming chat request.

    Employees on a Virtual Agent chat can use the **Contact Live Agent** option to connect.

4.  When a chat comes through the chat queue, select **Accept**.

    A new interaction record is created and appears on the Legal Counsel Center.

5.  From the Active Chat panel, interact with the employee who initiated the chat through the **Public Chat** tab or with another Legal department user for any information related to the current chat queries through the **Private Chat** tab.

    -   To chat, enter a message and click the send icon \(\[Omitted image "send-chat-icon.png"\] Alt text: Send icon.\) or press the Enter key.

        Using response templates, you can insert predefined content in your chat conversations. Select the response template icon \(\[Omitted image "response-template-icon.png"\] Alt text: Response template icon.\) and find an appropriate response template. Copy and paste the template's content into the chat.

        **Note:** Only response templates configured for a chat channel are available to use. For more information see [Response templates configured for chat channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-request-management/create-lsd-response-template.md).

    -   To send an attachment, click the send attachment to chat icon \(\[Omitted image "add-attachment-icon.png"\] Alt text: Send attachment to chat icon.\), select the file to attach, and click **Open**.
    -   To transfer the chat to another queue, click the transfer to queue icon \(\[Omitted image "transfer-queue-icon.png"\] Alt text: Transfer to queue icon.\) and select the queue.
    -   To transfer the chat to another available agent, click the transfer to agent icon \(\[Omitted image "transfer-queue-icon.png"\] Alt text: Transfer to agent icon.\) and select the agent name.

**Parent Topic:**[Legal Virtual Agent Conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-service-delivery/legal-va-conversations.md)