---
title: Live agent support for legal services
description: Employees can contact a live agent from the Legal department \(a paralegal staff or lawyer\) via the Virtual Agent chat window to seek legal help.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/legal-service-delivery/legal-va-live-agent.html
release: australia
product: Legal Service Delivery
classification: legal-service-delivery
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Legal Virtual Agent Conversations, Legal Service Delivery, Legal and Contract Operations, Employee Service Management]
---

# Live agent support for legal services

Employees can contact a live agent from the Legal department \(a paralegal staff or lawyer\) via the Virtual Agent chat window to seek legal help.

**Note:** To use the Live agent support, you must install the Agent Chat \(com.glide.interaction.awa\) plugin.

## Requester experience

Employees can connect to a live agent at any time during their ongoing virtual chats in the Legal Service Portal by clicking the support options icon \(\[Omitted image "support-options-icon.png"\] Alt text: Support options icon.\) in the Virtual Agent chat window and selecting **Contact Live Agent**.

**Note:** The **Contact Live Agent** option is not available in Virtual Agent chat window on the Employee Service Center to connect with live agents in the Legal department.

\[Omitted image "chat-window-legal-portal.png"\] Alt text: Contact Live Agent option in the Agent Chat window.

If no agent accepts the chat request, the conversation automatically times out for the requesters.

## Fulfiller experience

In the Legal Counsel Center, users in the Legal department with the legal\_fulfiller role can make themselves available when they are ready to take any incoming chat requests.

-   **Interaction records**

    When a live agent accepts an employee's chat request, an Interaction record is automatically created.

-   **Other actions for live agents**

    While on a chat, live agents can do the following actions:

    -   Transfer the chat to another agent.
    -   Transfer the chat to another queue.
    -   Send attachments to the chat.

-   **[Configure live agent support settings for legal services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-service-delivery/set-up-live-agent-support.md)**  
Configure settings to enable live agent support for legal services.

**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)

**Related topics**  


[Start a chat session through Legal Counsel Center Inbox](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/legal-service-delivery/chat-employee-counsel-center.md)