Chat with Virtual Agent from the Business Organization Support Portal

task australia Updated Sep 10, 2026 1 min read agent-chat-business-location-service-portal.md

Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal (formerly Business Location Service Portal). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.

Before you begin

Role required: Service Organization Contributor (sn_customerservice.service_organization_contributor) or Location Manager (sn_customerservice.svc_location_manager_core)

Important: Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see Service Model Foundation renamed Entities.

Procedure

In the Business Organization Support Portal (formerly Business Location Service Portal), select the Chat icon ([Omitted image "chat-icon.png"] Alt text: chat symbol) to start a conversation.

Note: The agent chat configuration (sp_agent_chat_config) must be active for the Business Organization Support Portal.
From the list of locations in the pre-chat survey, select the business organization that you're directly associated with and select Submit.

A virtual agent or a customer service agent responds to your chat request.
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 Business Organization Support Portal by selecting Cases.

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---
title: Chat with Virtual Agent from the Business Organization Support Portal
description: Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal \(formerly Business Location Service Portal\). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/agent-chat-business-location-service-portal.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Virtual Agent support for business organizations, Create a business organization, Configure Service Model Foundation, Data models, Set up your environment, Configure, Customer Service Management]
---

# Chat with Virtual Agent from the Business Organization Support Portal

Provide the information needed about a case and its resolution by completing a pre-survey on the Business Organization Support Portal \(formerly Business Location Service Portal\). This pre-chat survey lets the customer service agent or Virtual Agent know your location and key case details, so you don’t have to repeat them.

## Before you begin

Role required: Service Organization Contributor \(sn\_customerservice.service\_organization\_contributor\) or Location Manager \(sn\_customerservice.svc\_location\_manager\_core\)

**Important:** Some table and field labels have been changed across recent releases. For a mapping of former labels to current labels, see [Service Model Foundation renamed Entities](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/renamed-entities.md).

## Procedure

1. In the Business Organization Support Portal \(formerly Business Location Service Portal\), select the Chat icon \(\[Omitted image "chat-icon.png"\] Alt text: chat symbol\) to start a conversation.

**Note:** The agent chat configuration \(sp\_agent\_chat\_config\) must be active for the Business Organization Support Portal.

2. From the list of locations in the pre-chat survey, select the business organization that you're directly associated with and select **Submit**.

A virtual agent or a customer service agent responds to your chat request.

3. 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 Business Organization Support Portal by selecting **Cases**.

**Related topics**

[Virtual Agent support for business organizations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/virtual-agent-support-business-locations.md)