Pre-chat from the Consumer Service Portal

---
title: Pre-chat from the Consumer Service Portal
description: As a user on the consumer service portal, you can initiate a conversation with support by answering the Pre-chat survey. The survey questions vary based on the session type such as logged-in or anonymous.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/csm-pre-chat.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Consumer Service Portal, Customer communication, Use, Customer Service Management]
---

# Pre-chat from the Consumer Service Portal

As a user on the consumer service portal, you can initiate a conversation with support by answering the Pre-chat survey. The survey questions vary based on the session type such as logged-in or anonymous.

## Before you begin

Role required: sn\_customerservice.consumer

## Procedure

1.  Select the chat icon \( \[Omitted image "chat-icon.png"\] Alt text: Chat icon.\) on the portal page or use Facebook messenger if you are a Facebook user.

2.  Answer the questions that help set the context for an agent to resolve your issue.

    You will be routed to an agent queue.


**Related topics**  


[Pre-chat surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-pre-chat-overview.md)