Chat with an agent from the Customer Service Portal

---
title: Chat with an agent from the Customer Service Portal
description: Chat with a virtual agent or a customer service agent from the Customer Service Portal to resolve issues quickly.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/customer-service-management/t\_StartAChatWithAnAgent.html
release: australia
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Customer Service Portal, Customer communication, Use, Customer Service Management]
---

# Chat with an agent from the Customer Service Portal

Chat with a virtual agent or a customer service agent from the Customer Service Portal to resolve issues quickly.

## Before you begin

Role required: sn\_customerservice.customer, sn\_customerservice.customer\_admin, sn\_customerservice.partner, sn\_customerservice.partner\_admin

## Procedure

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

    A virtual agent or a customer service agent responds.

2.  To talk to a person instead of a virtual agent, select \[Omitted image "contact-support-icon.png"\] Alt text: Contact Support icon. and then **Contact Support**.

3.  When you’re finished with the chat, select **End Conversation**.


## What to do next

If the agent creates a new case or links the discussion to an existing case, you can view these cases from the customer portal by selecting **My Cases** and displaying the case list.

**Related topics**  


[Get help using virtual agent conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/csm-virtual-agent-conversation.md)

[Create a product case from the Customer Service Portal](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/customer-service-management/t_CreateACaseFromCustPortal.md)