Live agent support for legal services

concept australia Updated Sep 10, 2026 1 min read legal-va-live-agent.md

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
Configure settings to enable live agent support for legal services.

Parent Topic:Legal Virtual Agent Conversations

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---
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: "2026-09-10"
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)