Configure pre-chat after upgrading

task brazil Updated Sep 10, 2026 1 min read csm-configure-pre-chat-upgrade.md

If you have upgraded, some settings need to be configured to use pre-chat effectively.

Before you begin

Role required: admin

About this task

For information about using pre-chat surveys to capture preliminary information from a customer, see Pre-chat surveys. If you have upgraded, you must manually adjust some settings to use Pre-chat most effectively.

Procedure

Make the predefined pre-chat surveys active.
1. Navigate to Conversational Interfaces > Pre-Chat Survey.
2. Select the CSP Pre-Chat Survey, which collects preliminary information for logged-in customers.
3. In the form, select Active.
4. Click Submit.
5. Repeat this process for the CSP Anonymous Pre-Chat Survey, which collects preliminary information for users who are not logged in.
Disable the legacy form-based chat widget from appearing in the portal header.
1. Type sys_properties_list.do from your instance.
2. Search for the csp.legacy_chat property.
3. Set the property value to true.
4. Click Update.
The Chat option from the portal header is disabled.
Include the chat widget to appear on the Consumer Service Portal page.
1. Navigate to Service Portal > Agent Chat.
2. Click CSP Chat.
3. Select Active.
4. Click Submit.
The Open chat window icon that customers can use to initiate the pre-chat survey and connect with an agent will appear in the portal header.

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---
title: Configure pre-chat after upgrading
description: If you have upgraded, some settings need to be configured to use pre-chat effectively.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/customer-service-management/csm-configure-pre-chat-upgrade.html
release: brazil
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configure chat, Configure omnichannel, Configure, Customer Service Management]
---

# Configure pre-chat after upgrading

If you have upgraded, some settings need to be configured to use pre-chat effectively.

## Before you begin

Role required: admin

## About this task

For information about using pre-chat surveys to capture preliminary information from a customer, see [Pre-chat surveys](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/customer-service-management/csm-pre-chat-overview.md). If you have upgraded, you must manually adjust some settings to use Pre-chat most effectively.

## Procedure

1. Make the predefined pre-chat surveys active.

1. Navigate to **Conversational Interfaces** &gt; **Pre-Chat Survey**.

2. Select the CSP Pre-Chat Survey, which collects preliminary information for logged-in customers.

3. In the form, select **Active**.

4. Click **Submit**.

5. Repeat this process for the CSP Anonymous Pre-Chat Survey, which collects preliminary information for users who are not logged in.

2. Disable the legacy form-based chat widget from appearing in the portal header.

1. Type **sys\_properties\_list.do** from your instance.

2. Search for the **csp.legacy\_chat** property.

3. Set the property value to **true**.

4. Click **Update**.

The **Chat** option from the portal header is disabled.

3. Include the chat widget to appear on the Consumer Service Portal page.

1. Navigate to **Service Portal** &gt; **Agent Chat**.

2. Click **CSP Chat**.

3. Select **Active**.

4. Click **Submit**.

The Open chat window icon that customers can use to initiate the pre-chat survey and connect with an agent will appear in the portal header.