Start a chat session through Legal Counsel Center Inbox

task brazil Updated Sep 10, 2026 2 min read chat-employee-counsel-center.md

Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

Before you begin

Role required: sn_lg_ops.legal_fulfiller

About this task

The live agent support enables a chat interaction between an employees and legal department users. For more information, see Live agent support for legal services.

Procedure

Navigate to All > Legal Request > Legal Counsel Center.
Click the inbox icon ([Omitted image "chat-inbox-icon.png"] Alt text: Inbox icon).
Select Available from Status to make yourself ready to take incoming chat request.

Employees on a Virtual Agent chat can use the Contact Live Agent option to connect.
When a chat comes through the chat queue, select Accept.

A new interaction record is created and appears on the Legal Counsel Center.
From the Active Chat panel, interact with the employee who initiated the chat through the Public Chat tab or with another Legal department user for any information related to the current chat queries through the Private Chat tab.
- To chat, enter a message and click the send icon ([Omitted image "send-chat-icon.png"] Alt text: Send icon.) or press the Enter key.
  
  Using response templates, you can insert predefined content in your chat conversations. Select the response template icon ([Omitted image "response-template-icon.png"] Alt text: Response template icon.) and find an appropriate response template. Copy and paste the template's content into the chat.
  
  Note: Only response templates configured for a chat channel are available to use. For more information see Response templates configured for chat channel.
- To send an attachment, click the send attachment to chat icon ([Omitted image "add-attachment-icon.png"] Alt text: Send attachment to chat icon.), select the file to attach, and click Open.
- To transfer the chat to another queue, click the transfer to queue icon ([Omitted image "transfer-queue-icon.png"] Alt text: Transfer to queue icon.) and select the queue.
- To transfer the chat to another available agent, click the transfer to agent icon ([Omitted image "transfer-queue-icon.png"] Alt text: Transfer to agent icon.) and select the agent name.

Parent Topic:Legal Virtual Agent Conversations

55 lines · 3.5 KB Wrap lines

---
title: Start a chat session through Legal Counsel Center Inbox
description: Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/legal-service-delivery/chat-employee-counsel-center.html
release: brazil
product: Legal Service Delivery
classification: legal-service-delivery
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Legal Virtual Agent Conversations, Legal Service Delivery, Legal and Contract Operations, Employee Service Management]
---

# Start a chat session through Legal Counsel Center Inbox

Accept an incoming chat request through Legal Counsel Center Inbox to start a chat session with the requester.

## Before you begin

Role required: sn\_lg\_ops.legal\_fulfiller

## About this task

The live agent support enables a chat interaction between an employees and legal department users. For more information, see [Live agent support for legal services](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/legal-service-delivery/legal-va-live-agent.md).

## Procedure

1. Navigate to **All** &gt; **Legal Request** &gt; **Legal Counsel Center**.

2. Click the inbox icon \(\[Omitted image "chat-inbox-icon.png"\] Alt text: Inbox icon\).

3. Select **Available** from **Status** to make yourself ready to take incoming chat request.

Employees on a Virtual Agent chat can use the **Contact Live Agent** option to connect.

4. When a chat comes through the chat queue, select **Accept**.

A new interaction record is created and appears on the Legal Counsel Center.

5. From the Active Chat panel, interact with the employee who initiated the chat through the **Public Chat** tab or with another Legal department user for any information related to the current chat queries through the **Private Chat** tab.

- To chat, enter a message and click the send icon \(\[Omitted image "send-chat-icon.png"\] Alt text: Send icon.\) or press the Enter key.

Using response templates, you can insert predefined content in your chat conversations. Select the response template icon \(\[Omitted image "response-template-icon.png"\] Alt text: Response template icon.\) and find an appropriate response template. Copy and paste the template's content into the chat.

**Note:** Only response templates configured for a chat channel are available to use. For more information see [Response templates configured for chat channel](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/legal-request-management/create-lsd-response-template.md).

- To send an attachment, click the send attachment to chat icon \(\[Omitted image "add-attachment-icon.png"\] Alt text: Send attachment to chat icon.\), select the file to attach, and click **Open**.
- To transfer the chat to another queue, click the transfer to queue icon \(\[Omitted image "transfer-queue-icon.png"\] Alt text: Transfer to queue icon.\) and select the queue.
- To transfer the chat to another available agent, click the transfer to agent icon \(\[Omitted image "transfer-queue-icon.png"\] Alt text: Transfer to agent icon.\) and select the agent name.

**Parent Topic:**[Legal Virtual Agent Conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/legal-service-delivery/legal-va-conversations.md)