Self-service users typically start by asking questions or chatting with the virtual agent. When you open the Self Service Portal, the virtual agent greets you and asks if she can help.


If the Chat Application Status has been set to Agent Only by the system administrator, the virtual agent does not appear and all questions are submitted directly to a live agent.

The virtual agent uses several expressions to help convey meaning. When chatting with the virtual agent, you might see the following expressions:

  • Nod: The virtual agent nods in agreement when performing actions, such as replying with answers.
  • Smile: The virtual agent smiles during normal conversation.
  • Wait: The virtual agent blinks and waits while you type your question.
  • Pout: The virtual agent appears disappointed when you request a live agent rather than chatting with the virtual agent.

This section contains the following topics:

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