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.
Note
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:
This section contains the following topics: