---
title: Chatting with Self Service Mobile portal Users
slug: neurons-for-itsm/on-premises-help/enu/2025/chatting-with-self-service-mobile-portal-users
docTags: 
createdAt: 2026-07-29T16:36:07.018Z
---

If your administrator has assigned you as the chat analyst, you can pick up support chat requests to answer the Self Service Mobile portal users' queries or solve their issues without them having to raise an Incident.

In case the chat icon is not available for your user role, then you are not assigned the chat analyst role. For further assistance, reach out to your organization's administrator.

The number of chat requests you will be assigned at a time is setup by your administrator. A minimum of 1 and maximum of 20 chat requests can be assigned to you at a time. However, only when you accept the chat request the session starts.

::::ExpandableHeading
## To chat with the Self Service Mobile portal user

1. Log in to Neurons for ITSM.
2. Click the chat icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/8nZKlELWxlpJaFsFqQ1Jg_chatgrayicon.png" alt caption size="10" width="16" height="16"} > **Turn On**.
3. Confirm by clicking **Turn On** in the prompt message.

:::Paragraph{indent="1"}
The chat icon turns green :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/r1ez15h4hSoVpprrPr61c_chatgreenicon.png" alt caption size="10" width="16" height="16"} indicating you are **Online** and available to take up chat requests.
:::

:::hint{type="info" indent="1"}
Unless your chat status is **Online**, you will not be assigned to any chat request.
:::

4. The chat icon turns red indicating you have a chat request assigned to you. Click the chat icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/jSpfP3LuF4zPjCIIU3T1y_chatredicon15x15.png" alt caption size="10" width="15" height="15"}.

:::Paragraph{indent="1"}
The name and department of the user requesting the chat is displayed.
:::

5. Click **Start Chat** to accept and start chatting.
6. Respond by typing a message in the text box and click the **Send** icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/sOVMuntVOIcD9OqgdgWiS_chatsendicon.png" alt caption size="10" width="16" height="16"}.

:::hint{type="info" indent="1"}
If the chat icon turns red again, it indicates a new chat request. You can accept and chat with multiple users at a time. The number of chats you can be assigned on at a time is configured by your administrator.
:::

7. Click the **Create an Incident Now** link in the chat window to create an Incident if you are unable to resolve the issue.
8. The username and other fields are auto-filled. Modify as need be and click **Ok**.

:::Paragraph{indent="1"}
An Incident will be created, and the Incident ID will be displayed on the chat window.
:::

9. Click the **Incident ID** link from your chat window to open the Incident.
::::

::::ExpandableHeading
## To skip a chat that is patched to you

- Do not click on the chat icon :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/jSpfP3LuF4zPjCIIU3T1y_chatredicon15x15.png" alt caption size="10" width="15" height="15"} if do not want to accept a chat for some reason.

:::Paragraph{indent="1"}
The chat will be assigned to someone else while your status will still be **Online**.
:::

:::hint{type="info" indent="1"}
However, if you do not accept chat requests subsequently for the number of times set as a limit by your administrator, your status will automatically turn **Offline**. Reach out to your administrator, to know the limit.
:::
::::

**Additional actions you can perform from the chat window**

- Drop-down arrow - displays the following options:
  - :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/lXsyCrMWGDec0rFXXLP2Z_chat-view-history-icon.png" alt caption size="10" width="16" height="13"} **Chat History** - displays the chat history from sessions that has Incident created. How many previous sessions' history should be stored is configured by your administrator.
  - :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/yLAgpqG6_cnHJL6KsjUQF_chat-full-screen-icon.png" alt caption size="10" width="16" height="16"} **Full screen** - displays the chat window in full screen.
  - :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/5rvrkYzC4d8hzDrTluw2X_chat-increase-font-icon.png" alt caption size="10" width="16" height="12"} **Increase text Size** - increases the font size.
  - :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/tPE2ynRak-ZkDpwbdz3ri_chat-view-profile-icon.png" alt caption size="10" width="16" height="16"} **View Profile** - displays the profile of the current user in the chat.
- :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/hCPbTpeWY4CfB9WfSQTah_chat-copy-icon.png" alt caption size="10" width="16" height="16"} **Copy** - copies the chat text.
- :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/6lI8ilvozBgDOZ0-pvS73_chat-minimize-icon.png" alt caption size="10" width="16" height="16"} **Minimize** - minimized the chat window.
- :inlineImage[]{src="https://api.archbee.com/api/optimize/parib0MC3hVoUNdfQdnac/j4fDIy15a_hnk8Fp91ZiN_chat-close-icon.png" alt caption size="10" width="16" height="16"} **Close** - closes the chat window.

:::hint{type="info"}
* If an Incident was created in the previous chat session, the Incident ID will be displayed in the current chat window.
* You cannot close an active chat window unless the Self Service Mobile portal user closes it.
:::