Search for	Example	Results
A single word	`cat`	Topics that contain the word "cat". You will also find its grammatical variations, such as "cats".
A phrase. You can specify that the search results contain a specific phrase.	`"cat food"` (quotation marks)	Topics that contain the literal phrase "cat food" and all its grammatical variations. Without the quotation marks, the query is equivalent to specifying an OR operator, which finds topics with one of the individual words instead of the phrase.

Search for	Operator	Example
Two or more words in the same topic	`AND` `and` `+` (plus symbol) `&` (ampersand)	`cat AND dog` `"cat food"+milk` `"cat food"&"dog food"`
Either word in a topic	`OR` `or` `\|` (pipe)	`cat OR dog` `cat \| dog`
Topics that do not contain a specific word or phrase	`NOT` `not` `!` (exclamation point)	`NOT cat` `! dog`
Topics that contain one string and do not contain another	`^` (caret)	`cat ^ mouse`
A combination of search types	`( )` parentheses	`cat + (dog \| mouse)` `cat \| dog + (! mouse)`

Service Manager9.50

Use > Service Manager Collaboration > End User Chat > End user tasks > Chat with a virtual agent

Chat with a virtual agent

When a Service Manager system administrator has properly configured and enabled virtual agent, you can firstly obtain support from a virtual agent by using End User Chat. However, if the answers from a virtual agent is not satisfactory, you are still able to chat with a live Service Desk agent.

Follow these steps:

Click the chat button to open a chat window.
Fill in all mandatory fields, and then click Start Chat. A virtual agent will join the chat and send you greetings.
Type your questions or issues, the virtual agent performs Smart Search and provides you several Knowledge Management (KM) document links or Service Catalog item links that are relevant to your question. Click the links to view the content in the Service Portal or ESS portal window.

Note You can only view a KM document in the chat window if this KM document has an OO flow linked. In this case, the system may prompt you to fill in some parameters for the OO flow. Click Submit to launch the OO flow and you will get the returned result in the End User Chat window.
Tip You can type #menu to display an option menu. The out-of-box menu displays the following options:
```
Please type the number before an option to continue
1 - List three most frequently asked questions
2 - List three hot news
3 - Update my account information 
```
If the virtual agent addresses your question correctly, type Yes. The virtual agent will inquire of another question. Type Yes to describe another problem, or type No to close the chat.

Otherwise, If you cannot find an appropriate answer, type No and the virtual agent inquires whether to transfer you to a live chat. Type Yes to switch to live support from a Service Desk agent, or type No to close the chat.

Tip At anytime during the chat, you can click Live Chat with Agent on the chat window to switch to live support from a Service Desk agent.

Tip Click Submit a Request in the chat window to submit a support ticket if your chat request is timeout or no live chat assignment group is currently available.

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