Chat button (End User Chat only)

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)`

Both the Service Manager Service Portal and the ESS portal provide a chat button for the end users to start a chat. Various statuses of the chat button are illustrated in the following screenshots:

Status	Description
	Displays a swirling ellipsis when the system is loading to launch End User Chat.
	Displays the initial status of the chat button. You can click this button to start a chat. See Chat with a Service Desk agent for more information.
	When the End User Chat window is minimized, displays a flashing ellipsis if you are waiting for a Service Desk agent or a virtual agent (Sage) to join the chat.
The Service Desk agent's photo / the virtual agent's photo	When the End User Chat window is minimized, displays the photo of the Service Desk agent or the virtual agent who has accepted the chat request.

Status

Description

Displays a swirling ellipsis when the system is loading to launch End User Chat.

Displays the initial status of the chat button. You can click this button to start a chat. See Chat with a Service Desk agent for more information.

When the End User Chat window is minimized, displays a flashing ellipsis if you are waiting for a Service Desk agent or a virtual agent (Sage) to join the chat.

The Service Desk agent's photo / the virtual agent's photo

When the End User Chat window is minimized, displays the photo of the Service Desk agent or the virtual agent who has accepted the chat request.

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