The Customer Web Portal has a "chat" facility that enables communication between the customer and service company.

The customer initially provides information about the request in the Add Messages section of the Request. The service company can return a response which can then be viewed by the customer. The customer can then enter additional comments, and so on.

Comments entered by the service company have been highlighted with a red bar in the example below.

When you send a chat message to the service company, the Action indicator on the Request list will be set to Attention Service Manager and an email message will be sent to the service company notifying them that the customer has sent a chat message.

When the service company sends you a chat message, the Action indicator on the Request list will be set to Attention Customer. The service company may also send you an email message advising that they have sent you a chat message.