# Set up channels for receiving requests

> [HTML Version](set-channels-for-receiving-requests.html)

To receive requests, you can set up different channels for receiving customer requests:

- [Live chat](#line-settings).

- External portal. 

## Set up a live chat

If [Live Chats](chat_lines.md) are used for customer support in your company, you can set up automatic request generation. Then, when a new request comes in, a new item will be created in the **ServiceDesk **workspace without the operator’s involvement.

To do this, the[ system administrator](360006871932.md#administrators) needs to configure the live chat as follows:

1. [Create a new live chat](create_line.md) or open the settings of an existing one.

2. Go to the [Settings](create_line.md#settings-tab) tab.

3. In the **To bind account** field, specify **CRM >** **Contacts >** **Accounts**.

4. In the **To register messages** field, set **ServiceDesk >** **Requests >** **Applicant (external)**.

**(servicedesk-first-setting-4.png)**

5. Open the [Business Processes](create_line.md#business-processes-tab) tab.

6. To the right of the **When new session is created** event, click **Select **and specify the **ServiceDesk >** **Requests >** **Create a request from a live chat **process, which is added to the system when **Service Desk 2.0 **is activated.  

7. Map the **Live Chats **workspace properties to the business process properties so that session data is transferred to the process context when the instance is launched. To do this, click **Set Up **in the **Input Parameters **column.

**(servicedesk-first-setting-5.png)**

8. In the window that opens, match the parameters that will be transferred to the process for creating the request:

| | |
|------|------|
| **Business Process Field** | **Live Chats App Field** |
| Attachments | Session. Last received message. Attachments |
| Subject | Session. Subject |
| Message Text | Session. Last received message. Message text |
| Session ID | Session ID |


9. Save the settings.

After that, all messages received in the live chat will be automatically registered in the [Requests](applications.md) app in the **ServiceDesk **workspace.

## Set up the external portal

In **Service Desk 2.0**, the portal is pre-configured and ready for use. It is a separate page of the system that is accessible to external users. By using the portal, customers and partners can view the list of services you provide, create a service request themselves, as well as view [news ](servicedesk-catalogs.md#news)and read articles.

To allow external users to interact with the portal, you need to configure the display of content on its page. To do this, follow these steps:

1. Customize the external portal layout for your company in the [Service Desk Settings](servicedesk-settings.md) on the **Portal **tab.

2. To enable external users to create service requests, add a list of available service categories from the [Service Directories](servicedesk-catalogs.md) directory to the portal pages.

Please note that users only have access to the service catalogs specified on their page in the **External Users** directory.

3. To help users quickly familiarize themselves with the system, display the onboarding page on the portal. The order and display settings are configured in the [Service Desk Settings](servicedesk-settings.md) directory on the **Portal Onboarding **tab.

4. To display news on the portal page, go to the [News](servicedesk-catalogs.md#news) directory and add app items.

Only news items with the **Published **field set to **Yes **are displayed on the portal.

5. The external portal can also display articles that are used when handling requests.

Only articles whose pages have the value **Yes **set in the **Public article **field are displayed on the portal page.