Chapter 14. Online Transactions Enforcement Service Live Chat Effective June 20, 2024, a live chat feature will be piloted on the new Enforcement Service Unit (ESU) document portal on the RMV website. This document portal can be accessed through a link provided to ESU customers and allow them to upload documents to prove their identity. Customers can use the new live chat button to interact with the live ESU agent to receive help with uploading documents or with scheduling a hearing. The live chat will be available Monday through Friday from 9:00 am - 5:00 pm. If customers have questions about their specific case, they will be instructed to call an agent. NOTE: Any personally identifiable information (PII) will be masked if customers enter it in the chat. The image below shows the new ESU web page with the live chat buttons circled. The blue " Launch Chat " button is located directly under the " Need Help? " section. The green " Mass.gov Chat " button will always be located on the bottom right corner of the page and will remain in the same location even while scrolling through the page. Both of these buttons will open the same chat box. 06/24http://www.Mass.gov