Import messages from Agent Workspace
As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.
Before you begin
Role required: agent
Procedure
Navigate to All > Workspace Experience > Workspaces > Agent Workspace Home.
From the navigation list, select Universal Request > All.
Open the universal request you want to work on.
Select Import Messages.
You receive a prompt to log in to Microsoft Teams if you are not logged in.
Click Accept.
On the form, fill in the fields.
| Field | Description |
|---|---|
| Show conversations | Option to show conversations. Choices are as follows:- Started from this record: Lists all the communication tasks created for the record. - List all conversations: Lists all conversations by the logged-in agent. |
| Select a conversation | Conversation whose messages are imported for the record. |
| Import messages as | Option to import messages into the record. Choices are as follows:- Additional comments: The messages will be appended under Additional comments. - Work notes: The messages will be appended under Work notes. |
Select the messages, files, and images that you would like to import.
Click Import messages.
Parent Topic:Manage chat messages from the Agent Workspace