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Agent actions › Use Microsoft Teams for Universal Request › Use Microsoft Teams integration for Employee Experience › Use › ServiceNow for Microsoft Teams and Microsoft 365 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Manage chat messages from the Agent Workspace

As an agent, interact with a requester in Microsoft Teams from the Agent Workspace for issues related to an universal request. Import the chat back to ServiceNow.

  • Initiate chat with an employee from Agent Workspace
    Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.
  • 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.

Parent Topic:Agent actions