Manage chat messages from a record

As an agent, interact with a requester in Microsoft Teams for issues related to universal requests assigned to you. Import the chat back to your instance.

• Initiate chat with an employee from a record
  As an agent, initiate chats with the requester or an employee from the watchlist of a universal request using Microsoft Teams.
• Import messages from a universal request
  As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.

Parent Topic:Agent actions