The chat will be initiated with the requester in Microsoft Teams.

When you start typing the names of the participants, the system displays their current status in Microsoft Teams. The status is also displayed against their name in the Participants field.

Tabelle : 1. Start chat

Field	Description
Participants	Option to add the users and the stakeholders to work towards the resolution of the ticket.
Groups	Option to add the groups required to work towards the resolution of the ticket.
Recommended	System displays the list of users associated with the ticket. Select the user to include in the chat conversation.
Chat title	The chat title specified shows up as the title of the chat in Microsoft Teams. The default title is the ticket number appended with the short description. You can modify the chat title.
Create an opening message	Option to provide an opening message to the user before beginning the interaction.
Choose your preferred chat client	Option to choose the default chat client. Desktop Application – Open the chat interaction in Microsoft Teams desktop application. Web Client – Opens the chat interaction in Microsoft Teams web client. The system remembers the selected option and opens the chats in the preferred chat client for all the further chat interactions.

The Microsoft Teams app displays the chat title and the opening message provided by the agent.

The system captures the work notes about the chat details.