---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/employee-service-management

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Manage chat messages from a record

# Manage chat messages from a record {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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](https://servicenow-prod.fluidtopics.net/Sty7bYVs2MiU7aArAzIaqg)**   
  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](https://servicenow-prod.fluidtopics.net/WJrT_~4crGeYPz3SpZ~Phg)**   
  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.