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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Agent actions

# Agent actions {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Agents can work on the service-related tickets created by the employees.
* **[Request based chat - Start and import chat from classic view](https://servicenow-prod.fluidtopics.net/5UHzasDoqH4eSMz7MMb4Dw)**   
  Initiate a conversation with the requester to resolve the ticket.
* **[Request-based chat - Start and import chat from Workspace](https://servicenow-prod.fluidtopics.net/ljyEBYQHOyTYh7eTYnKL9g)**   
  Initiate a conversation with the requester to resolve the ticket.
* **[Request-based chat - Start chat with guest user from a record](https://servicenow-prod.fluidtopics.net/F4~0SLnCiLqjBb3lxgTH3w)**   
  Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.
* **[Request-based chat - Start and import chat as guest user from classic view](https://servicenow-prod.fluidtopics.net/yek6zQOXy~j6Yrv~0eAGuw)**   
  You can start a Microsoft Teams chat with an external organization user and import chat after you are invited to their chat.
* **[Promote chat to a call from workspace](https://servicenow-prod.fluidtopics.net/6E2jmBjgsDXiP9QfOHsU1Q)**   
  As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.
* **[Add communication plan from MIM workbench](https://servicenow-prod.fluidtopics.net/ok0mhpIzHHuM3MyJTYVxxQ)**   
  You can create a new communication plan or add a new communication task to an existing communication plan from the workbench.
* **[Add collaborative communication task from MIM workbench](https://servicenow-prod.fluidtopics.net/smG906X5FYfx0vz2Wg3e6w)**   
  You can create a communication plan or add a new communication task to an existing communication plan from the workbench.