---
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  
Work on the universal requests created by the employees. You can chat with employees,
and import messages from the records or from the Agent Workspace.
* **[Manage chat messages from a record](https://servicenow-prod.fluidtopics.net/CDXowoZYDvl3s1_CM8YfhA)**   
  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.
* **[Manage chat messages from the Agent Workspace](https://servicenow-prod.fluidtopics.net/Po5oT3EDCEhMzCPMt261jA)**   
  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.