---
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


---

# Manage chat messages from the Agent Workspace

# Manage chat messages from the Agent Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
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.
* **[Initiate chat with an employee from Agent Workspace](https://servicenow-prod.fluidtopics.net/yIJ~YR0ERmQ4~JvOop0d6A)**   
  Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.
* **[Import messages from Agent Workspace](https://servicenow-prod.fluidtopics.net/nCewVHIzeLz3kOFMmvRkZQ)**   
  As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.