Initiate chat with an employee from a record

  • Release version: Washingtondc
  • Updated February 1, 2024
  • 1 minute to read

    • As an agent, initiate chats with the requester or an employee from the watchlist of a universal request using Microsoft Teams.

    Before you begin

    The Start Microsoft Teams Chat button is available only if the following conditions are met:
    • At least one of the users marked in the universal request has Universal Request integration with Microsoft Teams enabled.
    • The universal request is not associated with a primary ticket.

    Role required: agent

    Procedure

    1. Navigate to Universal Request > All.
    2. Open the universal request you want to work on.
    3. Select Start Microsoft Teams Chat.
    4. Select the employee who you want to chat with.
      You can select the requester, or any other employee added to the watchlist. You can also select multiple employees.
    5. Select Start Chat.

    Result

    The Microsoft Teams application opens the tab where you can chat with the selected employee.