---
sourceDocument: Australia Impact
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/impact

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Start a conversation

# Start a conversation {#ariaid-title1}

* Release version: Australia
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

You can start a message thread with Impact Experts.

## Before you begin

Complete the Guided Setup to see the data from <var class="keyword varname">ServiceNow</var>
IDI.

Role required: Impact user or Impact executive

## About this task

When you need support from the Impact Squad while you're on pages such as Initiatives, Accelerators, value management, or platform health, you can start a conversation.

## Procedure

1. Select Conversations or the chat icon in the Impact page.  
   Existing conversations appear on the Conversations panel. If there are no prior conversations, a prompt appears to start one.
2. In the New conversation dialog, enter a brief subject in the Subject field.
3. In the Category list, select one of the following:  
   * General
   * Health
   * Business Category
   * Business Outcomes
   * Future needs and upgrades

   The next field appears in context with the Category you select. For example, if you selected Business objectives as Category, the next field is a list of business objectives applicable for that instance.
4. Search for and select one or more recipients in the Send to field.
5. Enter your message in How can we help?
6. **Optional:** Attach supporting files by dragging them into the upload area or selecting + Add file.  
   Note:  
   Supported file types are JPG, PDF, XML, PNG, and DOCX.
7. Select Start Conversation.  
   The conversation is created and appears in the Impact Conversation workspace.
8. **Optional:** To discard the conversation, select Cancel.

## What to do next

For working with the features available in the Conversations workspace, see [Working with Conversations](https://servicenow-prod.fluidtopics.net/FtHzIQAQgXn5BkTBwI8n3Q "Learn how to use the various features available in conversations.").