--- 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 --- # Working with Conversations # Working with Conversations {#ariaid-title1} * Release version: Australia * * Updated August 11, 2026 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of Working with Conversations The Conversations Workspace in ServiceNow Australia release offers a structured environment to manage and collaborate on conversations efficiently. It organizes conversations into panels that allow you to select, filter, view details, exchange messages, manage attachments, link records, and handle participants---all within a single paneled interface. Show full answer Show less ## Key Features * **Conversations Panel:** Enables selecting, searching, filtering, and starting new conversations. Displays status badges (Open or Closed), categories, subjects, message previews, and timestamps. * **Details Panel:** Shows the full conversation thread, allows message exchanges, and supports inline file sharing. * **Attachment/Linked Records/People Panel:** Facilitates viewing and adding attachments, linking related records, and managing conversation participants. * **Attachments:** Attach relevant files to conversations via the Attach icon. Existing attachments are visible and new files can be added easily. * **Linking Records:** Associate related records with conversations for context. Records can be linked or unlinked through the Related Records panel. * **Editing Conversation Details:** Update conversation subject, category, or state. Close or reopen conversations as needed to reflect their status. * **Managing Participants:** Add or remove participants during conversations. Assign one or multiple owners to the conversation for responsibility and oversight. * **Search and Filter:** Quickly find conversations by subject keywords or specific messages within threads. Filter conversations by category or state to streamline decision-making. ## Practical Use for ServiceNow Customers This workspace centralizes communication related to IT service management, project initiatives, or platform health monitoring by providing contextual, threaded conversations with rich collaboration tools. Customers can expect improved organization, easier tracking of conversation history, and enhanced collaboration by linking records and managing participants dynamically. The ability to attach files and filter conversations by relevant criteria supports efficient information sharing and decision-making. Learn how to use the various features available in conversations. ## Conversations Workspace {#working-with-conversations__section_azf_ms2_gjc} The paneled Conversation workspace helps organize conversations: * Conversations panel: Select, search, filter, or start a new conversation. It lists all conversations, each showing a status badge (Open or Closed), the category, the conversation subject, a preview of the latest message, and the last activity timestamp. * Details panel: Read the history, exchange messages using the message input, and share files inline. It displays the selected conversation as a threaded chat. * Attachment/Linked Records/People panel: View attachments, link records, and manage participants connected with the selected conversation. Select an icon in the right navigation panel to work with this panel. {#working-with-conversations__ul_fkb_d52_gjc} Note: Select the chat icon in the right navigation panel on Impact pages such as Outcomes, Initiatives, Accelerators, Platform Health to initiate or continue working with a conversation. The following supported features help with contextual management of conversations: ## Add attachments {#working-with-conversations__section_adding_attachments} Conversations can include references to relevant files. Select the Attach icon on the right navigation pane to attach files.The existing attachments appear in the Attachments panel. If you want to add another file, select the Add button and select the relevant file. ## Link related records {#working-with-conversations__section_linked_related_records} Information related to the conversations appear as related records in the Related Records panel. Select the Records icon on the right navigation pane to view related records. * If there are no linked records, select Link Record button to start linking related records. * To link a record to the conversation, select Link Record in the ellipsis menu of the record. * Select Unlink Record to remove the record linked to the conversation. {#working-with-conversations__ul_kf3_tmg_gjc} ## Edit conversation details {#working-with-conversations__section_editing_conversation_details} You may want to update the details of the conversations such as the subject, category, or State. * In the Conversations workspace, select the Edit Details from the ellipsis menu on the details panel. * Select Close Conversation in the header ellipsis to end the conversation and change the State to Closed. * Select Reopen Conversation in the header ellipsis to reopen a closed conversation. {#working-with-conversations__ul_t1b_4qh_gjc} ## Manage conversation participants {#working-with-conversations__section_managing_conversation_participants} During a conversation, if you need another opinion or a clarification, you may want to include or exclude people in an existing conversation. Select the People icon on the navigation pane to view the people in the conversation thread. * Include or update conversation participants by selecting Add People in the ellipsis menu of the People panel. * Remove a participant from the conversation by selecting Remove from the ellipsis menu on the participant row. * Designate one or many participants as the owners of the conversation by selecting Make conversation owner from the ellipsis menu on the participant row. {#working-with-conversations__ul_q2l_p2v_ljc} Select Add People in the ellipsis menu of the People panel to include or update conversation participants. ## Search conversations by Subject {#working-with-conversations__section_conversation_by_subject} To find a conversation with a specific subject, use the Search icon on the Conversations panel to run a keyword search by Subject. ## Search conversation by Messages {#working-with-conversations__section_searching_conversation_by_messages} In the details panel, within a long conversation thread, if you're looking for a specific message, select the Search icon on the navigation pane and press the Enter key. ## Filter conversations {#working-with-conversations__section_filtering_conversations} In decision making processes, sometimes, you may have to view conversations according to their Category or State (Open or Closed). Select Filter icon in the Conversations panel to view the selective conversations.