---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Initiate a chat with the caller from a major incident

# Initiate a chat with the caller from a major incident {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Initiate a chat from a major incident record to discuss about the resolution of the
issue.

## Before you begin

Role required: major_incident_manager, itil, itil_admin, or admin

## Procedure

1. Open ITSM Mobile Agent app.
2. Tap Major incidents tab, tap See All.  
3. Tap the major incident record you want to work on.
4. Tap Caller.  
5. Do one of the following:  
   {#initiate-chat-caller-major-inc-itsm-mobile__table_ds5_ctx_24b__entry__2}

   | Option | Action |
   |:-|:-|
   | Initiate chat in Slack | Tap on the Slack contact. |
   | Initiate chat in Microsoft Teams | Tap on the Microsoft Teams contact. |
   [Table 1. Major incident]

   {#initiate-chat-caller-major-inc-itsm-mobile__table_ds5_ctx_24b}

   Note:  
   The Slack and the Microsoft Teams contacts will be displayed only if the caller has a valid Slack and Microsoft Teams accounts.