---
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 an incident

# Initiate a chat with the caller from an 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 with the caller from an incident to discuss about the resolution of
an incident.

## Before you begin

Role required: itil, itil_admin, or admin

## Procedure

1. Open ITSM Mobile Agent app.
2. In My work tab, tap See All.  
3. Tap the incident record you want to work on.
4. Tap on Caller.  
5. Do one of the following:  
   {#initiate-chat-incident-itsm-mobile__table_or4_xww_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. Caller]

   {#initiate-chat-incident-itsm-mobile__table_or4_xww_24b}

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