---
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


---

# Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace

# Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.

## Before you begin

Role required: itil or admin

## Procedure

1. Navigate to WorkspacesService Operations Workspace.
2. Select the List (![List icon]()) icon.
3. Select InteractionsOpen.
4. Select the interaction record.
5. Select the Collaborate icon (![Collaborate icon]()) from the contextual side panel.
6. Select Start Microsoft Teams chat.
7. In the Start Microsoft Teams chat dialog box, specify the participants.
8. To start a chat conversation, perform the following actions.
   1. In the Collaborate panel, click the plus sign (+), and select Start Microsoft Teams chat.
   2. In the Start Microsoft Teams chat dialog box, specify the participants.
   3. **Optional:** To specify more chat options, click Show more chat options and specify a client.  
      You can choose Microsoft Teams application or the Microsoft Teams web application.
   4. Click Start Chat.  
      * A chat conversation is initiated in Microsoft Teams.
      * All automatic chats are automatically imported to the Collaborate panel.
      {#collaborate-interaction-ms-teams-sow__ul_zck_skr_vsb}
   {#collaborate-interaction-ms-teams-sow__substeps_w2x_glr_vsb}
9. To view a chat conversation, click the more options icon (![more options icon]()) on the chat and select View chat.
10. To import a chat conversation, perform one of the following actions.

    | Option | Description |
    | Import a chat from any conversation | 1. Click the plus sign (+) and select Import Microsoft Teams chat. 2. Under the Choose a conversation to view details section, select a conversation that you want to import. 3. Select the chat and click Import. {#collaborate-interaction-ms-teams-sow__ol_vsj_lfr_vsb} |
    | Import a chat from a conversation in which you are a member | 1. From the conversation that you are a member of, click the more options icon (![more options icon]()) and select View chat. 2. Click the filter chat messages icon (![filter chat messages icon]()) and select the type of messages you want to view. 3. Select the required messages and click Import. {#collaborate-interaction-ms-teams-sow__ol_tmn_tjr_vsb} |
    |-|-|

    {#collaborate-interaction-ms-teams-sow__choicetable_tnl_jfr_vsb}
**Related tasks**   

* [Create an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/_OU9kuO_jV1ZJ5HxQt7z8A "Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.")
* [Work on an interaction in Service Operations Workspace](https://servicenow-prod.fluidtopics.net/S9Qzg7UWfZ2MUZKn8en~UQ "Work on customer conversations to resolve issues.")
* [Associate an interaction with a task record](https://servicenow-prod.fluidtopics.net/L2RtbE4WGN5gl~vywUBgVg "Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.")

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