---
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


---

# Assist agents by joining their chat conversation

# Assist agents by joining their chat conversation {#ariaid-title1}

Release version: Australia  
Updated June 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Assist agents in real-time by joining their chat conversation and collaborate on any record by connecting with the right people instantly to achieve faster resolution​.

## Before you begin

Important:  
The Manager Workspace navigation is only available after Workforce Optimization for ITSM is activated and you have been assigned the sn_wfo_cfg_ws.manager role or sn_wfo_cfg_itsm.manager in the Admin Console. If this navigation path is missing, ask your administrator to verify WFO ITSM activation and role assignment. For setup instructions, see [Configuring groups in Workforce Optimization for ITSM](https://servicenow-prod.fluidtopics.net/tgBmYstrLwEjxKXSPTDVeg "As a manager, you can manage and optimize your entire workforce using Workforce Optimization for ITSM from one central location. Organizing your teams, for example, different levels of employees in your organizational chart, into groups is the foundation on which Workforce Optimization for ITSM operates.").  
Role required: sn_wfo_cfg_ws.manager or sn_wfo_cfg_itsm.manager  
Note:  
For more information about the roles, see [Transitioning to the WFO-ITSM base system roles](https://www.servicenow.com/community/workforce-optimization-blog/workforce-optimization-for-itsm-wfo-itsm-transitioning-to-the/ba-p/2995242) Community page.

## About this task

View the work-in-progress chat interactions and​ see if any of the agents has set the
Help Requested flag as Yes. Open
the interaction record and view all messages exchanged between the end user and
agent​, gain the context and choose to join the conversation by​ either sending
internal messages or joining the conversation in public.​

## Procedure

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Do one of the following:  
   * Select the Help Requested indicator on the landing page.
   * Select the Channels icon, select a queue and then select the Active Interactions tab.
   * In Lists, select Conversation Monitoring.
   {#help-agents-using-chat-itsm-configurable-workspace__ul_ugp_fs5_tlb}
3. Select the interaction record for which you want to join the conversation.
4. Choose Join Conversation to start interacting with the agent or Send Private Message to send an message that only goes to the agent.  
   The chat conversation is established.
{#help-agents-using-chat-itsm-configurable-workspace__steps_cxl_dq4_slb}

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