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

 Release :

    - australia

ft:locale :

    - pt-BR

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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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​.

## Antes de Iniciar

Role required: sn_wfo_cfg_ws.manager

## Por Que e Quando Desempenhar Esta Tarefa

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.​

## Procedimento

1. Navigate to AllWorkforce Optimization for ITSMManager Workspace.
2. Do one of the following:  
   * Click the Help Requested indicator on the landing page.
   * Click the Channels icon, select a queue and then click the Active Interactions tab.
   * In Lists, click Conversation Monitoring.
   {#help-agents-using-chat-itsm-configurable-workspace__ul_ugp_fs5_tlb}
3. Click 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}