Start a Microsoft Teams chat as a guest user

  • Release version: Xanadu
  • Updated January 30, 2025
  • 1 minute to read

    • Start a Microsoft Teams chat as a guest user with an external organization user.

    Before you begin

    You must have received and accepted an invitation as a guest user either in email or through Microsoft Teams.

    Role required: agent

    About this task

    This procedure is accomplished through the classic ServiceNow UI. For information about the same procedure accomplished through the workspace, see Request-based chat - Start and import chat from Start Microsoft Teams chat action.

    Procedure

    1. Launch Microsoft Teams.
    2. Navigate to ServiceNow for Microsoft Teams > Employee Center > My Requests.
    3. Open the ticket that you want to work on in your ServiceNow instance.
    4. Select Start Microsoft Teams Chat.
    5. Log in to your Microsoft email account if prompted.
    6. Select the user that you want to chat with.

      You can select the requester, employees, or multiple guests from different domains.

    7. Select Start Chat.

      On a web client, the domain-associated Tenant ID appends to your Microsoft Teams URL.

    Result

    The chat opens in the Microsoft Teams application.