Request-based chat - Start chat with guest user from a record

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

    • Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.

    Before you begin

    The guest user must be authenticated with chat access. For more information, see Enable chat access for guest users for self-configured app and Enable chat access for a guest user for pre-published app instances.

    The guest users list is fetched from the Microsoft Azure AD. For more information, see Guest access in Microsoft Teams.

    Role required: agent

    About this task

    For information about starting a chat with an external user who is not added in the allowed-guest domains list, see Add or invite people outside your Teams org to a chat.

    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. On the form, fill in the fields.
      Table 1. Ticket form
      Field Description
      Assignment group Search and select Teams group.
      Short description Description of the chat purpose.
    5. Right-click in the form header and select Save.
    6. Select Start Microsoft Teams Chat.
    7. Select the user that you want to chat with.

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

    8. Select Start Chat.

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

      The chat opens in the Microsoft Teams application.

    Result

    All team members see an announcement message in the Microsoft Teams channel thread that the team owner has added a guest and the guest name is listed. A tag in the upper-right corner of the channel thread indicates the number of guests on the team and a (Guest) label appears next to each guest name.

    Note:

    A tag with the label External indicates that a user is guest and not present in the allowed-domain.