---
sourceDocument: Yokohama Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/employee-service-management

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Manage chat messages from a record

# Manage chat messages from a record {#ariaid-title1}

Release version: Yokohama  
Updated January 30, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
As an agent, interact with a requester in Microsoft Teams for issues
related to universal requests assigned to you. Import the chat back to your instance.
* **[Initiate chat with an employee from a record](https://servicenow-prod.fluidtopics.net/rhdcB7vQwJ6kKtLhQKGDPA)**   
  As an agent, initiate chats with the requester or an employee from the watchlist of a universal request using Microsoft Teams.
* **[Import messages from a universal request](https://servicenow-prod.fluidtopics.net/APSpmowTgFawIAZ3E5xSYQ)**   
  As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.