Agent to Customer Chat

janku
Tera Contributor

‎02-11-2026 11:04 AM

Is it possible to have Agent initiated chats to the customer with a Teams integration? It seems like this is possible with Agent-to-Agent with the sidebar tool - but I can't see anything about agents being able to start a chat conversation with customers.

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Matthew_13
Mega Sage

‎02-11-2026 07:27 PM

Hi My Friend,

Agent initiated chats to customers through Microsoft Teams aren’t available the same way Agent-to-Agent chat works in the sidebar.

With the Teams integration, ServiceNow treats Teams as a messaging channel that I seen under Digital Engagement. In that model, conversations are normally:

  • customer-initiated user messages from Teams → routed to an agent or

  • system/proactive-initiated Virtual Agent, Flow, or notification starts the thread.

There isnt an OOTB capability for an agent to manually click and start a brand-new Teams conversation with a customer directly from a record or workspace that I know of.

If your goal my friend is proactive outreach, I would say to handle it by:

  • Proactive messaging VA or workflow opens the conversation in Teams

  • Flow/notification triggered from an incident/case

  • Custom implementation using the Teams/Graph + ServiceNow conversation APIs

Once the conversation exists agents can take it over and conntinue chatting from workspace.

 

@janku - If help you answer, Please mark Solution Accepted and Thumbs Up

MJG
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