Working with Conversations

  • Release version: Australia
  • Updated July 20, 2026
  • 2 minutes to read
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    Summary of Working with Conversations

    The Conversations Workspace in ServiceNow Australia release provides a structured paneled interface to manage and engage in conversations effectively. It centralizes conversation selection, message exchange, file sharing, and participant management, enhancing collaboration and contextual communication across your platform.

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    Key Features

    • Conversations Panel: Allows selection, searching, filtering, and creation of conversations. Displays conversation status (Open/Closed), category, subject, message previews, and last activity timestamps for quick reference.
    • Details Panel: Shows full conversation history in a threaded chat format, supports message input, and inline file sharing for seamless communication.
    • Attachment/Linked Records/People Panel: Enables viewing and managing attachments, linking related records, and managing conversation participants conveniently from a dedicated panel.
    • Attachments: Easily add and view relevant files within conversations to provide context and reference.
    • Linked Records: Link or unlink related records to conversations, ensuring all pertinent information is connected for comprehensive context.
    • Edit Conversation Details: Update conversation subject, category, and state. Conversations can be closed or reopened directly from the workspace.
    • Manage Participants: Add, remove, or designate conversation owners, ensuring the right people are involved and responsibilities are clear.
    • Search and Filter: Search conversations by subject or specific messages within threads. Filter conversations by category or state to locate relevant discussions quickly.

    Applying These Features

    ServiceNow customers can use the Conversations Workspace to streamline communication across initiatives, outcomes, and platform health areas by:

    • Initiating and maintaining structured conversations linked to relevant records and files.
    • Keeping stakeholders informed and involved by managing participants effectively.
    • Quickly locating conversations or messages through search and filtering tools.
    • Controlling conversation lifecycle by editing details and closing or reopening conversations as needed.

    This approach ensures contextual, organized, and efficient collaboration within your ServiceNow environment, facilitating better decision-making and faster resolution of issues.

    Learn how to use the various features available in conversations.

    Conversations Workspace

    The paneled Conversation workspace helps organize conversations:
    • Conversations panel: Select, search, filter, or start a new conversation. It lists all conversations, each showing a status badge (Open or Closed), the category, the conversation subject, a preview of the latest message, and the last activity timestamp.
    • Details panel: Read the history, exchange messages using the message input, and share files inline. It displays the selected conversation as a threaded chat.
    • Attachment/Linked Records/People panel: View attachments, link records, and manage participants connected with the selected conversation. Select an icon in the right navigation panel to work with this panel.
    Note:
    Select the chat icon in the right navigation panel on Impact pages such as Outcomes, Initiatives, Accelerators, Platform Health to initiate or continue working with a conversation.

    The following supported features help with contextual management of conversations:

    Add attachments

    Conversations can include references to relevant files. Select the Attach icon on the right navigation pane to attach files.The existing attachments appear in the Attachments panel. If you want to add another file, select the Add button and select the relevant file.

    Link related records

    Information related to the conversations appear as related records in the Related Records panel. Select the Records icon on the right navigation pane to view related records.

    • If there are no linked records, select Link Record button to start linking related records.
    • To link a record to the conversation, select Link Record in the ellipsis menu of the record.
    • Select Unlink Record to remove the record linked to the conversation.

    Edit conversation details

    You may want to update the details of the conversations such as the subject, category, or State.

    • In the Conversations workspace, select the Edit Details from the ellipsis menu on the details panel.
    • Select Close Conversation in the header ellipsis to end the conversation and change the State to Closed.
    • Select Reopen Conversation in the header ellipsis to reopen a closed conversation.

    Manage conversation participants

    During a conversation, if you need another opinion or a clarification, you may want to include or exclude people in an existing conversation. Select the People icon on the navigation pane to view the people in the conversation thread.

    • Include or update conversation participants by selecting Add People in the ellipsis menu of the People panel.
    • Remove a participant from the conversation by selecting Remove from the ellipsis menu on the participant row.
    • Designate one or many participants as the owners of the conversation by selecting Make conversation owner from the ellipsis menu on the participant row.

    Select Add People in the ellipsis menu of the People panel to include or update conversation participants.

    Search conversations by Subject

    To find a conversation with a specific subject, use the Search icon on the Conversations panel to run a keyword search by Subject.

    Search conversation by Messages

    In the details panel, within a long conversation thread, if you're looking for a specific message, select the Search icon on the navigation pane and press the Enter key.

    Filter conversations

    In decision making processes, sometimes, you may have to view conversations according to their Category or State (Open or Closed). Select Filter icon in the Conversations panel to view the selective conversations.