Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.

    Before you begin

    Role required: itil or admin

    Procedure

    1. Navigate to Workspaces > Service Operations Workspace.
    2. Select the List (List icon) icon.
    3. Select Interactions > Open.
    4. Select the interaction record.
    5. Select the Collaborate icon (Collaborate icon) from the contextual side panel.
    6. Select Start Microsoft Teams chat.
    7. In the Start Microsoft Teams chat dialog box, specify the participants.
    8. To start a chat conversation, perform the following actions.
      1. In the Collaborate panel, click the plus sign (+), and select Start Microsoft Teams chat.
      2. In the Start Microsoft Teams chat dialog box, specify the participants.
      3. Optional: To specify more chat options, click Show more chat options and specify a client.

        You can choose Microsoft Teams application or the Microsoft Teams web application.

      4. Click Start Chat.
        • A chat conversation is initiated in Microsoft Teams.
        • All automatic chats are automatically imported to the Collaborate panel.
    9. To view a chat conversation, click the more options icon (more options icon) on the chat and select View chat.
    10. To import a chat conversation, perform one of the following actions.
      OptionDescription
      Import a chat from any conversation
      1. Click the plus sign (+) and select Import Microsoft Teams chat.
      2. Under the Choose a conversation to view details section, select a conversation that you want to import.
      3. Select the chat and click Import.
      Import a chat from a conversation in which you are a member
      1. From the conversation that you are a member of, click the more options icon (more options icon) and select View chat.
      2. Click the filter chat messages icon (filter chat messages icon) and select the type of messages you want to view.
      3. Select the required messages and click Import.