---
sourceDocument: Australia Impact
sourceDocumentLink: https://www.servicenow.com/docs/r/australia/impact

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Working with Conversations

# Working with Conversations {#ariaid-title1}

Release version: Australia  
Updated November 5, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read
Summarize  
![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI  
This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete.  

## Summary of Working with Conversations

The Conversations Workspace in ServiceNow provides a structured environment to manage and engage in conversations effectively.
It consists of three main panels---Conversations, Details, and Attachment/Linked Records/People---each designed to facilitate organized communication, contextual information sharing, and participant management within your enterprise workflows.
Show full answer Show less  

## Key Features

* **Conversations Panel:** Allows you to select, search, filter, or initiate new conversations. Each conversation entry displays status (Open or Closed), category, subject, a message preview, and the latest activity timestamp.
* **Details Panel:** Shows the full conversation history in a threaded chat format, enables message exchange, and supports inline file sharing.
* **Attachment/Linked Records/People Panel:** Lets you view and add attachments, link or unlink related records to provide context, and manage conversation participants (add, remove, or assign owners).
* **Attachments:** You can attach relevant files to conversations to enhance context and collaboration.
* **Linked Records:** Attach related records to conversations for better traceability and reference. You can link new records or unlink existing ones directly within the workspace.
* **Edit Conversation Details:** Modify conversation subject, category, and state. Conversations can be closed or reopened to reflect their current status.
* **Participant Management:** Add or remove participants as needed during a conversation. Designate one or more participants as conversation owners to assign responsibility.
* **Search and Filter:** Search conversations by subject keywords or specific messages within threads. Filter conversations by category or state to streamline decision-making and focus on relevant discussions.

## Key Outcomes

Using the Conversations workspace enables ServiceNow users to maintain organized, context-rich, and collaborative communication threads directly within the platform. This enhances transparency, improves decision-making, and ensures that relevant files, records, and participants are easily accessible and managed. By effectively managing conversations, you can track progress, assign ownership, and maintain a clear history for audit and reference purposes.  
Learn how to use the various features available in conversations.

## Conversations Workspace {#working-with-conversations__section_azf_ms2_gjc}

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.
{#working-with-conversations__ul_fkb_d52_gjc}  
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 {#working-with-conversations__section_adding_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 {#working-with-conversations__section_linked_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.
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## Edit conversation details {#working-with-conversations__section_editing_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.
{#working-with-conversations__ul_t1b_4qh_gjc}

## Manage conversation participants {#working-with-conversations__section_managing_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.

{#working-with-conversations__ul_q2l_p2v_ljc}

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

## Search conversations by Subject {#working-with-conversations__section_conversation_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 {#working-with-conversations__section_searching_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 {#working-with-conversations__section_filtering_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.