---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/pt-BR/employee-service-management

 Release :

    - australia

ft:locale :

    - pt-BR

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Chat from field decorator

# Request-based chat - Start and import chat from field decorator {#ariaid-title1}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 min. de leitura

Interact with a requester in Microsoft Teams from the chat icon from
the workspace to quickly resolve the ticket.

## Antes de Iniciar

Role required: user with access to the respective records

## Procedimento

1. Navigate to an open ticket (an incident, a change request, a request item, an HR case or a catalog task) in your ServiceNow instance.
2. Point to ![Microsoft Teams]() next to the Caller field.
3. Within the dialog box that appears, select the participants for the chat.  

   The
   dialog box displays the Recommended and
   Selected participants along with their current
   presence status in Microsoft Teams.

   All users from the assigned group
   for the ticket are in the recommended section by default. The user who
   initiates the chat is added to the selected list of participants.
4. On the form, fill the fields.  
   {#initiate-chat-record-field-decorator__table_lrq_gx1_sqb__entry__2}

   | Field | Description |
   |:-|:-|
   | Add Participants | Option to add the users and the stakeholders to work towards the resolution of the ticket. * Users: Enter the name of the user to include in the chat. * Group: Enter the group of users to be included in the chat. If the On-Call Scheduling (com.snc.on_call_rotation) plugin is activated, the On-Call Scheduling users will be added when you select a group. On-Call Scheduling (com.snc.on_call_rotation) plugin isn't activated, it adds all users from the selected group. * Email: Enter a valid email of the participant to be included in the chat. {#initiate-chat-record-field-decorator__ul_pjz_3x1_sqb} After adding the required stakeholders, click Add to selected. |
   | Chat title | The chat title specified shows up as the title of the chat in Microsoft Teams. The default title is the ticket number appended with the short description. You can modify the chat title. |
   | Create an opening message | Option to provide an opening message to the user before beginning the interaction. |
   | Choose your preferred chat client | Option to choose the default chat client. * Desktop Application -- Open the chat interaction in Microsoft Teams desktop application. * Web Client -- Opens the chat interaction in Microsoft Teams web client. {#initiate-chat-record-field-decorator__ul_d44_mx1_sqb} The system remembers the selected option and will open the chats in the preferred chat client for all the further chat interactions. |
   [Tabela 1. Start chat modal fields]

   {#initiate-chat-record-field-decorator__table_lrq_gx1_sqb}
5. Click Start Chat.  
   The Microsoft Teams app displays the chat title and the opening message
   provided by the agent.

   The system captures the work notes about the chat details.

   If the agent initiates the chat from the record with the same user, the
   Start Microsoft Teams Chat appears as shown.

   The system displays Continue Chat button to resume the
   conversation. However, if any other user is added, the chat modal displays
   the Chat title and the Create an opening message fields.

   The interaction is only created when the conversation is with the requester.
   If the conversation doesn't include the requester, such as a conversation
   between the agent and a collaborator, an interaction is not created, but the
   Microsoft Teams chat record is still created.  
   A Microsoft Teams chat interaction is automatically created and you can access the chat details from the Activities log.
   1. In the Activities log of the record, look for the comment that has the link to access the chat interaction.
   2. Click the link.The chat transcript is stored in the
      Activities section.

   {#initiate-chat-record-field-decorator__ol_fwt_1z1_sqb}  
   {#initiate-chat-record-field-decorator__table_nfz_jz1_sqb__entry__2}

   | Field | Description |
   |:-|:-|
   | Users | Users associated with the chat |
   | Document | Source record number |
   | Initiated by | Agent who has initiated the chat interaction. |
   | Auto Import | Status of the auto-import messages. If the option is not selected, the messages pertaining to the record will not be auto-imported. |
   | Topic | Chat title |
   | Activities | Chat transcript |
   [Tabela 2. Chat activities table]

   {#initiate-chat-record-field-decorator__table_nfz_jz1_sqb}