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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Using interactions in Agent Workspace for HR Case Management

# Using interactions in Agent Workspace for HR Case Management {#ariaid-title1}

* Release version: Australia
* 
* Updated March 12, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Use interaction records to create an HR case or reference employee information to decide
to create a case or request from different types of employee communications.

An interaction is a request for assistance made through chat, phone, or in person. You can
route interactions by skill, group, or directly to an HR agent.

You can also create an interaction for simple requests where you decide you might not want to
create an HR case or associated tasks.

Interaction records are automatically created when you're using agent chat.  
Note:  
Agent Assist is available for interactions.