---
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


---

# Promote chat to a call from workspace

# Promote chat to a call from workspace {#ariaid-title1}

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

As an agent, you can initiate a chat with the caller from the workspace to quickly
resolve the issue.

## Before you begin

Role required: itil, itil_admin

## Procedure

1. Navigate to AllWorkspace HomeInbox.
2. From your inbox, click Accept to accept a chat.  
   The interaction record appears in the agent workspace.
3. In the message input field, enter the command <kbd class="ph userinput">/teams_call</kbd>.  
   A Microsoft Teams conference call will be initiated, and the link appears in the active chat area.
4. Click the meeting link to join the conference call.  
   The user receives a call in Microsoft Teams.

   The user's can initiate a chat conversation in Microsoft Teams.
5. Click ![Chat icon in Microsoft Teams]() to open the conversation pane.
6. After the conversation ends, click ![Leave button in Microsoft Teams]() to leave the conference call.  
   All the information is logged in the Activity (Work notes). You can view the child interaction, and the chat conversation occurred in Microsoft Teams.

7. Click the child interaction record to view the participants, call duration details.  

   Click meeting chat link to view the conversation occurred in Microsoft Teams.

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