---
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


---

# Agent actions

# Agent actions {#ariaid-title1}

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

Work on the universal requests created by the employees. You can chat with employees,
and import messages from the records or from the Agent Workspace.
* **[Manage chat messages from a record](https://www.servicenow.com/docs/CDXowoZYDvl3s1_CM8YfhA)**   
  As an agent, interact with a requester in Microsoft Teams for issues related to universal requests assigned to you. Import the chat back to your instance.
* **[Manage chat messages from the Agent Workspace](https://www.servicenow.com/docs/Po5oT3EDCEhMzCPMt261jA)**   
  As an agent, interact with a requester in Microsoft Teams from the Agent Workspace for issues related to an universal request. Import the chat back to ServiceNow.