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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Impact

ft:clusterId :

    - ipact

bundleId :

    - ipact


---

# Impact Conversations

# Impact Conversations {#ariaid-title1}

* Release version: Australia
* 
* Updated August 11, 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Help Impact customers and squads to collaborate in the context of outcomes, accelerators, initiatives, platform health and other Impact entities.

## Conversations overview {#impact-conversations_store__section_dp3_gq2_gjc}

The Conversations feature in ServiceNow Impact provides a structured, human-assisted messaging channel between customers and Impact Squad. Users can initiate, manage, and track topic-specific conversations directly within their platform instance. It replaces the
need for customers to access Conversations via <var class="keyword varname">IDI</var>

## Key capabilities {#impact-conversations_store__section_i2x_dr2_gjc}

* Manage organized conversation: View conversations with clear status indicators (Open/Closed) and category tags that help track active and past discussion threads.
* Create structured conversation: Start conversations through a guided form that captures a subject, category, recipient, and message while maintaining the context.
* Route conversations based on category: Direct conversations with the right team based on categories such as General, Health, Business Objectives, Business Outcomes, Future needs and upgrades.
* Continue the Conversation: Existing conversation history migrates automatically. Users resume from the point of migration with no loss of context.
* Share files: Upload attachments in both the creation dialog and the active chat panel to share relevant documents inline.
* Receive responses: Real ServiceNow team members respond to the messages in conversations.

{#impact-conversations_store__ul_qdj_hr2_gjc}This channel gives users direct access to expert guidance on platform health, business goals, and future planning.  
Note:  
Messages flow between the Impact Store Application and the <var class="keyword varname">Impact Delivery Instance</var> via Service Bridge, so users and squad members see the same conversation regardless of where they send messages.
**Related tasks**   

* [Start a conversation](https://www.servicenow.com/docs/LKLWRrl5mX_JRtK74kuwpg "You can start a message thread with Impact Experts.")  
**Related reference**   

* [Working with Conversations](https://www.servicenow.com/docs/FtHzIQAQgXn5BkTBwI8n3Q "Learn how to use the various features available in conversations.")