Impact Conversations

  • Release version: Australia
  • Updated June 16, 2026
  • 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

    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 IDI

    Key capabilities

    • 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.
    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 Impact Delivery Instance via Service Bridge, so users and squad members see the same conversation regardless of where they send messages.