Working with Conversations

  • Release version: Australia
  • Updated June 16, 2026
  • 2 minutes to read
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    Summary of Working with Conversations

    The Conversations Workspace in ServiceNow provides a structured environment to manage conversations effectively. It allows users to start, search, filter, and interact with conversations, enhancing collaboration and information sharing within your organization.

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    Key Features

    • Conversations Panel: Displays all conversations with status badges (Open/Closed), categories, subjects, message previews, and timestamps. Users can select, search, filter, or start new conversations.
    • Details Panel: Shows the conversation history as a threaded chat, allows message exchanges, and supports inline file sharing.
    • Attachment/Linked Records/People Panel: Enables viewing and managing attachments, linking related records, and managing conversation participants through the right navigation panel icons.

    Practical Functions

    • Adding Attachments: Attach and view relevant files within conversations using the Attach icon and Add button.
    • Linking Related Records: Connect and manage records related to conversations via the Related Records panel. Records can be linked or unlinked directly from the conversation or record menus.
    • Editing Conversation Details: Update conversation subject, category, or state (Open/Closed) through the Edit Details option. Conversations can be closed or reopened as needed.
    • Managing Participants: Add or remove participants and designate conversation owners to facilitate collaboration and accountability.
    • Searching Conversations: Search conversations by subject in the Conversations panel or search messages within a conversation thread to quickly locate specific content.
    • Filtering Conversations: Filter conversations based on category or state to streamline decision-making processes and focus on relevant discussions.

    Key Outcomes

    Using the Conversations Workspace enables ServiceNow users to manage discussions efficiently with clear visibility into conversation status, related information, and participant roles. This structured approach improves collaboration, accelerates issue resolution, and supports better decision making by keeping all relevant context and participants connected in one place.

    Learn how to use the various features available in conversations.

    Conversations Workspace

    The paneled Conversation workspace help with organized management of conversations:
    • Conversations panel: Users can select, search, filter, or start a new conversation. It lists all conversations, each showing a status badge (Open or Closed), the category, the conversation subject, a preview of the latest message, and the last activity timestamp.
    • Details panel: Users can read the history, exchange messages using the message input and share files inline. It displays the selected conversation as a threaded chat.
    • Attachment/Linked Records/People panel: Users can view attachments, link records, and manage participants connected with the selected conversation. Select an icon in the right navigation panel to work with this panel.
    Note:

    Select the chat icon in the right navigation panel on Impact pages such as Outcomes, Initiatives, Accelerators, Platform Health to initiate or continue working with a conversation.

    The following supported features help with contextual management of conversations:

    Adding attachments

    Conversations can include references to relevant files. Select the Attach icon on the right navigation pane to attach files.The existing attachments appear in the Attachments panel. If you want to add another file, select the Add button and select the relevant file.

    Linking related records

    Information related to the conversations appear as related records in the Related Records panel. Select the Records icon on the right navigation pane to view related records.

    • If there are no linked records, select Link Record button to start linking related records.

    • If you want to link a record to the conversation, select Link Record in the ellipsis menu of the record.

    • Select Unlink Record when you want to remove the record linked to the conversation.

    Editing conversation details

    You may want to update the details of the conversations such as the subject, category, or State.

    • In the Conversations workspace, select the Edit Details from the ellipsis menu on the details panel.

    • Select Close Conversation in the header ellipsis to end the conversation and change the State to Closed.

    • Select Reopen Conversation in the header ellipsis to reopen a closed conversation.

    Managing conversation participants

    During a conversation, if you need another opinion or a clarification, you may want to include or exclude people in an existing conversation. Select the People icon on the navigation pane to view the people in the conversation thread.

    • Include or update conversation participants by selecting Add People in the ellipsis menu of the People panel.

    • Remove a participant from the conversation by selecting Remove from the ellipsis menu on the participant row.
    • Designate one or many participants as the owners of the conversation by selecting Make conversation owner from the ellipsis menu on the participant row.

    Select Add People in the ellipsis menu of the People panel to include or update conversation participants.

    Searching conversation by Subject

    When there is a long list of conversations and you're looking for a conversation with a specific subject, use the Search icon on the Conversations panel to run a keyword search by the Subject.

    Searching conversation by Messages

    In the details panel, within a long conversation thread, if you're looking for a specific message, select the Search icon on the navigation pane and press the Enter key.

    Filtering conversations

    In decision making processes, sometimes, you may have to view conversations according to their Category or State (Open or Closed). Select Filter icon in the Conversations panel to view the selective conversations.