---
sourceDocument: Brazil IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/it-service-management

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Initiate a chat with the caller from a major incident

# Initiate a chat with the caller from a major incident {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Initiate a chat with the caller from a major incident record to discuss the resolution of the issue.

## Before you begin

Role required: major_incident_manager, itil, itil_admin, or admin

## Procedure

1. Open the ITSM Mobile Agent app.
2. On the Major incidents tab, tap See All.  
3. Tap the major incident record you want to work on.
4. Tap Caller.  
5. Do one of the following:  
   {#initiate-chat-caller-major-inc-itsm-mobile__table_ds5_ctx_24b__entry__2}

   | Option | Action |
   |:-|:-|
   | Initiate chat in Slack | Tap the Slack contact. |
   | Initiate chat in Microsoft Teams | Tap the Microsoft Teams contact. |
   [Table 1. Major incident]

   {#initiate-chat-caller-major-inc-itsm-mobile__table_ds5_ctx_24b}  
   Note:  
   The Slack and the Microsoft Teams contacts appear only if the caller has valid Slack and Microsoft Teams accounts.