---
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 an incident

# Initiate a chat with the caller from an 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 an incident to discuss the resolution of an incident.

## Before you begin

Role required: itil, itil_admin, or admin

## Procedure

1. Open the ITSM Mobile Agent app.
2. On the My work tab, tap See All.  
3. Tap the incident record you want to work on.
4. Tap Caller.  
5. Do one of the following:  
   {#initiate-chat-incident-itsm-mobile__table_or4_xww_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. Caller]

   {#initiate-chat-incident-itsm-mobile__table_or4_xww_24b}

   Note:  
   The Slack and the Microsoft Teams contacts display only if the caller has valid Slack and Microsoft Teams accounts.