---
sourceDocument: Xanadu Employee Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/employee-service-management

 Release :

    - xanadu

ft:locale :

    - en-US

ft:publication_title :

    - Xanadu Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Initiate chat with an employee from Agent Workspace

# Initiate chat with an employee from Agent Workspace {#ariaid-title1}

* Release version: Xanadu
* 
* Updated August 1, 2024
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.

## Before you begin

The Start Microsoft Teams Chat button is available only if the following conditions are met:

* At least one of the users marked in the universal request has Universal Request integration with Microsoft Teams enabled.
* The universal request is not associated with a primary ticket.
{#ur-mst-use-initiate-chat-wrkspc__ul_q3b_3tx_nqb}

Role required: agent

## Procedure

1. Navigate to AllWorkspace ExperienceWorkspacesAgent Workspace Home.
2. From the navigation list, select Universal RequestAll.
3. Open the universal request that you want to work on.
4. Select Start Microsoft Teams Chat.
5. Select the recommended participants or add the email address of external participants.  
   You can select the requester, or any other employee added to the watchlist. You can also select multiple employees.
6. Select Start Chat.

## Result

The Microsoft Teams application opens the tab where you can chat with the selected employee.

*[\>]: and then