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

 Release :

    - yokohama

ft:locale :

    - en-US

ft:publication_title :

    - Yokohama Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Request-based chat: Chat with guest from record

# Request-based chat - Start chat with guest user from a record {#ariaid-title1}

* Release version: Yokohama
* 
* Updated January 30, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

Start a Microsoft Teams chat with the guest user of an external and
allowed domain through a record.

## Before you begin

The guest user must be authenticated with chat access. For more information, see [Enable chat access for guest users](https://www.servicenow.com/docs/6GVac3jNUtGXJ_HMZq2F_Q "Enable chat access for a guest user while configuring ServiceNow for Microsoft Teams settings for a self-configured app.") for self-configured app and [Enable chat access for a guest user](https://www.servicenow.com/docs/f4B23XUDNyksmKwpGDAMpQ "Enable chat access for a guest user while configuring ServiceNow for Microsoft Teams settings for a pre-published app.") for pre-published app instances.

The guest users list is fetched from the Microsoft Entra ID. For more
information, see [Guest access in Microsoft Teams](https://docs.microsoft.com/en-us/microsoftteams/guest-access).

Role required: agent

## About this task

For information about starting a chat with an external user who is not added in the
allowed-guest domains list, see [Add or invite people outside your Teams org to a
chat](https://support.microsoft.com/en-us/office/add-or-invite-people-outside-your-teams-org-to-a-chat-6897ab47-9f60-4db6-8b95-18599714fe57).

## Procedure

1. Launch Microsoft Teams.
2. Navigate to ServiceNow for Microsoft TeamsEmployee CenterMy Requests.
3. Open the ticket that you want to work on in your ServiceNow instance.
4. On the form, fill in the fields.  
   {#start-request-based-chat-with-guest__table_gjj_3p4_f5b__entry__2}

   | Field | Description |
   |-|-|
   | Assignment group | Search and select Teams group. |
   | Short description | Description of the chat purpose. |
   [Table 1. Ticket form]

   {#start-request-based-chat-with-guest__table_gjj_3p4_f5b}
5. Right-click in the form header and select Save.
6. Select Start Microsoft Teams Chat.
7. Select the user that you want to chat with.  
   You can select the requester and employees, or multiple guests from different
   domains.
8. Select Start Chat.  
   On the web client, the domain associated Tenant ID appends to your Microsoft Teams URL.  
   The chat opens in the Microsoft Teams application.

## Result

All team members see an announcement message in the Microsoft Teams
channel thread that the team owner has added a guest and the guest name is listed. A
tag in the upper-right corner of the channel thread indicates the number of guests
on the team and a (Guest) label appears next to each guest
name.  
Note:  
A tag with the label External indicates that a user is
guest and not present in the allowed-domain.

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