Manage chat messages from the Agent Workspace

As an agent, interact with a requester in Microsoft Teams from the Agent Workspace for issues related to an universal request. Import the chat back to ServiceNow.

• Initiate chat with an employee from Agent Workspace
  Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.
• Import messages from Agent Workspace
  As an agent, import a conversation with a user from Microsoft Teams. Append the conversation in the activity stream of the record in the Agent Workspace. Store all important messages related to a universal request in the ServiceNow instance.