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

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

# Manage chat messages from the Agent Workspace

# Manage chat messages from the Agent Workspace {#ariaid-title1}

* Release version: Zurich
* 
* Updated July 31, 2025
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read

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](https://www.servicenow.com/docs/Ccj0_WX3CvQi9tnu8kjHXg)**   
  Chat with an employee from Agent Workspace through Microsoft Teams so that you can collaborate and resolve universal requests.
* **[Import messages from Agent Workspace](https://www.servicenow.com/docs/3xbp7xkxbAV8YaUukwm9~Q)**   
  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.