Promote chat to a call from workspace

---
title: Promote chat to a call from workspace
description: As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/initiate-call-from-chat.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Agent actions, Use ITSM and HRSD integrations with Microsoft Teams, Use Microsoft Teams integration for Employee Experience, Use, ServiceNow for Microsoft Teams and Microsoft 365, EmployeeWorks, Employee Service Management]
---

# Promote chat to a call from workspace

As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.

## Before you begin

Role required: itil, itil\_admin

## Procedure

1.  Navigate to **All** > **Workspace Home** > **Inbox**.

2.  From your inbox, click **Accept** to accept a chat.

    The interaction record appears in the agent workspace.\[Omitted image "incident-record-agent-workspace.png"\] Alt text: An incident record in the agent workspace.

3.  In the message input field, enter the command `/teams_call`.

    A Microsoft Teams conference call will be initiated, and the link appears in the active chat area.\[Omitted image "active-chat-incident-agent-workspace.png"\] Alt text: Active chat in agent workspace.

4.  Click the meeting link to join the conference call.

    The user receives a call in Microsoft Teams.\[Omitted image "active-call-ms-teams.png"\] Alt text: Active call in Microsoft Teams.

    The user’s can initiate a chat conversation in Microsoft Teams.

5.  Click \[Omitted image "chat-icon-ms-teams.png"\] Alt text: Chat icon in Microsoft Teams to open the conversation pane.

6.  After the conversation ends, click \[Omitted image "leave-button-ms-teams.png"\] Alt text: Leave button in Microsoft Teams to leave the conference call.

    All the information is logged in the Activity \(Work notes\). You can view the child interaction, and the chat conversation occurred in Microsoft Teams.

    \[Omitted image "activity-incident-agent-workspace.png"\] Alt text: Activity in incident in agent workspace.

7.  Click the child interaction record to view the participants, call duration details.

    \[Omitted image "work-notes-incident-agent-workspace.png"\] Alt text: Work notes in agent workspace.

    Click meeting chat link to view the conversation occurred in Microsoft Teams.


**Parent Topic:**[Agent actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/agent-sn-ms-teams.md)