Request based chat - Start and import chat from classic view

concept australia Updated Sep 10, 2026 1 min read initiate-conversation-requester.md

Initiate a conversation with the requester to resolve the ticket.

You must have the "write" role to use the Start Microsoft Teams chat and Import messages from Microsoft Teams features for an incident, request, change request and a catalog task. This role is available when you activate the ITSM roles plugin, or for all the instances starting the Madrid release.

Record	Role	Plugin
Incident	sn_incident_write	ITSM Roles - Incident Management (com.snc.itsm.roles.incident_management) plugin
Change Request	sn_change_write	ITSM Roles — Change Management (com.snc.itsm.roles.change_management) plugin
Request	sn_request_write	ITSM Roles — Request Management (com.snc.itsm.roles.request_management) plugin
HR Case	sn_hr_core.case_writer	Human Resources Scoped App — Employee Relations [com.sn_hr_employee_relations] plugin

Request-based chat - Start and import chat from field decorator
Interact with a requester in Microsoft Teams from the chat icon from the workspace to quickly resolve the ticket.
Request-based chat - Start and import chat from Start Microsoft Teams chat action
Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and HR case records to quickly resolve the ticket.
Import messages from a ticket manually
You can import the conversation with a user from Microsoft Teams and append them in the Comments to store all the important messages in the ServiceNow instance.

Parent Topic:Agent actions

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---
title: Request based chat - Start and import chat from classic view
description: Initiate a conversation with the requester to resolve the ticket.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/initiate-conversation-requester.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: concept
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]
---

# Request based chat - Start and import chat from classic view

Initiate a conversation with the requester to resolve the ticket.

You must have the "write" role to use the **Start Microsoft Teams chat** and **Import messages from Microsoft Teams** features for an incident, request, change request and a catalog task. This role is available when you activate the ITSM roles plugin, or for all the instances starting the Madrid release.

|Record|Role|Plugin|
|------|----|------|
|Incident|sn\_incident\_write|ITSM Roles - Incident Management \(com.snc.itsm.roles.incident\_management\) plugin|
|Change Request|sn\_change\_write|ITSM Roles — Change Management \(com.snc.itsm.roles.change\_management\) plugin|
|Request|sn\_request\_write|ITSM Roles — Request Management \(com.snc.itsm.roles.request\_management\) plugin|
|HR Case|sn\_hr\_core.case\_writer|Human Resources Scoped App — Employee Relations \[com.sn\_hr\_employee\_relations\] plugin|

-   **[Request-based chat - Start and import chat from field decorator](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/initiate-chat-record-field-decorator.md)**  
Interact with a requester in Microsoft Teams from the chat icon from the workspace to quickly resolve the ticket.
-   **[Request-based chat - Start and import chat from Start Microsoft Teams chat action](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/initiate-chat-record.md)**  
Interact with a requester in Microsoft Teams for an issue related to an incident, request item, change request, and HR case records to quickly resolve the ticket.
-   **[Import messages from a ticket manually](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/import-messages.md)**  
You can import the conversation with a user from Microsoft Teams and append them in the **Comments** to store all the important messages in the ServiceNow instance.

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