Agent actions

---
title: Agent actions
description: Work on the universal requests created by the employees. You can chat with employees, and import messages from the records or from the Agent Workspace.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/ur-mst-use-agent.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Use Microsoft Teams for Universal Request, Use Microsoft Teams integration for Employee Experience, Use, ServiceNow for Microsoft Teams and Microsoft 365, EmployeeWorks, Employee Service Management]
---

# Agent actions

Work on the universal requests created by the employees. You can chat with employees, and import messages from the records or from the Agent Workspace.

-   **[Manage chat messages from a record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-mst-use-start-import-chat.md)**  
As an agent, interact with a requester in Microsoft Teams for issues related to universal requests assigned to you. Import the chat back to your instance.
-   **[Manage chat messages from the Agent Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-mst-use-start-import-chat-aws.md)**  
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.

**Parent Topic:**[Use Microsoft Teams for Universal Request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-ms-teams-use.md)