Import messages from Agent Workspace

---
title: Import messages from Agent Workspace
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/ur-mst-use-import-msgs-wrkspc.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Manage chat messages from the Agent Workspace, Agent actions, 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]
---

# 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.

## Before you begin

Role required: agent

## Procedure

1.  Navigate to **All** > **Workspace Experience** > **Workspaces** > **Agent Workspace Home**.

2.  From the navigation list, select **Universal Request** > **All**.

3.  Open the universal request you want to work on.

4.  Select **Import Messages**.

    You receive a prompt to log in to Microsoft Teams if you are not logged in.

5.  Click **Accept**.

6.  On the form, fill in the fields.

<table id="table_tjg_yp5_knb"><thead><tr><th align="left">

Field

</th><th align="left">

Description

</th></tr></thead><tbody><tr><td>

Show conversations

</td><td>

Option to show conversations. Choices are as follows:-   **Started from this record**: Lists all the communication tasks created for the record.
-   **List all conversations**: Lists all conversations by the logged-in agent.


</td></tr><tr><td>

Select a conversation

</td><td>

Conversation whose messages are imported for the record.

</td></tr><tr><td>

Import messages as

</td><td>

Option to import messages into the record. Choices are as follows:-   **Additional comments**: The messages will be appended under Additional comments.
-   **Work notes**: The messages will be appended under Work notes.


</td></tr></tbody>
</table>7.  Select the messages, files, and images that you would like to import.

8.  Click **Import messages**.


**Parent Topic:**[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)