Manage chat messages from a record

---
title: Manage chat messages from a record
description: 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.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/ur-mst-use-start-import-chat.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 Microsoft Teams for Universal Request, Use Microsoft Teams integration for Employee Experience, Use, ServiceNow for Microsoft Teams and Microsoft 365, EmployeeWorks, Employee Service Management]
---

# Manage chat messages from a record

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.

-   **[Initiate chat with an employee from a record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-ms-teams-use-initiate-chat.md)**  
As an agent, initiate chats with the requester or an employee from the watchlist of a universal request using Microsoft Teams.
-   **[Import messages from a universal request](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-ms-teams-use-import-msgs.md)**  
As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record 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/ur-mst-use-agent.md)