Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace

---
title: Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace
description: Initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders and resolve the issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/collaborate-interaction-ms-teams-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Interaction Management in Service Operations Workspace, Operating IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace

Initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders and resolve the issue.

## Before you begin

Role required: itil or admin

## Procedure

1.  Navigate to **Workspaces** > **Service Operations Workspace**.

2.  Select the **List** \(\[Omitted image "list-icon-new.png"\] Alt text:\) icon.

3.  Select **Interactions** > **Open**.

4.  Select the interaction record.

5.  Select the **Collaborate** icon \(\[Omitted image "collab-icon-02.png"\] Alt text:\) from the contextual side panel.

6.  Select **Start Microsoft Teams chat**.

7.  In the **Start Microsoft Teams chat** dialog box, specify the participants.

8.  To start a chat conversation, perform the following actions.

    1.  In the **Collaborate** panel, select the plus sign \(+\), and select **Start Microsoft Teams chat**.

    2.  In the **Start Microsoft Teams chat** dialog box, specify the participants.

    3.  To specify more chat options, select **Show more chat options** and specify a client.

        You can choose the Microsoft Teams application or the Microsoft Teams web application.

    4.  Select **Start Chat**.

        -   A chat conversation is initiated in Microsoft Teams.
        -   All automatic chats are automatically imported to the **Collaborate** panel.
9.  To view a chat conversation, select the more options icon \(\[Omitted image "more-options-card.png"\] Alt text:\) on the chat and select **View chat**.

10. To import a chat conversation, perform one of the following actions.

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Option

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Description

</th></tr></thead><tbody><tr><td id="d102183e248">

**Import a chat from any conversation**

</td><td>

1.  Select the plus sign \(+\) and select **Import Microsoft Teams chat**.
2.  Under the **Choose a conversation to view details** section, select a conversation that you want to import.
3.  Select the chat and then select **Import**.


</td></tr><tr><td id="d102183e278">

**Import a chat from a conversation in which you are a member**

</td><td>

1.  From the conversation that you are a member of, select the more options icon \(\[Omitted image "more-options-card.png"\] Alt text:\) and select **View chat**.
2.  Select the filter chat messages icon \(\[Omitted image "filter-icon.png"\] Alt text:\) and select the type of messages you want to view.
3.  Select the required messages and then select **Import**.


</td></tr></tbody>
</table>
**Parent Topic:**[Interaction Management in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/interaction-sow.md)

**Related topics**  


[Create an interaction in Service Operations Workspace]()

[Work on an interaction in Service Operations Workspace]()

[Associate an interaction with a task record]()