Import messages from Agent Workspace

task brazil Updated Sep 10, 2026 1 min read import-messages-agent-workspace.md

You can import the conversation with a user from the agent workspace and append them in the Comments to store all the important messages in the ServiceNow.

Before you begin

Role required: user

Procedure

Navigate to an open ticket in your ServiceNow instance from agent work space.

Record	Description
Incident	Navigate to Incident > Open. Open the record that you want to work on.
Change Request	Navigate to Change > Open. Open the record that you want to work on.
Request Item	Navigate to Requests > Open Requests. Open the record that you want to work on.

From the Start Microsoft Teams Chat menu, select Import messages.

[Omitted image "import-messages-agent-workspace.png"] Alt text: Option to import messages.

Note: If you aren't logged in, you receive a prompt to log into Microsoft Teams.
Select the messages that you would like to import, then select Import messages.

Parent Topic:Request-based chat - Start and import chat from Workspace

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---
title: Import messages from Agent Workspace
description: You can import the conversation with a user from the agent workspace and append them in the Comments to store all the important messages in the ServiceNow.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/employee-service-management/employee-experience-foundation/import-messages-agent-workspace.html
release: brazil
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Request-based chat - Chat from Workspace, 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]
---

# Import messages from Agent Workspace

You can import the conversation with a user from the agent workspace and append them in the **Comments** to store all the important messages in the ServiceNow.

## Before you begin

Role required: user

## Procedure

1.  Navigate to an open ticket in your ServiceNow instance from agent work space.

    |Record|Description|
    |------|-----------|
    |Incident|Navigate to **Incident** &gt; **Open**. Open the record that you want to work on.|
    |Change Request|Navigate to **Change** &gt; **Open**. Open the record that you want to work on.|
    |Request Item|Navigate to **Requests** &gt; **Open Requests**. Open the record that you want to work on.|

2.  From the **Start Microsoft Teams Chat** menu, select **Import messages**.

    \[Omitted image "import-messages-agent-workspace.png"\] Alt text: Option to import messages.

    **Note:** If you aren't logged in, you receive a prompt to log into Microsoft Teams.

3.  Select the messages that you would like to import, then select **Import messages**.


**Parent Topic:**[Request-based chat - Start and import chat from Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/employee-service-management/employee-experience-foundation/initiate-chat-agent-workspace.md)