Initiate a chat with the caller from an incident

task brazil Updated Sep 10, 2026 1 min read initiate-chat-incident-itsm-mobile.md

Raw file servicenow.com

Initiate a chat with the caller from an incident to discuss the resolution of an incident.

Before you begin

Role required: itil, itil_admin, or admin

Procedure

Open the ITSM Mobile Agent app.
On the My work tab, tap See All.

[Omitted image "my-work-itsm-mobile.png"] Alt text: My work.
Tap the incident record you want to work on.
Tap Caller.

[Omitted image "caller-incident-itsm-mobile.png"] Alt text: User details in ITSM Mobile Agent
Do one of the following:

Option Action

Initiate chat in Slack Tap the Slack contact.

Initiate chat in Microsoft Teams Tap the Microsoft Teams contact.

[Omitted image "user-details-2-itsm-mobile.png"] Alt text: User details in ITSM Mobile Agent

Note: The Slack and the Microsoft Teams contacts display only if the caller has valid Slack and Microsoft Teams accounts.

Option	Action
Initiate chat in Slack	Tap the Slack contact.
Initiate chat in Microsoft Teams	Tap the Microsoft Teams contact.

Parent Topic:Collaboration with incidents

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---
title: Initiate a chat with the caller from an incident
description: Initiate a chat with the caller from an incident to discuss the resolution of an incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/it-service-management/itsm-mobile-agent/initiate-chat-incident-itsm-mobile.html
release: brazil
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Collaboration with incidents, Work on incidents assigned to you, Managing incidents and tasks using the My Work applet, ITSM Mobile Agent, IT Service Management]
---

# Initiate a chat with the caller from an incident

Initiate a chat with the caller from an incident to discuss the resolution of an incident.

## Before you begin

Role required: itil, itil\_admin, or admin

## Procedure

1. Open the ITSM Mobile Agent app.

2. On the **My work** tab, tap **See All**.

\[Omitted image "my-work-itsm-mobile.png"\] Alt text: My work.

3. Tap the incident record you want to work on.

4. Tap **Caller**.

\[Omitted image "caller-incident-itsm-mobile.png"\] Alt text: User details in ITSM Mobile Agent

5. Do one of the following:

|Option|Action|
|------|------|
|Initiate chat in Slack|Tap the Slack contact.|
|Initiate chat in Microsoft Teams|Tap the Microsoft Teams contact.|

\[Omitted image "user-details-2-itsm-mobile.png"\] Alt text: User details in ITSM Mobile Agent

**Note:** The Slack and the Microsoft Teams contacts display only if the caller has valid Slack and Microsoft Teams accounts.

**Parent Topic:**[Collaboration with incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/brazil/markdown/it-service-management/itsm-mobile-agent/collaboration-incident-itsm-mobile.md)