Import a Microsoft Teams chat as a guest user
Import your Microsoft Teams chat with an external organization user as a guest user.
Before you begin
Role required: agent
About this task
This procedure is accomplished through the classic ServiceNow® user interface. For information about the same procedure accomplished through the workspace, see Import messages from Agent Workspace.
When a guest imports a chat, attachments are not uploaded to the record. Attachments appear as a link to the file on the Microsoft OneDrive application.
Procedure
Launch Microsoft Teams.
Navigate to ServiceNow for Microsoft Teams > Employee Center > My Requests.
Open the ticket that you want to work on in your ServiceNow instance.
Select Import messages from Microsoft Teams.
On the Import messages from Microsoft Teams form, select the Show conversations list and determine the conversations to display.
- To list all the conversations created for the record, select Started from this record.
- To list all conversations related to the logged-in agent, select Started from this record.
- Select the Select a conversation list and choose the messages, files, and the images you want to import.
On the Import messages from Microsoft Teams form, select the Import messages as list and choose the location to append the imported messages.
- To append the imported messages in the Additional comments field and allow customers to view messages, select Additional comments.
- To append the imported messages in the Work notes field and keep the messages internal, select Work notes.
- Select Import.
Parent Topic:Request-based chat - Start and import chat as guest user from classic view