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{'Request-based chat': 'Chat as guest from classic view'} › 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 › Unified Employee Experience › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

Start a Microsoft Teams chat as a guest user

Start a Microsoft Teams chat as a guest user with an external organization user.

Before you begin

You must have received and accepted an invitation as a guest user either in email or through Microsoft Teams.

Role required: agent

About this task

This procedure is accomplished through the classic ServiceNow UI. For information about the same procedure accomplished through the workspace, see Request-based chat - Start and import chat from Start Microsoft Teams chat action.

Procedure

  1. Launch Microsoft Teams.

  2. Navigate to ServiceNow for Microsoft Teams > Employee Center > My Requests.

  3. Open the ticket that you want to work on in your ServiceNow instance.

  4. Select Start Microsoft Teams Chat.

  5. Log in to your Microsoft email account if prompted.

  6. Select the user that you want to chat with.

    You can select the requester, employees, or multiple guests from different domains.

  7. Select Start Chat.

    On a web client, the domain-associated Tenant ID appends to your Microsoft Teams URL.

Result

The chat opens in the Microsoft Teams application.

Parent Topic:Request-based chat - Start and import chat as guest user from classic view