---
title: Agent actions
description: Agents can work on the service-related tickets created by the employees.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/agent-sn-ms-teams.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: concept
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [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]
---

# Agent actions

Agents can work on the service-related tickets created by the employees.

-   **[Request based chat - Start and import chat from classic view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/initiate-conversation-requester.md)**  
Initiate a conversation with the requester to resolve the ticket.
-   **[Request-based chat - Start and import chat from Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/initiate-chat-agent-workspace.md)**  
Initiate a conversation with the requester to resolve the ticket.
-   **[Request-based chat - Start chat with guest user from a record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/start-request-based-chat-with-guest.md)**  
Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.
-   **[Request-based chat - Start and import chat as guest user from classic view](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/start-import-req-based-chat-as-guest.md)**  
You can start a Microsoft Teams chat with an external organization user and import chat after you are invited to their chat.
-   **[Promote chat to a call from workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/initiate-call-from-chat.md)**  
As an agent, you can initiate a chat with the caller from the workspace to quickly resolve the issue.
-   **[Add communication plan from MIM workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/add-communication-plan-mim-workbench.md)**  
You can create a new communication plan or add a new communication task to an existing communication plan from the workbench.
-   **[Add collaborative communication task from MIM workbench](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/add-collab-comm-task-mim-workbench.md)**  
You can create a communication plan or add a new communication task to an existing communication plan from the workbench.

**Parent Topic:**[Use ITSM and HRSD integrations with Microsoft Teams](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/user-sn-ms-teams.md)