---
title: Request-based chat - Start chat with guest user from a record
description: Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/start-request-based-chat-with-guest.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [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]
---

# Request-based chat - Start chat with guest user from a record

Start a Microsoft Teams chat with the guest user of an external and allowed domain through a record.

## Before you begin

The guest user must be authenticated with chat access. For more information, see [Enable chat access for guest users](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/enable-guest-chat-access-st.md) for self-configured app and [Enable chat access for a guest user](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/enable-guest-chat-access-mt.md) for pre-published app instances.

The guest users list is fetched from the Microsoft Entra ID. For more information, see [Guest access in Microsoft Teams](https://docs.microsoft.com/en-us/microsoftteams/guest-access).

Role required: agent

## About this task

For information about starting a chat with an external user who is not added in the allowed-guest domains list, see [Add or invite people outside your Teams org to a chat](https://support.microsoft.com/en-us/office/add-or-invite-people-outside-your-teams-org-to-a-chat-6897ab47-9f60-4db6-8b95-18599714fe57).

## 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.  On the form, fill in the fields.

    |Field|Description|
    |-----|-----------|
    |Assignment group|Search and select **Teams group**.|
    |Short description|Description of the chat purpose.|

5.  Right-click in the form header and select **Save**.

6.  Select **Start Microsoft Teams Chat**.

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

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

8.  Select **Start Chat**.

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

    The chat opens in the Microsoft Teams application.


## Result

All team members see an announcement message in the Microsoft Teams channel thread that the team owner has added a guest and the guest name is listed. A tag in the upper-right corner of the channel thread indicates the number of guests on the team and a **\(Guest\)** label appears next to each guest name.

**Note:**

A tag with the label **External** indicates that a user is guest and not present in the allowed-domain.

**Parent Topic:**[Agent actions](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/agent-sn-ms-teams.md)