---
title: Import messages from a universal request
description: As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/employee-experience-foundation/ur-ms-teams-use-import-msgs.html
release: australia
product: Employee Experience Foundation
classification: employee-experience-foundation
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Manage chat messages from a record, Agent actions, Use Microsoft Teams for Universal Request, Use Microsoft Teams integration for Employee Experience, Use, ServiceNow for Microsoft Teams and Microsoft 365, Unified Employee Experience, Employee Service Management]
---

# Import messages from a universal request

As an agent, import a conversation with a requester from Microsoft Teams. Append the conversation in the activity stream of the record to store all the important messages in the ServiceNow instance.

## Before you begin

Role required: agent

## About this task

Importing messages helps you to view the history of the ticket. The requester can see all discussions about their ticket in one place. Importing helps to capture the information required for post-ticket review and continuous improvement processes.

## Procedure

1.  Navigate to **Universal Request** > **All**.

2.  Open the universal request that you want to work on.

3.  In the **Related Links** section, select **Import messages from Microsoft Teams**.

    You receive a prompt to log in to Microsoft Teams if you are not logged in.

4.  Click **Accept**.

5.  On the form, fill in the fields.

<table id="table_tjg_yp5_knb"><thead><tr><th align="left">

Field

</th><th align="left">

Description

</th></tr></thead><tbody><tr><td>

Show conversations

</td><td>

Option to show conversations. Choices are as follows:-   **Started from this record**: Lists all the communication tasks created for the record.
-   **List all conversations**: Lists all conversations by the logged-in agent.


</td></tr><tr><td>

Select a conversation

</td><td>

Conversation whose messages are imported for the record.

</td></tr><tr><td>

Import messages as

</td><td>

Option to import messages into the record. Choices are as follows:-   **Additional comments**: The messages will be appended under the Additional comments.
-   **Work notes**: The messages will be appended under the Work notes.


</td></tr></tbody>
</table>6.  Select the messages, files, and images that you would like to import.

7.  Click **Import messages**.


**Parent Topic:**[Manage chat messages from a record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/employee-service-management/employee-experience-foundation/ur-mst-use-start-import-chat.md)