---
title: Impact Conversations
description: Help Impact customers and squads to collaborate in the context of outcomes, accelerators, initiatives, platform health and other Impact entities.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/impact-conversations\_store.html
release: australia
topic_type: concept
last_updated: "2026-10-09"
reading_time_minutes: 1
breadcrumb: [Using Impact, Impact]
---

# Impact Conversations

Help Impact customers and squads to collaborate in the context of outcomes, accelerators, initiatives, platform health and other Impact entities.

## Conversations overview

The Conversations feature in ServiceNow Impact provides a structured, human-assisted messaging channel between customers and Impact Squad. Users can initiate, manage, and track topic-specific conversations directly within their platform instance. It replaces the need for customers to access Conversations via *IDI*

## Key capabilities

-   Manage organized conversation: View conversations with clear status indicators \(Open/Closed\) and category tags that help track active and past discussion threads.
-   Create structured conversation: Start conversations through a guided form that captures a subject, category, recipient, and message while maintaining the context.
-   Route conversations based on category: Direct conversations with the right team based on categories such as General, Health, Business Objectives, Business Outcomes, Future needs and upgrades.
-   Continue the Conversation: Existing conversation history migrates automatically. Users resume from the point of migration with no loss of context.
-   Share files: Upload attachments in both the creation dialog and the active chat panel to share relevant documents inline.
-   Receive responses: Real ServiceNow team members respond to the messages in conversations.

This channel gives users direct access to expert guidance on platform health, business goals, and future planning.

**Note:** Messages flow between the Impact Store Application and the *Impact Delivery Instance* via Service Bridge, so users and squad members see the same conversation regardless of where they send messages.

**Related topics**  


[Start a conversation](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/start-conversation-store.md)

[Working with Conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/working-with-conversations.md)