---
title: Start a conversation
description: You can start a message thread with Impact Experts.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/start-conversation-store.html
release: australia
topic_type: task
last_updated: "2026-10-09"
reading_time_minutes: 1
breadcrumb: [Impact Conversations, Using Impact, Impact]
---

# Start a conversation

You can start a message thread with Impact Experts.

## Before you begin

Complete the Guided Setup to see the data from *ServiceNow* IDI.

Role required: Impact user or Impact executive

## About this task

When you need support from the Impact Squad while you're on pages such as Initiatives, Accelerators, value management, or platform health, you can start a conversation.

## Procedure

1.  Select **Conversations** or the chat icon in the Impact page.

    Existing conversations appear on the **Conversations** panel. If there are no prior conversations, a prompt appears to start one.

2.  In the **New conversation** dialog, enter a brief subject in the **Subject** field.

3.  In the **Category** list, select one of the following:

    -   **General**
    -   **Health**
    -   **Business Category**
    -   **Business Outcomes**
    -   **Future needs and upgrades**
    The next field appears in context with the **Category** you select. For example, if you selected Business objectives as **Category**, the next field is a list of business objectives applicable for that instance.

4.  Search for and select one or more recipients in the **Send to** field.

5.  Enter your message in **How can we help?**

6.  Attach supporting files by dragging them into the upload area or selecting **+ Add file**.

    **Note:** Supported file types are JPG, PDF, XML, PNG, and DOCX.

7.  Select **Start Conversation**.

    The conversation is created and appears in the Impact Conversation workspace.

8.  To discard the conversation, select **Cancel**.


## What to do next

For working with the features available in the **Conversations** workspace, see [Working with Conversations](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/impact/working-with-conversations.md).