---
title: Working with Conversations
description: Learn how to use the various features available in conversations.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/impact/working-with-conversations.html
release: australia
topic_type: reference
last_updated: "2026-10-09"
reading_time_minutes: 2
breadcrumb: [Impact Conversations, Using Impact, Impact]
---

# Working with Conversations

Learn how to use the various features available in conversations.

## Conversations Workspace

The paneled Conversation workspace helps organize conversations:

-   Conversations panel: Select, search, filter, or start a new conversation. It lists all conversations, each showing a status badge \(Open or Closed\), the category, the conversation subject, a preview of the latest message, and the last activity timestamp.
-   Details panel: Read the history, exchange messages using the message input, and share files inline. It displays the selected conversation as a threaded chat.
-   Attachment/Linked Records/People panel: View attachments, link records, and manage participants connected with the selected conversation. Select an icon in the right navigation panel to work with this panel.

**Note:** Select the chat icon in the right navigation panel on Impact pages such as Outcomes, Initiatives, Accelerators, Platform Health to initiate or continue working with a conversation.

The following supported features help with contextual management of conversations:

## Add attachments

Conversations can include references to relevant files. Select the Attach icon on the right navigation pane to attach files.The existing attachments appear in the Attachments panel. If you want to add another file, select the Add button and select the relevant file.

## Link related records

Information related to the conversations appear as related records in the **Related Records** panel. Select the Records icon on the right navigation pane to view related records.

-   If there are no linked records, select **Link Record** button to start linking related records.
-   To link a record to the conversation, select **Link Record** in the ellipsis menu of the record.
-   Select **Unlink Record** to remove the record linked to the conversation.

## Edit conversation details

You may want to update the details of the conversations such as the subject, category, or State.

-   In the **Conversations** workspace, select the **Edit Details** from the ellipsis menu on the details panel.
-   Select **Close Conversation** in the header ellipsis to end the conversation and change the **State** to Closed.
-   Select **Reopen Conversation** in the header ellipsis to reopen a closed conversation.

## Manage conversation participants

During a conversation, if you need another opinion or a clarification, you may want to include or exclude people in an existing conversation. Select the People icon on the navigation pane to view the people in the conversation thread.

-   Include or update conversation participants by selecting **Add People** in the ellipsis menu of the **People** panel.
-   Remove a participant from the conversation by selecting **Remove** from the ellipsis menu on the participant row.
-   Designate one or many participants as the owners of the conversation by selecting **Make conversation owner** from the ellipsis menu on the participant row.

Select **Add People** in the ellipsis menu of the **People** panel to include or update conversation participants.

## Search conversations by Subject

To find a conversation with a specific subject, use the Search icon on the **Conversations** panel to run a keyword search by **Subject**.

## Search conversation by Messages

In the details panel, within a long conversation thread, if you're looking for a specific message, select the Search icon on the navigation pane and press the Enter key.

## Filter conversations

In decision making processes, sometimes, you may have to view conversations according to their Category or State \(Open or Closed\). Select Filter icon in the **Conversations** panel to view the selective conversations.