---
title: Initiate a chat with the caller from a major incident
description: Initiate a chat from a major incident record to discuss about the resolution of the issue.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/initiate-chat-caller-major-inc-itsm-mobile.html
release: australia
product: ITSM Mobile Agent
classification: itsm-mobile-agent
topic_type: task
last_updated: "2026-03-12"
reading_time_minutes: 1
breadcrumb: [Collaboration with major incidents, Managing major incidents using Major Incident applet, ITSM Mobile Agent, IT Service Management]
---

# Initiate a chat with the caller from a major incident

Initiate a chat from a major incident record to discuss about the resolution of the issue.

## Before you begin

Role required: major\_incident\_manager, itil, itil\_admin, or admin

## Procedure

1.  Open ITSM Mobile Agent app.

2.  Tap **Major incidents** tab, tap **See All**.

    \[Omitted image "major-incident-itsm-mobile.png"\] Alt text: See All in major incidents tab.

3.  Tap the major incident record you want to work on.

4.  Tap **Caller**.

    \[Omitted image "major-inc-caller-itsm-mobile.png"\] Alt text: Major incident details in ITSM Mobile Agent.

5.  Do one of the following:

    |Option|Action|
    |------|------|
    |Initiate chat in Slack|Tap on the Slack contact.|
    |Initiate chat in Microsoft Teams|Tap on the Microsoft Teams contact.|

    \[Omitted image "user-details-2-itsm-mobile.png"\] Alt text: User details in ITSM Mobile Agent.

    **Note:** The Slack and the Microsoft Teams contacts will be displayed only if the caller has a valid Slack and Microsoft Teams accounts.