---
title: Initiate a chat with the caller from an incident
description: Initiate a chat with the caller from an incident to discuss about the resolution of an incident.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/itsm-mobile-agent/initiate-chat-incident-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 incidents, My incidents, Managing incidents and tasks using My Work applet, ITSM Mobile Agent, IT Service Management]
---

# Initiate a chat with the caller from an incident

Initiate a chat with the caller from an incident to discuss about the resolution of an incident.

## Before you begin

Role required: itil, itil\_admin, or admin

## Procedure

1.  Open ITSM Mobile Agent app.

2.  In **My work** tab, tap **See All**.

    \[Omitted image "my-work-itsm-mobile.png"\] Alt text: My work.

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

4.  Tap on **Caller**.

    \[Omitted image "caller-incident-itsm-mobile.png"\] Alt text: User 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 display only if the caller has a valid Slack and Microsoft Teams accounts.


**Parent Topic:**[Collaboration with incidents](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/itsm-mobile-agent/collaboration-incident-itsm-mobile.md)