How do I start an internal conversation?

Messaging is the centralized hub for communication and team collaboration to initiate the conversation with other resources within your organization. You can start an internal conversation with other agents (or subject matter experts) to assist you in resolving a service request, through various channels.

Here's how you start an internal conversation:

1. Open the Service Request Overview page for the service request where you want to initiate a conversation.

2. In the Action Bar, enter Start, and select Start Internal Conversation from the list.

   The Internal Conversation panel is displayed.

3. Select a Channel Type based on the type of message you want to create, and select the corresponding Channel:

   If the Channel Type is	Here's What You Can Do	Channel to Select
   Email	Send an email to the selected recipients.	Email channel Note: You must check with your administrator and select the appropriate email channel: While communicating with a subject matter expert, use the channel that your administrator has created for internal conversations. For example: [e-mail]. The subject matter expert's reply is sent to Conversation Message. While communicating with a customer, use the channel that your administrator has created for conversations with customers. For example: [e-mail]. The customer's reply is sent to SR Message.
   Slack	Send a message to a single Slack channel, or to multiple Slack users. Note: You can't send a message to the following: Multiple Slack channels A combination of a Slack channel and one or more Slack users. You can send and receive attachments when communicating one-on-one with a user, or when communicating with a channel in Slack.	Slack workspace
   Web	Send a message to the selected recipient within the Service Center application.	Web
   Microsoft Teams	Send a message to a single Microsoft Teams channel or to multiple Microsoft Teams users. Note: You can't send a message to the following: Multiple channels A combination of a channel and a user You can send and receive attachments when communicating one-on-one with a user, but not when communicating with a channel in Microsoft Teams.	Select a tenant. If there's only one tenant, it will be selected by default.

4. Select the recipients of the message in the To field.

   For Email channel type, you can also optionally select from the Cc and Bcc fields.

   Start typing a few characters and select the recipients from the All Resources list. You can also add additional recipients that aren't in the list.

5. Enter the content of the message.

   You can use SmartText entries by typing #.

6. To add an attachment to your message, click the Attachment icon and select the file to attach.

7. Click Send.