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 help desk request, through various channels.

Here's how you start an internal conversation:

1. Open the Help Desk Request Overview page for the help desk 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
   Slack	Send a message to a single Slack channel, or to multiple Slack users.	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.	Microsoft Teams

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.