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A conversation is the record operators use to follow a request from intake to resolution. It has a stable reference number, requester, status, priority, assignment team, and assignee. Messages can arrive through Slack, Microsoft Teams, email, or operator-created work. Team members work from one record in Conversations while requesters continue in the external channel.

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Create a conversation for someone else

You can choose another active workspace member as the Requester if you have Viewer or higher access to any active team with Conversations or Assets enabled. Organization Admins and Owners also qualify. The destination team can differ from the team that gives you this access.
1

Open New conversation.

From Conversations, select New conversation.
2

Choose the requester.

In Requester, select the person who needs help.
3

Choose the destination team.

In Team, choose a team with Conversations enabled. You can choose a team you do not belong to.
4

Describe the request.

Enter Subject and Details.
5

Create the conversation.

Select Create conversation. Flow records you as the opener and the selected person as the requester.
For example, an IT Viewer can file an HR conversation for a colleague without joining HR. Creating it does not grant access to HR’s queue or private conversation history. Your existing permissions still determine what you can read or change. You can follow the filed conversation’s requester view, which excludes private team notes. Without qualifying team access or an organization administrator role, the form fixes Requester to yourself. If that access disappears while the form is open, Flow resets the requester to you and clears the selected asset. Your subject and details stay in the draft. Choosing another requester does not grant permission to start automations or act in connected applications as that person. Catalog requests have their own eligibility and approval rules. See Permissions.

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Filter conversations by status

Use the Status chip next to the assignment filters to choose which conversations appear. The assignment counts use the same status selection as the list.
  • Status: Active excludes resolved, closed, and canceled conversations.
  • Status: All includes conversations in every status you can access.
Home starts with Status: Active. The Conversations page starts with Status: All. Changing the status selection keeps your assignment filter. On the Conversations page, it also keeps your search and other filters. Selecting specific values in State updates the Status chip to show that selection.

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Conversation views

Content from Chat with Flow and Work notes is not sent to the requester. Put anything the requester should receive in Requester chat.

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Reply to a requester

1

Open the conversation.

From the Conversations page, select the conversation.
2

Read the Requester chat.

Select Requester chat to read the existing thread and its channel context.
3

Choose a channel.

Choose an available route under Communication Channel.
4

Send the reply.

Write the reply and select Send.
Flow currently offers Slack and email reply routes when the conversation contains a valid route back to the requester. The selector shows only the routes available for that conversation.

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Keep internal and requester context separate

1

Explore in Chat with Flow.

Select Chat with Flow to explore an answer or next action.
2

Record context in Work notes.

Add operational context to Work notes when the team needs it later.
3

Move relevant information to Requester chat.

Move only the relevant requester-facing information into Requester chat.
4

Confirm before resolving.

Before resolving the conversation, confirm that the requester received any closing message your process requires.
The conversation side rail can include:
  • Approval decisions
  • Executed automations
  • Linked access requests
  • Related records from a connected ticketing system
  • Relevant knowledge and linked assets
  • Recent activity
These sections appear only when the conversation has related data. Use them to understand what happened before asking the requester to repeat information. Flow can summarize the known issue, suggest next steps, and check related approvals or automations. It does not treat facts missing from the current record as known.