CSM Workspace : To configure activity tab in CSM workspaceand chat window enablement

[Sonal7]

I have requirement to enable chat window in CSM Workspace and configure activity tab (Interaction table setup). 

I have activated 'customer central' plugin and still the activity tab doesn't show up in CSM workspace Interaction record. 
I appreciate the help for the same, also want to know how to enable chat in csm workspace. 

Thank you. 

[Schaganti]

Hi @Sonal7,

Here's guidance for both your requirements:
1. Activity Tab not showing in CSM Workspace Interaction Record

Activating the Customer Central plugin is the first step, but you also need to manually configure the Activity tab in the Workspace layout. Here's what to check:

• Go to CSM Workspace > Configuration > Form Layouts and find the Interaction table layout. Add the Activity related list/formatter if it's not already there.
• Verify the user has roles like sn_customerservice.agent or sn_customerservice_workspace — missing roles can hide tabs.
• Also check UI Policies and ACLs that may be restricting the Activity tab visibility.
• If on a newer version, ensure the csm_workspace scoped app is fully updated.

2. Enabling Chat Window in CSM Workspace

To enable chat in CSM Workspace:

• Ensure Advanced Work Assignment (AWA) is configured and the agent has the sn_awa_agent role.
• Navigate to CSM Workspace Configuration and enable the Chat Channel from the channel settings.
• Verify that Connect Support or Messaging is activated under plugins.
• The agent must be set as Available in their workspace to receive chats.

Hope this helps! 

[Sonal7]

Thank you for the guidance. 
Looks like sn_customerservice.agent or sn_customerservice_workspace, sn_awa_agent roles itself are not available in my PDI even though I have activated CSM and AWA. So because of this I am not able to find CSM Workspace > Configuration > Form Layouts and find the Interaction table layout. 

[Schaganti]

Hi @Sonal7,

This is a common PDI issue — even after activating the plugins, roles don't always get assigned automatically to your user. Here's a quick fix:

Go to User Administration > Users and open your user record
Scroll down to the Roles tab
Click Edit and manually add these roles:
sn_customerservice.agent
sn_customerservice_workspace
sn_awa_agent
Save and log out and log back in
Once the roles are assigned you should be able to access CSM Workspace and see the Configuration > Form Layouts option.

Give that a try and let us know if it works!