Using the Related Records tab in the contextual side panel
- UpdatedJul 31, 2025
- 3 minutes to read
- Zurich
- Customer Service Management
Agents can view, search, and sort the records in the Related Records tab in the contextual side panel.
The Related Records tab displays related records that dynamically change based on the context
of the current record or playbook activity. The records that are displayed in the Related
Records tab depend on the following settings:
| Task | Steps |
|---|---|
| View related records in the contextual side panel | Click the Related Records tab ( Related records appear in the list in a card format. The initial set of records displayed in the list is determined by the record type selected in the filter at the top of the list. |
| Select the type of related record to view | Use the filter at the top of the Related Records list to select the type of related
records to view. Agents can also use the filter to see the current selection.
The dropdown menu includes the related lists that have been configured for the parent record. |
| Search the related records list | Use the search field at the top of the Related Records list to perform a text search.
Records that match the search text are highlighted.
Note: The search field is grayed out if search is not available for the selected type of
related records. |
| Open a related record in a sub-tab | Click a card in the Related Records list to open the record in a sub-tab under the parent record. In the sub-tab, the agent can view the record details and perform available actions. |
| Open the related record list in a list view in a sub-tab | Click the list view icon ( ) to display the related records in a list view in a sub-tab under the parent
record. |
| Create a new record for the selected related list | Create a new record for the record type currently selected in the Related Records list.
This action opens a new record form in a sub-tab under the parent record.
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) to view the Related Records list.
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) at the top of the Related Records list.