---
sourceDocument: Zurich IT Service Management
sourceDocumentLink: https://www.servicenow.com/docs/r/zurich/it-service-management

 Release :

    - zurich

ft:locale :

    - en-US

ft:publication_title :

    - Zurich IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Interaction Management in Service Operations Workspace

# Interaction Management in Service Operations Workspace {#ariaid-title1}

Release version: Zurich  
Updated July 31, 2025  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to an incoming chat, phone, walk-up, or messaging interactions faster.

## Details tab {#interaction-sow__section_ans_3xv_5sb}

This tab displays the detailed information of an interaction. For information about fields in this section, see [Create an interaction in Service Operations Workspace](https://www.servicenow.com/docs/Yif2hwewdn~WBotqnAtodw "Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.").

From the Compose section, you can add work notes for the interaction.

For information about how you can configure fields in this tab, see [Configure a task record form in Service Operations Workspace](https://www.servicenow.com/docs/mls1hYrv0ylCPyrdEZgq2w "Configure a task record form in Service Operations Workspace by modifying the form layout or related lists from the classic ServiceNow AI Platform user interface.").

## Related records tab {#interaction-sow__section_uht_4zv_5sb}

This tab provides a list view of the records associated with the interaction, for example, tasks related to this interaction, incidents related to the requester, and tasks related to the requester. You can add a record, create a
record, or remove it from the interaction.

## Contextual side panel {#interaction-sow__section_lmm_z1w_5sb}

From this section, you can view record information, requester information, add attachments, and create templates for reuse.

For information about Interaction Management, see [Interaction Management](https://www.servicenow.com/docs/access?context=interaction-management&version=zurich&pubname=zurich-servicenow-platform&ft:locale=en-US).
* **[Create an interaction in Service Operations Workspace](https://www.servicenow.com/docs/Yif2hwewdn~WBotqnAtodw)**   
  Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.
* **[Work on an interaction in Service Operations Workspace](https://www.servicenow.com/docs/3tuW66MvErbm8NI7tkAhsQ)**   
  Work on customer conversations to resolve issues.
* **[Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://www.servicenow.com/docs/PMO3HmBcPra1h~XgHTsv9g)**   
  You can initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders to resolve the issue.
* **[Associate an interaction with a task record](https://www.servicenow.com/docs/XAyqc6mgWkuKiIVH66g02g)**   
  Associating a record to an interaction leverages data to streamline processes, enhance the customer experience, and improve resolution time.
* **[Interaction wrap up with modeless dialog in Service Operations Workspace](https://www.servicenow.com/docs/ysjBpkqAgbGTlvQQ35l2wQ)**   
  Interaction wrap up provides agents with dedicated time after each call or chat to finalize interaction details. Agents can use this time to wrap up their work before starting a new conversation.

**Related concepts**   

* [Live Agent chat in Service Operations Workspace](https://www.servicenow.com/docs/cHxQ3O4tETH9l2JQBYOuHw "Service Operations Workspace enables agents to work on any incident created using Live Agent chat.")
* [Incident Management in Service Operations Workspace](https://www.servicenow.com/docs/yisVNoEW_B5ezHnhPl3PmQ "You can create and manage your incidents in Service Operations Workspace.")
* [Request Management in Service Operations Workspace](https://www.servicenow.com/docs/XfQh9aymx6T6clZWGZZFXw "Service Operations Workspace for Request Management integrates the platform functionality for tier 1 agents into a multi-tab interface that helps agents efficiently manage multiple incidents, catalog requests, and catalog tasks.")
* [Change Management in Service Operations Workspace](https://www.servicenow.com/docs/Z5p__el9tqgcUXMB~74nVA "When a change to your infrastructure or a business service is required, you can create a change request and track it in Service Operations Workspace.")  
**Related tasks**   

* [Play a guided tour in Service Operations Workspace](https://www.servicenow.com/docs/nbtsPQFWUDw~Rk5xfK9XhA "Use the guided tours in Service Operations Workspace for ITSM through a sequence of interactive steps that guide you through a specific concept or process.")
* [Add a user-specific quick link on the ITSM landing page](https://www.servicenow.com/docs/KWde1t8YyawUjrI48uVUSA "Refer to a URL quickly from the Service Operations Workspace landing page.")
* [Create a list in Service Operations Workspace](https://www.servicenow.com/docs/PqJb8a7fCRLMzsR6ONmyyw "Create a list or use an existing list to create a list.")