--- sourceDocument: Australia Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/australia/customer-service-management Release : - australia ft:locale : - en-US ft:publication_title : - Australia Customer Service Management ft:clusterId : - csm bundleId : - csm workflow : - Customer and Industry --- # CSM centered chat interaction record page # CSM centered chat interaction record page {#ariaid-title1} Release version: Australia Updated October 20, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read Summarize ![AI sparkle icon](https://servicenow.com/docs/portal-asset/ai-sparkle-icon) Summarized using AI This content was generated using new OpenAI-powered functionality. Results are provided on an as is basis and are not guaranteed to be accurate or complete. ## Summary of CSM centered chat interaction record page The CSM centered chat interaction record page in ServiceNow Customer Service Management (CSM) places the chat component prominently in the center of the workspace. This layout allows agents to efficiently manage live customer chat conversations while simultaneously accessing relevant customer history and interaction details. The page design supports faster issue resolution by consolidating essential information and communication tools in a single view. Show full answer Show less ## Page Structure The page consists of three main panels: * **Left panel:** Contains two tabs---Customer and Interaction. The Customer tab includes a contact or consumer lookup component for searching and verifying customers, along with the Customer History component that shows historical data related to the customer, consumer, or account. The Interaction tab displays interaction record form fields. * **Center panel:** Hosts the chat component where live chat conversations occur. This panel remains hidden if no chat is active. * **Right panel:** Features the contextual side panel with tabs for Recommended Actions, Search, Related Items, Attachments, Templates, and Collaborate to assist agents in resolving customer issues. ## Page Components * **Form heading:** Displays the interaction's short description, action bar, and record tags for organizing records. * **Record tags:** Enable grouping and organization of chat interaction records via multiple tags. * **Action bar:** Contains context-sensitive actions available to agents based on their role and other attributes. * **Contact or consumer lookup component:** Allows agents to find and link customers to interaction records effectively. * **Customer History:** Shows detailed customer or account history and can include live call transcripts if configured. * **Interaction details:** Provides key information such as account, contact, description, and record state. * **Contextual side panel:** Offers tools like recommended actions and related items to support efficient case handling. * **Thin compose modeless dialogs:** Optionally enabled by administrators, this feature lets agents draft work notes or emails in modeless dialogs for streamlined communication. ## Plugin and Configuration This page is part of the CSM Configurable Workspace plugin (com.snc.uib.csmagentworkspace). The default chat interaction page in this workspace positions the chat component in the left panel. To switch to the centered chat interaction record page, administrators must enable the page and adjust its order value within the workspace setup. The CSM centered chat interaction record page displays a chat component in the center of the workspace. This format enables agents to manage customer chat conversations alongside customer history and interaction details. Figure 1. CSM centered chat interaction record page The CSM centered chat interaction record page moves the chat component to the center of the workspace. This layout enables agents to manage chats and view information, such as customer history and interaction details, that help them resolve issues. ## Page structure {#csm-centered-chat-interaction-page__section_hw2_4tg_b2c} The CSM centered chat interaction record page contains three panels.{#csm-centered-chat-interaction-page__table_jx2_dkp_q2c__entry__2} | Panel | Description | |-|-| | Left panel | The left panel includes two tabs: Customer and Interaction. The Customer tab includes the contact or consumer lookup component and customer history. * Contact or consumer [lookup component](https://www.servicenow.com/docs/NYUhPw~5a3uK3baH6KrDpA "Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record."): * Includes the contact or consumer lookup card which agents can use to search for, select, and verify a customer. * When a customer has been selected and linked to an interaction, a card with customer information is displayed at the top of the Customer tab. {#csm-centered-chat-interaction-page__ul_t1f_3q2_yfc} * Customer history: includes the [Customer History component](https://www.servicenow.com/docs/K0JJ1h_smwqheKcrHoeYkw "The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record."), which displays customer, consumer, or account history information, depending on the customer information provided on the interaction record. {#csm-centered-chat-interaction-page__ul_bbd_qnr_vfc} The Interaction tab includes the Interaction record form fields. | | Center panel | The center panel includes the chat component. This panel is hidden when there is no chat conversation. | | Right panel | The right panel contains the [contextual side panel component](https://www.servicenow.com/docs/2Hj8NEuqCTLKWt3e7HsOPA "The contextual side panel component includes different tools that agents can use to research and resolve customer issues."), which includes the following tabs: * Recommended Actions search * Related Items * Attachments * Templates * Collaborate {#csm-centered-chat-interaction-page__ul_ihq_rqf_32c} | [Table 1. CSM centered chat interaction record page structure] {#csm-centered-chat-interaction-page__table_jx2_dkp_q2c} ## Page components {#csm-centered-chat-interaction-page__section_dhd_m2m_ydc} The CSM centered chat interaction page includes the following components.{#csm-centered-chat-interaction-page__table_pk2_g1w_q1c__entry__2} | Component | Description | |-|-| | Form heading | The form heading displays the interaction short description and also includes the action bar and record tags. | | Record tags | Agents can create multiple tags for a record and then use the tags to group and organize records. | | [Action bar](https://www.servicenow.com/docs/AYaIOnDG05XlXGySh45QtA "Use the action bar to access actions such as creating cases, ending chats, and performing additional tasks while working on chat interaction records.") | The action bar contains the actions available to users while working on chat interaction records. Note: The specific actions available are determined by factors such as the user role and other attributes. | | [Contact or consumer lookup component](https://www.servicenow.com/docs/NYUhPw~5a3uK3baH6KrDpA "Use the lookup component on interaction record pages in CSM Configurable Workspace to look up, link, and verify a contact or consumer on an interaction record.") | The Customer tab includes the contact or consumer lookup component. Agents can use this component to search for contacts or consumers and link them to interaction records. | | [Customer History](https://www.servicenow.com/docs/K0JJ1h_smwqheKcrHoeYkw "The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record.") | The Customer History component displays customer, consumer, or account history information, depending on the field selections on the interaction record. This component can also display live call transcript. Note: Live call transcript requires additional configuration. | | Interaction details | The interaction details include information about the interaction including the account and contact, short description, and record state. | | [Contextual side panel](https://www.servicenow.com/docs/2Hj8NEuqCTLKWt3e7HsOPA "The contextual side panel component includes different tools that agents can use to research and resolve customer issues.") | The contextual side panel component includes different tools that agents can use to research and resolve customer issues, including Recommended Actions, related items, and attachments. | | [Thin compose modeless dialogs](https://www.servicenow.com/docs/VHnZ5wGCC3dEZmXeTuBg7w#csm-front-line-case-page-modeless-dialogs__section_nws_1rs_rfc) | Thin compose modeless dialogs enable agents to initiate a work note or email in the activity stream and then open the text in a modeless dialog. Note: For the CSM centered chat interaction record page, the thin compose modeless dialogs feature is hidden by default and can be enabled by the admin. | [Table 2. CSM centered chat interaction record page components] {#csm-centered-chat-interaction-page__table_pk2_g1w_q1c} ## Plugin information {#csm-centered-chat-interaction-page__section_o55_jmc_xkc} The CSM centered chat interaction page template and record page are included with the CSM Configurable Workspace plugin (com.snc.uib.csm_agent_workspace). ## Default interaction record page in CSM Configurable Workspace {#csm-centered-chat-interaction-page__section_fnk_3gw_wkc} The [CSM Interaction record page](https://www.servicenow.com/docs/vmxBXO8WjzhhaX3Oic~KXg "The CSM Interaction record page provides CSM interaction management features and functionality and enables agents to accept and respond to live chats, calls, email and SMS messages.") is the default experience for chat interaction in CSM Configurable Workspace. This page includes the chat component in the left panel. To use the CSM centered chat interaction record page in CSM Configurable Workspace, enable the page and set the Order value. For more information, see [Set record page order](https://www.servicenow.com/docs/wLYtfZwhgK1MmzWo5CSoVA "Set the order value of a record page to determine the default page for displaying records in CSM Configurable Workspace.").