--- sourceDocument: Brazil Customer Service Management sourceDocumentLink: https://www.servicenow.com/docs/r/customer-service-management Release : - brazil ft:locale : - en-US ft:publication_title : - Brazil 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: Brazil Updated October 20, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 minutes to read 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/t63~irdGmsVma5NAWFqwVQ "Use the lookup component on interaction record pages in CRM 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/nPeZP~UGFGvcZLZkcWFfIQ "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/kfmB0HPpIs2RqqhVMDZBPA "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/dYIDSc8vJaurOfQlYh3VZA "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/t63~irdGmsVma5NAWFqwVQ "Use the lookup component on interaction record pages in CRM 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/nPeZP~UGFGvcZLZkcWFfIQ "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/kfmB0HPpIs2RqqhVMDZBPA "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/NxwY8BIbtxEU_rRDhYbdBA#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 CRM Workspace plugin (com.snc.uib.csm_agent_workspace). ## Default interaction record page in CRM Workspace {#csm-centered-chat-interaction-page__section_fnk_3gw_wkc} The [CSM Interaction record page](https://www.servicenow.com/docs/iEdBl9wpGrw~2iHE95xhsg "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 CRM Workspace. This page includes the chat component in the left panel. To use the CSM centered chat interaction record page in CRM Workspace, enable the page and set the Order value. For more information, see [Set record page order](https://www.servicenow.com/docs/97WXZHdYH9U4Td~CWEU_sA "Set the order value of a record page to determine the default page for displaying records in CRM Workspace.").