---
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


---

# Collaborate component

# Collaborate component {#ariaid-title1}

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the Collaborate component in CRM Workspace to communicate with stakeholders and gather information for case resolution.
Figure 1. Collaborate component with multiple configured communication services

Customer service agents can use the Collaborate component to initiate chats and calls with other agents, requestors, and subject matter experts.

The Collaborate component requires configured integrations with communication services such as Microsoft Teams, Slack, and Zoom. When no integrations have been configured, agents can use the Collaborate component to start
Sidebar discussions.  
The Collaborate component is available as the last tab in the contextual side panel in CRM Workspace. The Collaborate component is available on all CRM Workspace [record pages](https://www.servicenow.com/docs/6NiC5io4SB2QQoVBgoYzjg "Use record pages to display information in CRM Workspace. Use page templates to create record pages.") where the table is set to one of the following:

* Interaction \[interaction\]
* A child of the Task \[task\] table, such as the Case table \[sn_customerservice_case\]
{#csm-config-ws-collaborate-component__ul_ivl_1kr_23c}

Users with the sn_uib_collab.user role can see the Collaborate component on workspace pages. This role is included with the interaction_agent role, which is included with the sn_esm_agent role.

## Collaborate component features {#csm-config-ws-collaborate-component__section_rps_14x_23c}

The Collaborate component includes two tabs: Chat and Calls. These tabs show the active and completed chats and calls in card format.  
Note:  
When no integrations have been configured, the Collaborate component displays the Chat tab and includes the Start Sidebar discussion option. Agents can select this option to start a Sidebar discussion.  
The component also includes the following:

* An Add (+) icon that agents can use to initiate new chats and calls. The selections available in this menu depend on the configured integrations, such as Microsoft Teams and Zoom.
* Search bar: use to quickly find a chat or call.
* Filter icon: use to filter and sort the conversations.
{#csm-config-ws-collaborate-component__ul_d2s_d4x_23c}

## Collaborate component integrations {#csm-config-ws-collaborate-component__section_sqf_p4x_23c}

The Collaborate component requires configured integrations with communication services such as Microsoft Teams, Slack, and Zoom. For more information, see [Collaboration services](https://www.servicenow.com/docs/access?context=collab-services-tcm&version=brazil&pubname=brazil-it-service-management&ft:locale=en-US).  
The Collaborate component includes the Sidebar feature. Agents can collaborate with others through Sidebar discussions. For more information, see the following topics:

* [Exploring Sidebar](https://www.servicenow.com/docs/access?context=exploring-sidebar&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
* [Sidebar and Microsoft Teams](https://www.servicenow.com/docs/access?context=sidebar-teams-overview&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
* [Using Sidebar](https://www.servicenow.com/docs/access?context=using-sidebar&version=brazil&pubname=brazil-conversational-interfaces&ft:locale=en-US)
{#csm-config-ws-collaborate-component__ul_x3d_nzx_23c}

The Collaborate component can also be configured to use different communication tools such as Microsoft Teams or Zoom. Agents can see the available configurations by selecting the Add icon.

## Collaborate component extension points {#csm-config-ws-collaborate-component__section_qcw_dmr_23c}

Customers can implement the following extension points to customize conditions for visibility of the Call and Chat tabs in the Collaborate component:

* sn_uib_notify.NotifyUIBVisibility
* sn_uib_collab.ContextualPanelVisibility
{#csm-config-ws-collaborate-component__ul_fts_hmr_23c}