--- 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 Interaction record page # CSM Interaction record page {#ariaid-title1} Release version: Brazil Updated September 10, 2026 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 3 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 Interaction record page The CSM Interaction record page in ServiceNow CRM Workspace enables customer service agents to manage interactions across live chats, calls, emails, and SMS messages efficiently. It provides a structured view of interaction details and related search results, facilitating seamless communication and case handling within the Customer Service Management (CSM) environment. Show full answer Show less ## Key Features * **Record Presence Feature:** Agents can see other users viewing the same record in real time, enhancing collaboration. User presence icons display in the form header, showing who else is accessing the record. * **Thin Compose Modeless Dialogs:** Allows agents to initiate work notes or emails from the activity stream in a non-intrusive dialog. This feature is hidden by default and requires administrator activation. * **Recommended Actions Tab:** Available in the contextual side panel for Pro customers, it offers AI-powered recommendations including similar incidents and suggested actions tailored to various channels like chat, video, email, and walk-ups. It features: * **AI Search:** Agents can search knowledge articles and other resources relevant to the interaction's short description, refine searches, and interact with articles (share, copy links, flag, mark helpful). * **Suggested Actions:** Displays context-aware actions and field value recommendations to assist agents in resolving cases efficiently. * **Editable Record Header Field:** Agents can directly edit the short description from the record header, streamlining updates without navigating away. * **Collaborate Component:** Enables communication with stakeholders and other users via the contextual side panel to gather information necessary for case resolution. ## Practical Benefits for ServiceNow Customers This page centralizes interaction management, making it easier for agents to respond quickly and effectively across multiple communication channels. The integration of AI search and recommended actions helps reduce resolution times by providing relevant resources and suggested next steps. Collaboration and presence features improve teamwork and information sharing, enhancing overall case handling efficiency. 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. The CSM Interaction record page provides the basic structure for an interaction record, including interaction information and related search results. Figure 1. CSM Interaction record page The CSM Interaction record page is included with the CRM Workspace experience. ## Record presence feature {#csm-interaction-record-page__section_j3d_fyf_2xb} The CSM default record page and the CSM Interaction record page include the record presence feature. This feature allows agents to see other users who are viewing the same record and enables easy collaboration. The user presence component displays an icon in the form header that shows the user who is currently viewing the record. For three or more users, the component displays two icons plus a number that represents additional users. * Hover over an icon to see more information about a user. * Click the number icon to see more information about the additional users. {#csm-interaction-record-page__ul_ys1_ryf_2xb}For more information about this feature, see [User presence](https://www.servicenow.com/docs/access?context=c_UserPresence&version=brazil&pubname=brazil-platform-user-interface&ft:locale=en-US). ## Thin compose modeless dialogs {#csm-interaction-record-page__section_lp2_qlf_dhc} [Thin compose modeless dialogs](https://www.servicenow.com/docs/NxwY8BIbtxEU_rRDhYbdBA#csm-front-line-case-page-modeless-dialogs__section_nws_1rs_rfc) enable agents to initiate a work note or email from the activity stream in a modeless dialog. Note: For the CSM Interaction record page, the thin compose modeless dialogs feature is hidden by default and can be enabled by the admin. ## Recommended Actions feature {#csm-interaction-record-page__section_jx4_fdj_w2c} The Recommended Actions tab is now available as the first tab in the contextual side panel and is enabled for Pro customers. It includes a set of base system recommendations, such as similar incidents and similar open incidents. The Recommended Actions tab includes [AI search](https://www.servicenow.com/docs/rq~XtH_xeaH6xdnrUaB1lw "Enable agents to use AI search in Recommended Actions to find relevant resources or resolutions for customer issues.") functionality and Suggested Actions for the chat, video, email, and walk-up channels on the CSM Interaction record page. * AI search tab: Agents can use AI search to find relevant resources or resolutions for customer issues. The search feature displays an initial set of search results based on the text in the interaction short description. This initial set of results includes knowledge articles. Agents can also enter different search keywords and repeat the search. From the list of search results, agents can select a source to see search results of that type. For the Knowledge source type, agents can do the following: * Share an article link in chat and email. * Copy a link to an article. * Read an article. * Flag an article. * Mark an article as helpful. {#csm-interaction-record-page__ul_bkh_tvx_bfc} For all the other source types, default guidance is supported. The default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances. For more information on default guidance, see [Default guidance for search results](https://www.servicenow.com/docs/mpAoJTGszpiwCAp1VGeG8w "The Default guidance for search results is a guidance that can be used for any search sources that don't have mapped guidances."). For more information on how to avail the AI search feature in Recommended Actions, see [Enable AI search in Recommended Actions](https://www.servicenow.com/docs/IiOICNU1SqwKhHW88DkG~w "As an admin, you can enable the Recommended Actions - AI search on the Front-line case page, CSM default record page, and CSM Interaction page (for chat, video, walk-up, and email channels) by setting the hideAgentAssistShowRA UX page property to true."). For more information, see [Use AI search in Recommended Actions to resolve cases](https://www.servicenow.com/docs/AsKsW0jEQqb4smM6mNox_w "As an agent, use AI search in Recommended Actions to help address customer issues and resolve cases quickly."). Note: Using Recommended Actions in the contextual side panel requires the [Recommended Actions](https://www.servicenow.com/docs/aPxXjBet~HcbnY5xfn6lAQ "Use the Recommended Actions application to display relevant actions to agents based on a context of a record or enable agents to perform an AI search to find relevant resources. Agents can quickly and easily take action to help customers and resolve their issues.") application (sn_cs_nb_action) which is included with the CRM Workspace application. * Suggested Actions tab: This tab displays relevant actions to agents based on a context of a record or recommend a value for a field. For more information on how to configure contexts so that relevant actions are displayed for the agents, see [Recommended Actions](https://www.servicenow.com/docs/uRwgjB5yEXGa5FNXHkmUsQ "Use Recommended Actions to display relevant actions to agents based on a context of a record or recommend a value for a field."). {#csm-interaction-record-page__ul_wdx_s4b_y2c} ## Editable record header field {#csm-interaction-record-page__section_uc1_yw4_g3c} Agents can edit the short description of a record directly from the record header field. For more information, see [Editable record headers](https://www.servicenow.com/docs/IwnW00U9zY45P9Q8DYp2fw#csm-workspace-agent-actions__section_hhb_1tj_23c). ## Collaborate component {#csm-interaction-record-page__section_kq5_bnp_g3c} The Collaborate component enables agents to communicate with stakeholders and other users and gather information for case resolution. This component is available on the CSM default record page n the contextual side panel. For more information, see [Collaborate component](https://www.servicenow.com/docs/g8h1ZRAYW2cNd6wVbdh1aA "Use the Collaborate component in CRM Workspace to communicate with stakeholders and gather information for case resolution."). **Related concepts** * [CSM voice interaction record page](https://www.servicenow.com/docs/SjPRb5damzXOTYNQXCMF7A "The CSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers. This page provides an interface that agents can use to handle customer phone calls.")