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

 Release :

    - brazil

ft:locale :

    - en-US

ft:publication_title :

    - Brazil IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configuring Interaction Management in Service Operations Workspace

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

Release version: Brazil  
Updated September 10, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Configure the features of Interaction Management to manage the interactions in Service Operations Workspace.
* **[Configure the duration to view the requester's activities for an interaction in Service Operations Workspace](https://www.servicenow.com/docs/1b5yacr2DsgWKFb_yXbaeA)**   
  Configure the duration to display requester's history, consisting of tasks, interactions, and assets. These details are displayed in the Requester Information side panel of Interaction Management record
* **[Hide the inbox in Service Operations Workspace](https://www.servicenow.com/docs/lBerMpwesOKar5Pek~wmgw)**   
  Hide the inbox automatically when a work item, like a chat or call, is accepted. If disabled, the inbox will remain visible even after accepting a work item.
* **[Automatically close an interaction in Service Operations Workspace](https://www.servicenow.com/docs/ehlQVq3acatd~0kemVkl9g)**   
  Automatically close the interaction when a linked incident is closed in Service Operations Workspace.
* **[Configure the display of requester related records in an interaction](https://www.servicenow.com/docs/~jKk6dGueaRKFksEAU4t6w)**   
  For an interaction, ensure that related records of a requester are displayed as intended for Service Operations Workspace.
* **[ITSM Configurable Workspace chat session tabs in SOW](https://www.servicenow.com/docs/tN3ppgno~OavRGo0iSnpmA)**   
  Use visual indicators on chat session tabs, such as colors and icons, to alert agents about unread messages and SLA threshold timers.
* **[ITSM voice interaction record page](https://www.servicenow.com/docs/gI2vfncn5ErGVl~Ehp0xgg)**   
  The ITSM voice interaction record page provides a component that customers can use for integration with Contact Center as a Service (CCaaS) providers and an interface that agents can use to handle customer phone calls.