Modeless dialogs

  • Release version: Australia
  • Updated March 12, 2026
  • 14 minutes to read
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    Summary of Modeless dialogs

    Modeless dialogs in CSM Configurable Workspace are overlay windows that allow customer service agents to simultaneously interact with the main workspace and dialog content. Agents use these dialogs to create and post comments, work notes, and emails directly to the activity stream without losing context of the main record.

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    Thin compose modeless dialogs specifically integrate this functionality into the activity stream, providing resizable, auto-expanding rich text editors for comments, work notes, and emails across various CSM record pages.

    Using Modeless Dialogs for Comments and Work Notes

    • Agents can create comments or work notes via tabs in the activity stream and post them immediately or save them with the case record.
    • Knowledge article links can be inserted into comments or work notes from the Recommended Actions panel.
    • Modeless dialogs can be opened, moved, minimized to a workspace dock, or returned to the compose window, allowing flexible multitasking.
    • Drafts are local to the browser and clear on page reload; comments and work notes stay synchronized between dialogs and the main form.

    Using Modeless Dialogs for Emails

    • Agents create, send, reply to, and forward emails via the Email tab in the activity stream or modeless dialogs.
    • Emails sent from modeless dialogs are posted to the activity stream and compose windows close automatically after sending.
    • Features include applying email templates, attaching files, managing multiple drafts (one compose window open at a time), and minimizing dialogs to the dock.
    • Email headers can be expanded or collapsed for editing or compact viewing, with recipient fields and subject displayed accordingly.
    • Draft indicators visually signal unsaved content in comments, work notes, and emails.

    Form Templates for Comments and Work Notes

    Form templates can prefill content in Additional comments and Work notes fields. When applied, modeless dialogs open with template content ready for posting, supporting separate or combined comment and work note templates. Existing text can be restored by undoing the template content.

    Viewing Attachments in Modeless Dialogs

    • Attachments can be previewed within modeless dialogs, allowing agents to view files without leaving the case or interaction context.
    • Navigation through multiple attachments is supported via a carousel, with options to download or delete files.
    • This feature is controlled by the workspace-level property Open attachment preview in modeless window, enabled by default.

    Rich Text Editor and System Property Configuration

    • The Rich Text Editor (RTE) is enabled in modeless dialogs even if the glide.ui.journal.usehtml system property is false.
    • This property controls whether HTML tags appear in Additional comments and Work notes fields on the case record.
    • To remove HTML tags and enable RTE across the instance, set glide.ui.journal.usehtml to true in the system properties and refresh the workspace.

    Modeless dialogs are windows that overlay the main window content in CSM Configurable Workspace. Customer service agents can use modeless dialogs to create and post comments and work notes to the activity stream and to compose and send emails.

    A modeless dialog is a window that appears in a workspace as an overlay on top of the main window content. This overlay enables agents to interact with the window content and the overlay content at the same time. Agents can use modeless dialogs to do the following:
    • Create comments and work notes to post to the activity stream.
    • Create and send emails and reply to or forward emails.

    After opening a modeless dialog, agents can move it around the screen and put it where they need it. This feature enables agents to reference information from the main window while drafting text in the overlay window.

    Thin compose modeless dialogs

    The thin compose modeless dialog feature incorporates modeless dialogs into the activity stream. It enables agents to initiate a comment, work note, or email from the activity stream in a modeless dialog. Thin compose modeless dialogs:
    • Auto expand to accommodate the text.
    • Can be manually resized.
    • Can be minimized after they are opened.
    • Have the rich text editor enabled even when the glide.ui.journal.use_html system property is set to false.
    Thin compose modeless dialogs are available on the following record pages:
    Note:
    The thin compose modeless dialog feature has the Rich Text Editor enabled, which can add HTML tags along with the text to the Additional comments and Work notes fields on the case record. To remove these tags, see Updating the glide.ui.journal.use_html property.

    Creating comments and work notes

    Use modeless dialogs to create comments and work notes and post them to the activity stream.

    Table 1. Using modeless dialogs to create comments and work notes
    Task Description
    Create a comment or work note To create a comment or a work note:
    1. Select one of the following tabs at the top of the activity stream:
      • Comments
      • Work notes
    2. Add the text to the Compose window.
    Post a comment or work note to the activity stream To post a comment or work note, select one of the following actions from the Compose window:
    • Post Comments
    • Post Work notes

    The system posts the comment or work note to the activity stream. Saving the case record also posts the comment or work note to the activity stream.
    Add a link to a knowledge article To add a link to a knowledge article:
    1. Select the Recommended Actions tab in the contextual side panel.
    2. View the list of knowledge articles or search for an article.
    3. Select the More Actions menu on the knowledge article card.
    4. Select Attach and add link in comment or Add link in work note or Attach and add link in email.

    The workspace switches to the relevant tab. The inserted link displays the knowledge article title and article number as a hyperlink, in the format Article Title: KB0012345.
    Open a comment or work note in a modeless dialog Select the pop out (modeless dialog pop out icon which is a smaller solid square within a larger square) icon to open a comment or work note in a modeless dialog.
    You can open a modeless dialog before or after you start entering text in the Compose window.
    Note:
    You can have one modeless dialog of each type (comments, work notes, and email) open at a time.
    Return a comment or work note to the Compose window After opening a comment or work note in a modeless dialog, you can return the text to the Compose window in the activity stream in the following ways:
    • Select the Continue editing in compose (square icon with down arrow) button at the top of the modeless dialog.
    • Select the Pop in link in the Compose window in the activity stream.
    Minimize a modeless dialog To minimize a modeless dialog, select the Minimize dialog (minimize icon is a flat white line at the bottom of a black box) button in the window header.

    Minimized modeless dialogs appear in the dock at the bottom of the workspace. For more information, see Workspace dock.
    Open a minimized modeless dialog

    Select a minimized modeless dialog from the dock to restore it. Items in the dock appear with the action type (email, comment, or work note) and an abbreviated title.
    Discard a comment or work note To discard a comment or work note:
    1. Select the Close dialog (close icon is a white X on a black background) button in the modeless dialog header.
    2. Confirm the Close Dialog action by selecting Continue in the confirmation pop-up window.
    The following guidelines apply to Compose windows for comments and work notes:
    • Draft comments and work notes are local to the browser. If the browser page is reloaded, the draft text is cleared.
    • Comments and work notes stay synchronized on the form and in the modeless dialogs.
    • The Compose window can be resized.

    Creating emails

    Use modeless dialogs to create and save email drafts and to send emails.

    Emails that are sent from a modeless dialog are posted to the activity stream. Agents can reply to and forward emails from the activity stream.

    Table 2. Using modeless dialogs to create and send emails
    Task Description
    Create and send an email To create and send an email:
    1. Select the Email tab at the top of the activity stream.
    2. Fill out the fields on the email form:
      1. To, Cc, Bcc
      2. Subject
      3. Email body
    3. Select Send email.
    When creating emails and sending emails:
    • The Compose window automatically closes after the email is sent.
    • The email is posted to the activity stream.
    Open an email in a modeless dialog Select the pop out (modeless dialog pop out icon which is a smaller solid square within a larger square) icon to open an email in a modeless dialog.
    You can open a modeless dialog either before or after you start entering text in the Compose window.
    Note:
    You can have one modeless dialog of each type (comments, work notes, and email) open at a time.
    Return an email to the Compose window After opening an email in a modeless dialog, you can return the email to the Compose window in the activity stream in the following ways:
    • Select the Continue editing in compose (square icon with down arrow) button at the top of the modeless dialog.
    • Select the Pop in link in the Compose window in the activity stream.
    Minimize a modeless dialog To minimize a modeless dialog, select the Minimize dialog (minimize icon is a flat white line at the bottom of a black box) button in the window header.

    Minimized modeless dialogs appear in the dock at the bottom of the workspace. For more information, see Workspace dock.
    Open a minimized modeless dialog

    Select a minimized modeless dialog from the dock to restore it. Items in the dock appear with the action type (email, comment, or work note) and an abbreviated title.
    Reply to or forward an email To reply to or forward an email:
    1. Expand an email in the activity stream.
    2. Select one of the following buttons to open the Compose Email window:
      • Reply
      • Reply all
      • Forward
    3. Add the desired text.
    4. Select Send email.

    The Compose window automatically closes after the email is posted to the activity stream.
    Add a link to a knowledge article To add a link to a knowledge article:
    1. Select the Recommended Actions tab in the contextual side panel.
    2. View the list of knowledge articles or search for an article.
    3. Select the More Actions menu on the knowledge article card.
    4. Select Attach and add link in email.

    The system inserts the knowledge article title and article number as a hyperlink in the body of the email, in the format Article Title: KB0012345.
    Apply a template to an email
    To apply a template to an email:
    1. Select the Apply templates icon (Apply templates icon) in the Compose email modeless dialog footer to display a list of available templates.

      The Template preview modal displays the available email templates. It does not display quick messages or response templates.

    2. Select a template from the list. You can also search for a specific template.
    The system adds the contents of the template to the body of the email.
    Note:
    If no templates are available, the icon does not appear in the footer.
    Open a draft email in a subtab Select the Pop out icon (modeless dialog pop out icon which is a smaller solid square within a larger square) in the Compose Email window header to open the draft email in a subtab.

    The Compose Email window closes when the email opens in the subtab.

    View a list of draft emails
    Select the View drafts icon (Compose email view drafts icon) in the Compose Email window footer. Selecting this icon displays a list that includes the most recent email drafts. The list also includes the following actions:
    • Manage drafts: Displays the Manage drafts pop-up window. From this window, you can view a list of all draft emails. You can also delete email drafts from this window.
    • Create new email: Creates a new email in the Compose email window.

    Select an email draft

    Select the View drafts icon (Compose email view drafts icon) in the Compose Email window footer. Selecting this icon displays a list that includes the most recent email drafts. You can select a recent draft from this list.

    To view a list of all email drafts:
    1. Select the View drafts icon and then select Manage drafts.
    2. Select a draft from the list in the Manage drafts pop-up window.
    The system saves the current draft email and opens the selected draft email in the Compose Email window.
    Select an email draft from the Draft Emails related list
    1. Select the Related Lists tab in the contextual side panel.
    2. Expand the Draft Emails related list.
    3. Select the Open draft icon on the desired draft email card.
    The system opens the selected draft email in a subtab.

    Discard the current draft email
    1. Select the Discard draft icon (Compose email discard draft icon) in the Compose Email window footer.
    2. Confirm the Discard action by selecting Discard in the confirmation pop-up window.
    The system displays a message that the draft email has been discarded.

    Delete an email draft from the Manage drafts pop-up window
    1. Select the View drafts icon (Compose email view drafts icon) in the Compose Email window footer.
    2. Select Manage drafts to display the Manage drafts pop-up window.
    3. Select an email to delete by enabling the check box.
    4. Select Delete in the pop-up window.
    5. Confirm the action by selecting Delete again.
    The following guidelines apply to Compose windows for emails:
    • An agent can create multiple email drafts.
    • An agent can have one Compose window open at a time.
    • The Compose Email window can be resized.

    Collapsing and expanding the email header

    The email header includes the following fields:
    • To
    • Cc
    • Bcc
    • Subject
    You can expand and collapse the email header as needed by selecting the expand header (Compose email expand header icon) and collapse header (Compose email collapse header icon) icons.
    When the email header is expanded, you can edit the information in these fields. When the email header is collapsed:
    • The names in the To, Cc, and Bcc fields are combined into one line. If there is a long list of recipients, some of the names are replaced with "and more".
    • The subject is displayed in a second line.
    • The fields are not editable.

    When you create a new email or forward an email, the header is expanded by default and displays the To and Subject fields. If you expand the Cc and Bcc fields, the collapse header icon is displayed.

    When you reply to an email, the header is collapsed by default. Expanding the header shows all the fields that contain information.

    Draft indicators

    When a draft exists, visual indicators appear on composer tabs to show unsaved content:
    • Email tab: Displays "Email (Draft)" text next to the tab name.
    • Work notes tab: Displays a dot indicator next to the tab name.
    • Comments tab: If the Comments tab is configured on a page, it also displays a dot indicator next to the tab name when a draft exists.

    Compose Email modeless dialog footer icons

    Several icons appear in the Compose Email modeless dialog footer that you can use when creating email drafts.
    Table 3. Footer icons
    Icon Description
    Discard draft (Compose email discard draft icon) Select this icon to delete the current draft. Then confirm the delete action in the resulting confirmation message.
    Apply template (Compose email apply templates icon) Select this icon to display a list of available templates. You can select a template from the list or search for a specific template. The list can display up to 10 templates. Selecting a template applies that template to the draft email.
    Note:
    If no templates are available, the icon does not appear in the footer.
    View drafts (Compose email view drafts icon) Select this icon to display a list with recent draft emails as well as email-related actions.

    You can select an email draft from the list to display that draft in the Compose Email window.

    Email-related actions include:
    • Manage drafts: Displays the Draft Management pop-up window which includes a list of email drafts. Select a draft to display the contents in the Compose Email window. You can also delete email drafts from this pop-up window.
    • Create new email: Creates a new email draft in the Compose Email window.
    Attach file (Compose email attach file icon) Select this icon to attach files to an email draft From computer or From record. After attaching one or more files, you can hide or show the attachments.

    Using form templates to create comments and work notes

    You can create and use form templates that add content to the Additional comments and Work notes fields on a case record and then post that content to the activity stream.

    Content to add Description
    Comment If a template includes content to add to the Additional comments field on the case record, the system does the following:
    • Displays a modeless dialog for composing a comment.
    • Adds the content to the Comments field in the modeless dialog.
    Selecting Post Comments adds the content to the Additional comments field on the case record and to the activity stream.
    Work note If a template includes content to add to the Work notes field on the case record, the system does the following:
    • Displays a modeless dialog for composing a work note.
    • Adds the content to the Work notes field in the modeless dialog.
    Selecting Post Work Notes adds the content to the Work notes field on the case record and to the activity stream.
    Comment and work note If a template includes content to add to both the Additional comments and Work notes fields on the case record, the system does the following:
    • Displays two modeless dialogs, one for composing a comment and one for composing a work note.
    • Adds the content for the comment to the Comments field in the comment modeless dialog.
    • Adds the content for the work note to the Work notes field in the work note modeless dialog.

    Selecting Post Comments adds the content to the Additional comments field on the case record and to the activity stream.

    Selecting Post Work Notes adds the content to the Work notes field on the case record and to the activity stream.

    If text already exists in the Additional comments or Work notes fields, applying a template opens a modeless dialog and adds the template content. Selecting Undo removes the template content from the modeless dialog and replaces it with the existing text from the fields on the Case record.

    Viewing attachments in modeless dialogs

    Agents can view attachments in modeless dialogs rather than a full-screen view. This feature enables agents to view attachments while referencing the underlying case or interaction pages.

    The Open attachment preview in modeless window UI Builder property controls the attachment display. This property is available at the workspace level and is set to true by default. When enabled, agents can do the following:
    • Select an attachment to open the file in a modeless dialog.

      When an attachment is already open in a modeless dialog and a second attachment is opened, the second attachment opens in the same modeless dialog.

    • Navigate through multiple attachments using a carousal.
    • Download and delete attachments.
    Note:
    Agents can view attachments in modeless dialogs when the attachments are available in the contextual side panel or in the activity stream. Viewing attachments from other locations such as the email composer or forms continues to use the full-page preview.

    Updating the glide.ui.journal.use_html property

    The Rich Text Editor (RTE) is enabled for modeless dialogs and the thin compose modeless dialog feature. It is not enabled for the instance unless the glide.ui.journal.use_html system property is set to true.

    When you enter text in a comment or work note modeless dialog, the system adds that same text to the Additional comments and Work notes fields on the case record. HTML tags can appear along with the text in these fields.

    To remove the HTML tags, enable the glide.ui.journal.use_html system property:
    1. In the navigation filter, enter sys_properties.list to display a list of the properties stored in the System Properties [sys_properties] table.
    2. Search for the glide.ui.journal.use_html property in the Name column.
    3. Set the Value field to true and select Update.
    4. Return to CSM Configurable Workspace and refresh the page.

    Setting this property to true enables the Rich Text Editor for the Additional comments and Work notes fields on the case record and removes the HTML tags.