---
sourceDocument: Australia IT Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/it-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia 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: Australia  
Updated March 12, 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://servicenow-prod.fluidtopics.net/lI8n1njl~k4SJEIO8SHz5g)**   
  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://servicenow-prod.fluidtopics.net/rw6DEybBSXI~zMRHkDHPBg)**   
  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://servicenow-prod.fluidtopics.net/NFv5okJfLS3VZ2K~ljpmGw)**   
  Automatically close the interaction when an incident linked is closed in Service Operations Workspace.
* **[Configure the display of requester related records in an interaction](https://servicenow-prod.fluidtopics.net/HX5hogf5ltwWUxHc0nn2nw)**   
  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://servicenow-prod.fluidtopics.net/i7ll~byo1ussVMalZJEwkA)**   
  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://servicenow-prod.fluidtopics.net/MqDexioygQzhXO5Vbv83OQ)**   
  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.