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

 Release :

    - australia

ft:locale :

    - pt-BR

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}

* Versão de lançamento: Australia
* 
* Atualizado 12 de mar. de 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 min. de leitura

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/ND3vzN4ob8DIrk~mU8Rt0g)**   
  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/zMXEpeeWwjttNvyfLWVN5A)**   
  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/lxcSXPIBVdS9RAUMIhgIgA)**   
  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/tEmVtOoHsUMwZaHjHNQT6Q)**   
  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/IhLzjb1AyLi5H99F0Bt4ng)**   
  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/kgPZ39I2mO3ray2_QkeyXg)**   
  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.