--- sourceDocument: Yokohama Conversational Interfaces sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/yokohama/conversational-interfaces Release : - yokohama ft:locale : - en-US ft:publication_title : - Yokohama Conversational Interfaces ft:clusterId : - convint bundleId : - convint workflow : - Platform --- # Exploring Sidebar # Exploring Sidebar {#ariaid-title1} Release version: Yokohama Updated January 30, 2025 ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 6 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 Exploring Sidebar Sidebar enables agents to collaborate in real time through discussions, either as standalone conversations or linked to Workspace records. This facilitates faster issue resolution and improved quality by allowing agents to share information and knowledge efficiently. Show full answer Show less Agents can create multiple Sidebar discussions per Workspace record and involve subject matter experts as needed. ## Supported Workspaces * Customer Service Management (CSM) Configurable Workspace * CSM Manager Workspace * Human Resources (HR) Agent Workspace * IT Service Management (ITSM) Manager Workspace * Security Incident Response Workspace * Vendor Management Workspace Instructions exist for adding the Discuss button to supported and unsupported workspaces to enable Sidebar access. ## Sidebar Components and Features * **Sidebar Discussion Panel:** Access and manage discussions, view active discussions count, search messages, filter by categories (All, Unread, This record, Mentions, Favorites), and mark favorites for quick access. * **Docked Chat Windows:** Handle multiple Sidebar discussions simultaneously with features to favorite, view participants, link discussions to records, collapse, and close chats. * **User Presence:** View participants' online status and differentiate users integrated via Microsoft Teams or Slack by their respective icons. * **Message Actions:** Post to activity stream, remove, edit, or delete messages. * **Text Input Box:** Use quick actions for knowledge base (KB) article searches and discussion summarization, add emojis, attachments via drag-and-drop, and send messages. * **Overflow Menu:** Manage up to 25 docked chat windows with tabs for easy navigation. ## Integration and Configuration Sidebar integrates with the activity stream to allow posting discussions there, requiring explicit integration setup. It also integrates with AI Search to enhance knowledge base searches directly within discussions. Sidebar can be integrated with Microsoft Teams, enabling collaboration between users of both platforms. Configuration and installation are managed through the Conversational Interfaces \> Settings \> Sidebar tab, with detailed instructions available for setup and administration. ## Key Benefits for ServiceNow Customers * Improves agent collaboration and communication within familiar Workspace environments. * Enables contextual discussions linked directly to records, enhancing issue resolution efficiency and accuracy. * Supports multitasking with docked windows and notification badges for unread conversations. * Facilitates knowledge sharing with KB article integration and AI-powered search capabilities. * Enhances collaboration across platforms through integration with Microsoft Teams and Slack. * Allows flexible and intuitive conversation management with favorites, mentions, and rich messaging features like emojis and attachments. ## Additional Resources ServiceNow customers are encouraged to refer to the Now Learning course on Sidebar and relevant KB articles for detailed guidance on installation, configuration, and advanced usage scenarios. Using Sidebar, agents can have real-time collaboration with others as a standalone conversation or based around a Workspace record. These Sidebar discussions facilitate the exchange of information and knowledge to help resolve issues faster and with higher-quality outcomes. ## Sidebar overview {#exploring-sidebar__section_kyg_jvk_kxb} An agent can initiate a Sidebar discussion as a standalone conversation or from a Workspace record. Agents enter preliminary information and context and adding subject matter experts. For Sidebar discussions created from a Workspace record, the agent can create multiple discussions for a record. ## Sidebar workspaces {#exploring-sidebar__section_vm1_cdy_h5b} Sidebar is supported in these workspaces: * Customer Service Management (CSM) Configurable Workspace. * CSM Manager Workspace * Human Resources (HR) Agent Workspace * IT Service Management (ITSM) Manager Workspace * Security Incident Response Workspace * Vendor Management Workspace {#exploring-sidebar__ul_f4c_2dy_h5b} For information on adding the Discuss button to a supported workspace, see [Adding the Discuss button](https://servicenow-prod.fluidtopics.net/2fAzl8ZzRs76fJBE3hrcvQ "To use Sidebar, you must add the Discuss button to assets that do not have it automatically installed and to custom workspaces where you need to enable Sidebar on an asset. After you add the Discuss button, you can create Sidebar discussions."). For information on adding the Discuss button to any workspace not listed (such as the Service Operation Workspace), see [KB article KB1213249](https://support.servicenow.com/kb_view.do?sysparm_article=KB1213249). ## Sidebar components {#exploring-sidebar__section_vxx_fwq_d5b} Sidebar discussion panel : When you select the Sidebar discussion icon ![Sidebar discussion icon.](), the Sidebar discussion panel appears:

The Sidebar discussion panel includes:{#exploring-sidebar__table_z1h_4wq_d5b__entry__2} | Icon | Description | |-|-| | 1 - ![Search icon, shown as a magnifying glass.]() | Display Sidebar discussions dialog. If a number in a blue square appears, the number indicates the number of Sidebar discussions that are currently active. | | 2- ![Search icon, shown as a magnifying glass.]() | Search within the Sidebar discussions. When you select the Search icon, the Search field appears and you can enter the text you want to locate. The search results display below the search field and are grouped by user message then file name. Select Cancel to clear the search field and return to the Sidebar discussion. You can filter the search results by discussions, messages, and attachments and sort by most relevant or date. To use the Search KB quick action, enable AI Search. For more information, see AI Search and [AI Search Availability \[KB0867751\]](https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0867751). | | 3 - ![Pushpin icon]() | Permanently pin the menu to the side of the screen. | | 4 - | Select what types of discussions that you want to view: * All - all discussions. * Unread - all unread discussions. * This record - all discussions related to the record that's currently open in the background. The most recent information displays and is updated when a new message is received, there's an unread message, or a new discussion is created for the record. You can also create discussions for the record by selecting New discussion. * Mentions - discussions that mention you with @yourusername. * Favorites - discussions that you marked as favorites. {#exploring-sidebar__ul_nql_k1f_5xb} | | 5 - ![Star icon.]() | Marks the Sidebar discussion as a favorite. Discussions that have been marked as favorites display under the Favorites tab. You can undo a discussion as a favorite by selecting the star icon again. | | 6 - ![More options icon, shown as three vertical dots.]() | Displays options for the discussion: * Dismiss discussion - close the discussion dialog (but don't exit the discussion). * Leave discussion - exit the discussion. {#exploring-sidebar__ul_fss_sjx_1yb} | [ ] {#exploring-sidebar__table_z1h_4wq_d5b} Docked chat windows : You can access multiple Sidebar discussions at the same time using the docked windows feature. Docked chat windows include these features:

{#exploring-sidebar__table_s2s_zgs_d5b__entry__2} | Icon | Description | |-|-| | 1 - ![Star icon.]() | Marks the Sidebar discussion as a favorite. Discussions that have been marked as favorites display under the Favorites tab. You can undo a discussion as a favorite by selecting the star icon again. | | 2 - ![Information icon, displayed as a circled lowercase i.]() Figure 1. Participants submenu | Opens the Discussion info panel that includes the About submenu, Participants submenu, and Leave discussion button. On the About submenu, you can view information about the discussion. On the Participants submenu, you can add and remove participants. If you want to exist the discussion, select Leave discussion. For a standalone discussion, select the drop-down arrow next to the About submenu and select the Link to record to link the discussion to a record. | | 3 - ![Collapse icon, displayed as two arrows facing each other points-first.]() | Collapses the discussion so it displays only as a tab at the bottom of the screen. | | 4 - ![Close dialog icon, displayed as a capital X]() | Closes the window. | [Table 1. Header icons] {#exploring-sidebar__table_s2s_zgs_d5b} {#exploring-sidebar__table_q11_jjm_g5b__entry__2} | User avatar and presence | Description | |-|-| | ![user icon]() | Displays the user's avatar and presence (online status). The dot indicates the user's presence depending on whether they're logged in to the platform: * Green dot - user is logged in. * No dot - user isn't logged in. * Orange dot - user recently logged out. {#exploring-sidebar__ul_gh1_45m_g5b}If Sidebar and Microsoft Teams are integrated, Microsoft Teams users are differentiated from Sidebar users with a Microsoft Teams ![Microsoft Teams icon]() icon. If Sidebar and Slack are integrated, Slack users are differentiated from Sidebar users with a Slack icon ( ![Slack icon.]()). | [Table 2. User avatar and presence] {#exploring-sidebar__table_q11_jjm_g5b} {#exploring-sidebar__table_i3d_hzq_1yb__entry__2} | Icon | Description | |-|-| | ![More actions icon, displayed as three vertical dots.]() | Display additional actions for this message including: * Post to activity stream * Remove from activity stream * Edit message * Delete message {#exploring-sidebar__ul_wns_rbr_1yb} | [Table 3. More actions icon] {#exploring-sidebar__table_i3d_hzq_1yb}{#exploring-sidebar__table_dyb_drc_f5b__entry__2} | Icon | Description | |-|-| | A - ![Quick actions icon, displayed as a lightning bolt.]() | Access base system or custom quick actions. The agent can start a KB article search by selecting the quick actions icon and then entering search-kb. The agent is prompted to search for the relevant KB article. Based on the search and the term that the agent enters, the agent is able to view the KB articles that match the search term. The agent can then select the KB article and include it in the discussion. The KB article is displayed as a record card in the Sidebar discussion. The KB article search is available with the base system. You can summarize a discussion by entering the /summarize quick action. | | B - ![Smiley face icon signaling ability to add an emoji.]() | Display the emoji menu so you can add emojis to the discussion. | | C - ![Attachment icon, displayed as a paperclip.]() | Add attachments to the current discussion so they can be shared with others in the discussion. You can drag files and select the send arrow icon or you can use the attachment icon. | | D - ![Side arrowhead icon used to send the message.]() | Send the message. | [Table 4. Text input box icons] {#exploring-sidebar__table_dyb_drc_f5b}If you minimize a docked window, it appears as a tab in the overflow menu at the bottom of the screen. Hovering over a minimized docked window shows the record number and chat title to help identify the content. You can select any tab to access that discussion again. The overflow menu can hold up to 25 docked windows and this limit is configurable. If there are more docked windows than can be displayed as tabs in the overflow menu, a tab with a number indicates how many extra docked windows aren't displayed. ## Activity stream and Sidebar {#exploring-sidebar__section_hgz_hn5_2yb} To enable agents to post Sidebar discussions to the activity stream, you must integrate Sidebar with the activity stream. For instructions on integrating Sidebar with the activity stream, see [Integrating Sidebar and activity stream](https://servicenow-prod.fluidtopics.net/Tk8lJvqdcnhpisLWxrWvkQ "For agents to post Sidebar discussions in the activity stream, Sidebar must be integrated with the activity stream and Sidebar options must display in the post filters. If the Sidebar options don’t display in the post filters, you must add them."). For information on using Sidebar with the activity stream, see [Activity stream in Sidebar](https://servicenow-prod.fluidtopics.net/5mHPow~i4lL9HRbCFLwKiw "If Sidebar is integrated with the activity stream, you can create links to discussions and post discussion messages directly to the related record as an activity stream record."). ## Installing and configuring Sidebar {#exploring-sidebar__section_bsd_zxq_d5b} The Sidebar configuration settings are available via the Sidebar tab under Conversational InterfacesSettings. For instructions, see [Installing Sidebar](https://servicenow-prod.fluidtopics.net/lmD9v9FVhlBnYv7VaUDk~g "You can install Sidebar, which is part of the Omni-Experience Standard Feature Set, if you have the admin role."). After Sidebar is installed, see [Configuring Sidebar](https://servicenow-prod.fluidtopics.net/V4FwRAlhte71K7rI~M2GgQ "Install and configure Sidebar so agents can have real-time collaboration with others.") for instructions on configuring the admin settings. ## Using Sidebar {#exploring-sidebar__section_avh_2yq_d5b} For information on how to use Sidebar, see [Using Sidebar](https://servicenow-prod.fluidtopics.net/_pZwRNHf4F1NuBd~E9p_tQ "You can create a Sidebar discussion for a task-based or interaction record or as a standalone conversation. Sidebar discussions for a task-based or interaction record can be created from a configurable workspace or a Next Experience Core UI record page.") for more information. Key Sidebar features include: * Custom discussion buttons * Core UI forms with Sidebar * Sidebar unread conversation badge count * Docked chat window * Favorite discussions * Discussion information panel * Discussion participant suggestions * Quick actions * Integration with activity stream * Integration with AI search * Drag-and-drop file sharing * Emojis * Mentioning a user with @ {#exploring-sidebar__ul_hhq_df4_g5b} ## Using Sidebar and Microsoft Teams {#exploring-sidebar__section_y3s_chx_mvb} After Sidebar and Microsoft Teams are integrated, users of both applications can collaborate with each other. For more information on integrating Sidebar with Microsoft Teams, see [Sidebar and Microsoft Teams](https://servicenow-prod.fluidtopics.net/XOBUtajUIzC4hzARqGQePQ "Sidebar's integration with Microsoft Teams enables Sidebar users and Microsoft Teams users to communicate with each other from their respective platforms."). ## Core UI {#exploring-sidebar__section_xv4_yzc_wtb} You can create Sidebar discussions on interaction records from Next Experience Core UI. ## Domain Separation {#exploring-sidebar__section_prs_trc_f5b} For information about domain separation in Sidebar, see [Domain separation and Sidebar](https://servicenow-prod.fluidtopics.net/RtZZyC8VpCzsJAzLfq5RCA "Domain separation is supported for Sidebar . Domain separation enables you to separate data, processes, and administrative tasks into logical groupings called domains. You can control several aspects of this separation, including which users can see and access data."). ## More information {#exploring-sidebar__section_vvd_smr_ywb} To learn more, see the [Now learning course on Sidebar.](https://learning.servicenow.com/lxp?course_id=f1a907258736919cd3be437e0ebb3523&id=learning_course_prev) *[\>]: and then