Configure the Agent Assist and Response Template tabs in the contextual side panel

Release version: Yokohama

Updated March 11, 2026

1 minute to read

Add a table configuration for the Agent Assist tab or Response Template tab for custom tables or custom case types in the contextual side panel in CSM Configurable Workspace.

Before you begin

Role required: workspace_admin, ui_builder_admin, admin

About this task

The Agent Assist tab and the Response Template tab that appear in the contextual side panel use a UX page property that contains table configurations. To display these tabs for custom tables or case types, create a new UX page property called contextualTableConfigMapping and add the table configurations to that property.

The mapping for this property includes the tab name, the table name, and the sys_id of the table configuration. For example:

[{“tab_name”:[{“table=custom_table_name”:”the sys id of the table config”}]},
{“tab_name”:[{“table=custom_table_name”:”the sys id of table config”}]}]

[{“agent_assist”:[{“table=incident":"e15061a4b30303002bf182c136a8dc34"}]},["response_template":[{“table=template”:”0a73bc83c3041300e2fd5cb981d3ae29”}]}]

You can map multiple tables in this property. For example:

[{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}, {"table=custom_table_name_2":"the sys id of table config"}]}]

You can also use operators to match multiple tables in the property configuration. The operators in the following example include:

STARTSWITH
ENDSWITH
LIKE: This operator is used to match table names with a pattern. In the following example, the LIKE operator would match with all tables that include the word "case".
IN: This operator enables you to set a list of values that must match values in your tables.

[
  {
    "agent_assist": [
      {
        "tableSTARTSWITHkb_template": "5cb4030e73e2330021741c86fbf6a7e1"
      },
      {
        "tableENDSWITHu_kb_template": "5cb4030e73e2330021741c86fbf6a7e1"
      }
    ],
    "response_template": [
      {
        "tableLIKEcase": "5f0a5f7e77840010ec75945caa1061a5"
      },
      {
        "tableINagent_file, sn_customerservice_case": "82d52b55a300021033d6441d041e61bd"
      }
    ]
  }
]

Procedure

Navigate to All > Now Experience Framework > Experiences.
Select the CSM/FSM Configurable Workspace experience.
In the UX Page Properties related list, select New.

Fill in the following fields on the UX Page Property form.


Field	Description
Page	CSM/FSM Configurable Workspace
Name	Use this name for the property: contextualTableConfigMapping
Type	json
Value	Include an entry for Agent Assist or for Response Template or both. Agent Assist example: `[{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}]}]` Response Template example: `[{"response_template":[{"table=custom_table_name":"the sys id of table config"}]}]` Agent Assist and Response Template example: `[{"agent_assist":[{"table=custom_table_name":"the sys id of table config"}]},{"response_template":[{"table=custom_table_name":"the sys id of table config"}]}]`

Select Save.
After adding the property, you can open the record page that uses the configured table and test the results in the contextual side panel.