Interaction Management in Service Operations Workspace

---
title: Interaction Management in Service Operations Workspace
description: Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to incoming chat, phone, walk-up, or messaging interactions from one location.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/interaction-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: concept
last_updated: "2026-09-10"
reading_time_minutes: 2
breadcrumb: [Operating IT services in your organization, Service Operations Workspace for ITSM, IT Service Management]
---

# Interaction Management in Service Operations Workspace

Interactions are a centralized location for all communication channels in Service Operations Workspace. You can respond to incoming chat, phone, walk-up, or messaging interactions from one location.

\[Omitted image "interaction-sow-aug24.png"\] Alt text: Interaction landing page

## Details tab

This tab displays the detailed information of an interaction. For information about fields in this section, see [Create an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-interaction-sow.md).

From the **Compose** section, you can add work notes for the interaction.

For information about how you can configure fields in this tab, see [Configure a task record form in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/configure-form-layout-task.md).

## Related records tab

This tab provides a list view of the records associated with the interaction, for example, tasks related to this interaction, incidents related to the requester, and tasks related to the requester. You can add a record, create a record, or remove it from the interaction.

## Contextual side panel

From this section, you can view record information, requester information, add attachments, and create templates for reuse.

For information about Interaction Management, see [Interaction Management](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/servicenow-platform/interaction-management.md).

-   **[Create an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/create-interaction-sow.md)**  
Track an interaction that is a centralized location for all communication channels. Each interaction represents a request for assistance through a communication channel, for example, a phone call or a chat.
-   **[Work on an interaction in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/work-on-interaction-sow.md)**  
Work on customer conversations to resolve issues.
-   **[Collaborate using Microsoft Teams from an interaction record in Service Operations Workspace](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/collaborate-interaction-ms-teams-sow.md)**  
Initiate a chat or make conference calls using Microsoft Teams to communicate with stakeholders and resolve the issue.
-   **[Associate an interaction with a task record](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/associate-interaction-record-sow.md)**  
Associate a record with an interaction to use data to streamline processes, enhance the customer experience, and improve resolution time.

**Parent Topic:**[Operating IT services in your organization](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/enhancing-services-operations-in-organization.md)

**Related topics**  


[Play a guided tour in Service Operations Workspace]()

[Add a user-specific quick link on the ITSM landing page]()

[Create a list in Service Operations Workspace]()

[Live Agent chat in Service Operations Workspace]()

[Incident Management in Service Operations Workspace]()

[Request Management in Service Operations Workspace]()

[Change Management in Service Operations Workspace]()