You can add or remove components in the Contextual Side panel. These components help agents resolve customer issues they're working on.

Before you begin

Role required: admin

About this task

Workspace comes preconfigured with components in the Contextual Side panel but you can add more. Each component can appear for all tables or you can set up a component to display only when an agent opens records from specific tables. The following image shows Agent Assist in the Contextual Side panel.

Contextual Side panel

Components already available to put in the Contextual Side panel are:
  • Agent Assist
  • Attachments
  • Templates

In the following procedure, you create a Workspace Action that displays an icon in the Contextual Side panel, which opens a component in the panel.

Procedure

  1. Navigate to All > Workspace Experience > Actions & Components > Contextual Side panel Items and click New.
    The Action Assignments form lists the components that appear in the form side panel depending on the table the open record belongs to. For example, you can set up Agent Assist differently for every table.
  2. On the form, fill in the fields.
  3. Right-click the top banner and select Save.
  4. In the related lists, click Advanced view.
  5. (Optional) On the Conditions tab, use the condition builder to create filters that prevent the component's icon from appearing in the form side panel.
  6. (Optional) On the Confirmations Settings tab, select the Confirmation Required check box if you want to display a pop up that asks the agent to confirm the use of this component.
  7. (Optional) On the Action Exclusion tab, click New to exclude children tables from inheriting this component in the Contextual Side panel, or this table inheriting components from a parent table.

    Components in the Contextual Side panel appear according to the records open in Agent Workspace. Child tables inherit these components by default. You can prevent that from happening.

    1. On the form, fill in the fields.
    2. Click Submit.
  8. Click Update.

What to do next