this video provides an overview of using sidebar in servicenow workspaces sidebar is a real-time messaging application that connects co-workers so that they can collaborate effectively on task-based or interaction-based records with sidebar Service delivery teams can increase productivity resolve issues faster and reduce customer escalations let's look at an example of using sidebar in the customer support management workspace Beth uses sidebar to cut down on case resolution Time by getting more information from her co-worker Fred Beth opens the case and clicks on the sidebar button the case subject is auto-populated she adds Fred as a participant includes her message she wants to know if this is a defect and starts the conversation when Fred logs in he notices a new discussion item in his menu bar selects it and a sidebar message window opens alongside other sidebar Windows docked at the bottom of his screen Fred opens the case reviews case details and confirms that it's a defect can look up notifications from other discussions in the sidebar discussion menu search for knowledge articles from Quick actions send emojis or send a document relevant to the case from Fred's message Beth understands that this is an existing issue and doesn't need further investigation she adds the message to the activity stream where the current sidebar discussion is also logged Bev can now focus on other cases that require investigation let's look at another example Beth is on a live chat with Abel an end user who is facing problems with his email server Beth uses sidebar to collaborate with her co-worker Fred which helps resolve the issue faster and prevents a potential customer escalation Beth reads about Abel's email server issue in her agent chat window she knows that Fred is working on a similar issue so she clicks on the sidebar button enters a subject adds Fred as a participant includes her message and initiates a sidebar discussion Fred selects the new discussion item in his menu bar which is for similar issues and finds recent logged cases about the email server he prioritizes this issue and provides the expected resolution time Beth assures able of a swift resolution and prevents a potential escalation you can configure sidebar on the conversational interface settings page allow emojis or choose the default participants of a sidebar discussion to get sidebar go to the system applications page and install the Omni experience standard feature set for more information see our product documentation or knowledge base or ask a question in the servicenow community foreign