Getting work from chats
-
- UpdatedAug 3, 2023
- 4 minutes to read
- Vancouver
- Navigation and UI
The Vancouver release is no longer supported. As such, the product documentation and release notes are provided for informational purposes only, and will not be updated.
Use the agent inbox to manage your incoming work items, such as chats, cases, incidents, and more.
To open the agent inbox, select the Inbox
icon in the navigation bar. When you accept a chat, an interaction record is automatically created and captures the work done in that session.

Agent responsibilities | Description |
---|---|
Monitor your inbox | Use designated service channels to route work items to available agents, such as incoming chat requests, case assignments, and incidents. |
Start a chat session | Accept a chat from your inbox. You have a time limit to accept a chat before it reroutes to another agent. The chat associates to an interaction record that captures the conversation and work done during the session. During a chat session, you can:
|
Agent inbox features

Ongoing messages
The Ongoing messages tab displays when you have access to at least one presence state which
includes a messaging-based service channel.


Select the clock icon to display cards for ongoing messages. If the clock icon has a number in the upper
right-hand corner
, this number indicates the number of messaging conversations with unread messages. If a
card has a green dot, there is a new message for that messaging conversation. The card also
displays the interaction number and when the last update was made on the conversation.