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 Inbox icon in the Navigation panel icon in the navigation bar. When you accept a chat, an interaction record is automatically created and captures the work done in that session.
Table 1. Inbox responsibilities
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:
  • Add attachments using the Action toolbar.
  • Transfer the chat to another agent.
  • Add another agent to the chat.
  • Perform other support tasks, such as create an incident or case.
  • Use workspace tools, such as the ribbon to glance at information or the activity stream to review related work.

Agent inbox features

Figure 1. Screenshot of inbox features
Inbox screenshot with callouts.

Ongoing messages

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

Select the clock Clock icon icon to display cards for ongoing messages. If the clock icon has a number in the upper right-hand corner Clock icon, 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.