Show agents their live chats and voice calls in the inbox
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Oct 31, 2023 |
Business value
Help your agents increase their productivity by giving them the ability to manage all of their work from the inbox. The inbox centralizes the agent's work on their live chats and calls, alongside cases, emails, voicemails, and asynchronous chats in a single view so that they can increase their productivity.
Feature details
Live chat and voice calls are central to the omnichannel agent experience. To provide agents with a single place to manage all of their critical work, we're adding support for the live chat and voice entities in the inbox. These feature enhancements will include dedicated card layouts and support for routing needs.
The following inbox enhancements are included:
- Routing of live work items to the agent's inbox
- View of live work items in a focused "live" section
- Agent ability to see live chat and voice call views
- Card layouts for live chat and voice that display key information
See also
Configure the inbox (docs)