Agent workspace inbox view


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Enabled for Public preview Early access General availability
Users by admins, makers, or analysts - - Oct 4, 2021

Business value

As organizations adopt Omnichannel for Customer Service and Customer Service workspace and deploy additional channels through which customers can initiate support requests, the need is growing for the agent experience to be better optimized for extended conversations with customers. The inbox view in the agent workspace is designed to address the need to quickly triage requests. This helps agents focus on customers and their issues by using customized views, filters, and sort capabilities across all channels of contact.

Feature details

The inbox view is integrated into Customer Service workspace and Omnichannel for Customer Service. This view helps agents more effectively navigate their cases and conversations, as well as address their customers' issues in a timely manner.

The inbox view leverages core productivity features of the agent desktop, such as timeline, recent cases, AI-based suggestions, and knowledge search.

See also

Use the inbox (docs)