Inbox enhancements to help improve agent productivity
Important
This content is archived and is not being updated. For the latest documentation, go to Overview of Dynamics 365 Customer Service. For the latest release plans, go to Dynamics 365 and Microsoft Power Platform release plans.
| Enabled for | Public preview | Early access | General availability |
|---|---|---|---|
| Users by admins, makers, or analysts | - | - | 
Apr 1, 2022 |
Business value
As organizations adopt more support channels with Omnichannel for Customer Service, alongside cases and email, customer service agents need to be able to efficiently triage and address multiple conversations. The inbox capability in the Customer Service workspace and Omnichannel for Customer Service apps is designed to address this need. With a set of customized views, filters, and sort capabilities across all channels of contact, the inbox capabilities allow agents to rapidly work through multiple issues across channels while maintaining a focus on customers.
Feature details
In October 2021, the inbox feature was released as an experience for agents to help prioritize work across digital channels with an organized work list and simple navigation. In April 2022, we'll be extending the inbox with additional capabilities, such as:
- Support for email as a conversation channel with configuration capabilities.
- The ability for agents to pick and assign open conversations from the inbox.
- Enablement of real-time translation of conversations in the inbox.
See also
Configure the inbox (docs)