AWA - Clear Inbox Work Items?

[Msteiner94]

Hello,

I'm wondering if it's possible to clear out an agents inbox with AWA. We have many agents who prefer working on HR cases out of the regular list views, so they never click "open" any work items via their inbox, even after that HR case has closed. This causes them to have hundreds of old work items in their inbox. We don't currently allow agents to reject or have a timeout enabled. Is there a way to clear the items out?

[shirisha5]

@Msteiner94  did you any solution for this

[Msteiner94]

Sorry for the late reply, we did not 😞

[Zac_R]

my Org would be interested in a feature or function like this as well. Either having the Inbox offer cards expire, enable bulk clearing, or the option to not show an offer card at all would be great.

[Chris D]

Subscribed. I just realized that some of our auto-assign AWA users have 100, 200, 300+ work items stacked in their Inbox (because they don't open the items within Workspace) - this is absurd. And doubly so when you consider how clunky it is just to open each one, let it load - but only up to 15 (or whatever the max workspace tabs is) - then close them all... then repeat...

They need a way to clear their inbox themselves from the Inbox UI without clicking "Open" for each item.

That said, I did a little digging and found that this is controlled via the card_accessed field on the awa_work_item record so anybody looking for a custom workaround can use this. I might suggest a scheduled job (daily?) that looks for all Work Items where assignment_rule.assign_by == last_assigned and just automatically set card_accessed = true.