Cannot see the Agent inbox in Agent Workspace for CSM

[Federico4]

i am trying to configure the agent workspace for CSM but i cannot see the agent inbox. The only way i can see the agent inbox is if the user has the admin role, i have reviewed the documentation but i cannot see which is the role requiered.

This is important to have the posibility to receive the chat interactions.

[parag-mone · Accepted solution]

Hi,

Please assign "AWA Agent" role to the support agent (user).

Advanced Work Assignment agent [awa_agent]

Agent role for the AWA feature. Handles customer interactions and manages workload across multiple service channels

[Mubashir]

@parag-mone how we can see emails (mailbox) in customer end as send from agent workspace (agent side).

Is there any property to enable mailbox in customer end (csm)?