Solved: Cannot see the Agent inbox in Agent Workspace for ... - ServiceNow Community

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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.

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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

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2 REPLIES 2

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

@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)?