How can I add an Agent Chat inbox to my configurable workspace?

[Sean Adams]

Hello! I would like to create a configurable workspace that has an Agent Chat inbox.

Below is a screenshot of the out-of-the-box Service Operations Workspace inbox:

And below is a partial screenshot of my custom configurable workspace:

As you can see, my configurable workspace has an "Analytics Center" page on the left pane instead of an Inbox. So my two questions are:

1. How can I configure the pages on the far left pane (i.e. remove Analytics Center and add Inbox)?

2. Which configurable workspace components will allow me to re-create the capabilities of the Inbox page? I am aware of the Agent Chat component, but I'm struggling with the configuration for Interaction sys_id and user. I also don't see a component that will allow agents to select their presence state or display incoming work items.

Thank you in advance for any help you can offer!

[Wayne Richmond · Accepted solution]

Hi Sean. You need to check this playlist out on YT https://www.youtube.com/watch?v=rG8yXWN8ouA&list=PLDLTlm2deb9tbyuQ5ul5OIleUWT3EZFKo

It isn't easy to do but if you follow Jan's videos, it is doable. I got it working yesterday.

Two points that Jan doesn't mention though. He is using SNUtils which makes editing the fields and finding sys_ids easier, so make sure you have that installed. Also, I had to installed the CSM module so I could copy the records Jan refers to. I tried to do it using the SOW records, but failed. CSM plugin takes about an hour to install and is free on a non-prod instance. 

[Sean Adams]

Perfect, I think this is exactly what I was looking for -- thank you, Wayne!

I will spend some more time with those videos tomorrow and post the results back here.

Edit: worked like a charm! Thank you very much for your prompt and helpful answer!

[Wayne Richmond]

Excellent! Glad you got it working, it's not that straight forward. Why ServiceNow didn't just make it a Component or Plugin is beyond me.