--- sourceDocument: Xanadu ServiceNow AI Platform Capabilities sourceDocumentLink: https://www.servicenow.com/docs/r/xanadu/servicenow-platform Release : - xanadu ft:locale : - en-US ft:publication_title : - Xanadu ServiceNow AI Platform Capabilities ft:clusterId : - platcap bundleId : - platcap workflow : - Platform --- # Agent Inbox controls # Agent Inbox controls {#ariaid-title1} * Release version: Xanadu * * Updated August 1, 2024 * * ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read Control certain elements of the agent experience in Agent Workspace. Define the agent presence (availability) states and the work item rejection reasons used by agents to decline work assignments in their Agent Workspace inbox. ## Agent presence states {#agent-experience__section_xxv_zxg_dgb} Figure 1. Agent availability in Agent Workspace Inbox AWA admins can define the presence states that agents choose in their inbox to indicate their availability. The default states are * Available: Solid green bubble indicates that the agent is available to receive work. * Away: Solid yellow bubble indicates that the agent is not available to receive work. * Offline: Solid grey bubble indicates that the agent is not available to receive work. {#agent-experience__ul_nkr_byg_dgb} AWA developers with the awa_integration_user role can also use JavaScript or REST APIs to get or set agent presence and agent channel availability. For more information, see * [Agent Presence API (REST APIs)](https://www.servicenow.com/docs/access?context=agent-api&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US) * [Agent - Global (JavaScript APIs)](https://www.servicenow.com/docs/access?context=c_AgentAPI&version=xanadu&pubname=xanadu-api-reference&ft:locale=en-US) {#agent-experience__ul_odv_dkb_khb} ## Agent rejection controls {#agent-experience__section_csy_j2h_dgb} AWA admins can give agents the option to reject work assignments and specify the reason for rejecting it. The Reject button displays on work assignment cards. When an agent rejects an assignment, a pop-up window enables the agent to select a reason for declining the work item. * **[Configure agent presence states](https://www.servicenow.com/docs/gHXRDYpgxEUfT70PnfkmOQ)** Create or modify the availability states that agents use to indicate whether they can receive work or are offline or away. Agents set these states in their Workspace Inbox. * **[Configure reasons for rejecting work items](https://www.servicenow.com/docs/lelnTN9gFLUfwIUrxjWpGw)** Define the reasons that agents can use to decline work assignments that they receive in their Agent Workspace inbox. A reject reason can apply to all service channels or a single channel that you specify. * **[Configure reassignable settings](https://www.servicenow.com/docs/Ma2HCvp4AiC3rupz~2onhA)** Configure whether an agent who rejected a work item is eligible to be offered the same work item. **Related concepts** * [Advanced Work Assignment home page](https://www.servicenow.com/docs/ZVe8VTNpE_0Wna~w~_70IQ "Explore, implement, and maintain ServiceNow Advanced Work Assignment using a home-page experience. Discover AWA, install relevant plugins, and configure settings for AWA through the Advanced Work Assignment home page available to admins.") * [Service channels](https://www.servicenow.com/docs/IGB7cArnQ5xDGcxMwuTZkA "Provide customer support by automatically routing incoming work to agents through service channels.") * [Work items](https://www.servicenow.com/docs/JOuBQp_Q2HQUNUJWPJ6_YQ "View Advanced Work Assignment work items using the Work Items menu options.") * [Work assignments](https://www.servicenow.com/docs/pTprhYQekYjS~6jKboWQUw "After routing work items to the appropriate queues and corresponding agent groups, Advanced Work Assignment (AWA) pushes work to the most qualified agent using the assignment criteria that you specify. Assignment criteria revolve around the type of assignment rule (most capacity or last assigned) and whether skills are defined.") * [Using Agent Affinity](https://www.servicenow.com/docs/Tgs4YGr5TxyBsjmux4rlag "Agent Affinity is an Advanced Work Assignment feature that lets you assign work items by an agent's work history, related task, or account team affinity.") * [Advanced Work Assignment Inbox Sentiment display](https://www.servicenow.com/docs/NMptvfoHxya51ggFfZIBeg "Surface the sentiment in AWA Inbox for agents to get the visibility of requester sentiment ( if available) during live agent handoff or agent transfer for all channels.") * [Management](https://www.servicenow.com/docs/sYqXFZjTUXWTVRxIalpjIg "Configure Advanced Work Assignment properties using the Management menu options.") * [AWA group queue priorities](https://www.servicenow.com/docs/ZwmK1Vf8pKsWOgiNWfOrlQ "Use the group queue priority feature to set a queue or work item preference for a given group of agents. For a given group or agent with limited capacity, this feature controls which queues should be preferred if matching work items are found in both.") **Related tasks** * [Get started with Advanced Work Assignment](https://www.servicenow.com/docs/ZNg0xAkHSar5UNmUUlsVyQ "To implement Advanced Work Assignment, complete these initial configuration and setup steps.") * [Install Conversational SMS service channel](https://www.servicenow.com/docs/idaYww4Uh1SzkqskymiinQ "You can install the Conversational SMS service channel application (sn_awa_sms_int) if you have the admin role. The application installs related ServiceNow Store applications and plugins if they are not already installed.") * [Activate Agent Affinity](https://www.servicenow.com/docs/v8mJNDvRFQgemrUlIhvzWw "You can activate the Agent Affinity plugin (com.glide.awa.agent_affinity) if you have the admin role.") * [Activate Conversational Messaging](https://www.servicenow.com/docs/xWQN_HKbXR0c4_dmKTLFeg "You can activate the Conversational Messaging plugin (com.glide.messaging.awa) if you have the admin role.") * [Configure messaging actions](https://www.servicenow.com/docs/wvry6vXbRnhOhh~MklPmIw "Create or modify messaging actions that are performed when an event occurs. These actions apply only to messaging.") * [Enable logging for Advanced Work Assignment](https://www.servicenow.com/docs/cmDln9WDYC7O7eqE23OkjQ "Enable logging to monitor AWA routing and assignment.")