Configure the inbox in Service Operations Workspace

  • Release version: Australia
  • Updated March 12, 2026
  • 1 minute to read

    • Enable an agent to receive and respond to chat conversations initiated from Service Portal.

    Before you begin

    Role required: admin

    Procedure

    1. Install the Advanced Work Assignment plugin (com.glide.awa).
    2. Install the Agent Chat plugin (com.glide.interaction.awa).
    3. Configure the Agent Chat Queue.
      For example, to add agent groups who can handle the incoming chat conversations. For information about configuring queues, see Work item queues and Set up Agent Chat.