Make your service channel available in Agent Workspace

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

    • Make your service channel available in Agent Workspace so that agents can receive change requests in their inbox.

    Before you begin

    Role required: awa_admin or admin

    Procedure

    1. Navigate to the presence states settings through one of the following navigation paths:
      • All > Advanced Work Assignment > Home.

        In the Additional settings section, select Set up presence states.

      • All > Advanced Work Assignment > Presence States.
    2. Open Available.
    3. On the form, move Change Request to the Selected list.
    4. Select Active (if not already selected).
    5. Select Update.