Agent Inbox controls

  • Rversion finale: Australia
  • Mis à jour 12 mars 2026
  • 1 minute de lecture

    • 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

    Figure 1. Agent availability in Agent Workspace Inbox
    Agent Workspace inbox availability states.
    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.
    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 rejection controls

    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.