---
sourceDocument: Australia Conversational Interfaces
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/de-DE/conversational-interfaces

 Release :

    - australia

ft:locale :

    - de-DE

ft:publication_title :

    - Australia Conversational Interfaces

ft:clusterId :

    - convint

bundleId :

    - convint

workflow :

    - Platform


---

# Agent Inbox controls

# Agent Inbox controls {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 Minute Lesedauer

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}

Abbildung : 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=australia&pubname=australia-api-reference&ft:locale=en-US)
* [Agent - Global (JavaScript
  APIs)](https://www.servicenow.com/docs/access?context=c_AgentAPI&version=australia&pubname=australia-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.