---
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


---

# Inbox layout

# Inbox layout {#ariaid-title1}

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

The inbox layout determines the information shown on work item cards displayed in an
agent's inbox.

The AWA admin (awa_admin) can configure layouts that represent items in an agent inbox. The
configuration allows agents to see the most important attributes by service channel work items.
The fields specified on the inbox layout determine the information displayed for a work item.

Each base system service channel provides preconfigured inbox layouts for work items. The AWA
admin can view and edit these layouts and also create new layouts.  
Up to five fields can be shown in the card layout.

* Fields can be added from the table that the service channel points to.
* Fields are dot-walkable.
* The first field added to the layout becomes the title field on the card.
{#awa-inbox-layout__ul_ldf_c3h_sfb}

## Layout example {#awa-inbox-layout__section_nzp_pdx_s2b}

For chats that do not have either a contact or consumer, the layout includes only the chat subject. You control the display of the Time to accept count (timer) and the Reject button
through the [agent assignment rules](https://servicenow-prod.fluidtopics.net/340A_JG4F6_L1xbrw54edw "Set the Advanced Work Assignment criteria for assigning work items to agents. Choose the assignment rule that considers the agent with the most capacity or the agent who has gone the longest without work. Establish the settings for the auto-assign handling, reject handling, and skill handling related lists.").

See [Create or change an inbox layout](https://servicenow-prod.fluidtopics.net/kIFx_3nUX04Et7syxeD7pA "Create or change the card layout for inbox items for a given service channel. Card layouts are displayed in the agent inbox view of Agent Workspace.") for more information on accessing and modifying an inbox layout.