---
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


---

# Create or change an inbox layout

# Create or change an inbox layout {#ariaid-title1}

* Freigeben Version: Australia
* 
* Aktualisiert 12. März 2026
* 
* ![](https://www.servicenow.com/docs/portal-asset/ico-clock) 2 Minuten Lesedauer

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.

## Vorbereitungen

Role required: awa_admin or admin. Users with the awa_manager or agent role can
review inbox layouts.

## Warum und wann dieser Vorgang ausgeführt wird

Cards represent work items in an agent's inbox in Agent Workspace.
Each channel has a default layout for these cards, which can display up to five
fields from the related table record. Use the Inbox Layout form to change a default
layout, such as the name, short description, and the specific fields displayed on
the card, for example channel and contact or consumer name. You can also specify
certain conditions that determine when the card layout is used.

## Prozedur

1. Navigate to the service channel settings through one of the following navigation paths:
   * AllAdvanced Work AssignmentHome.

     In the Essential settings section, select Set up service channels.
   * AllAdvanced Work AssignmentService Channels.
   {#awa-modify-inbox-layout__choices_nt4_2f3_tvb}
2. Select the service channel to be updated.
3. In the Service Channel form, select the Inbox Layouts related link.  
   * To create a layout, select New.
   * To change a layout, select the layout to be updated.
   {#awa-modify-inbox-layout__ul_mnf_vtg_cgb}
4. On the form, fill in the fields.  
   {#awa-modify-inbox-layout__table_zfm_m5g_cgb__entry__2}

   | Field | Definition |
   |-|-|
   | Name | The name of the inbox layout. |
   | Service channel | The name of the selected service channel. |
   | Short description | The description of the inbox layout. |
   | Order | The order in which the layouts appear in the agent inbox. |
   | Condition | A condition that determines when this layout is used. Use the condition builder to specify a condition that must evaluate to true to apply the layout. |
   | Card layout | Example card layout. |
   | Field 1 | The field from the table for the channel, for example the Interaction \[interaction\] table for the chat service channel. Select the field or select None to remove an existing field. |
   | Field 2 | The field from the table for the channel, for example the Interaction \[interaction\] table for the chat service channel. Select the field or select None to remove an existing field. |
   | Field 3 | The field from the table for the channel, for example the Interaction \[interaction\] table for the chat service channel. Select the field or select None to remove it. |
   | Field 4 | The field from the table for the channel, for example the Interaction \[interaction\] table for the chat service channel. Select the field or select None to remove it. |
   | Field 5 | The field from the table for the channel. For example, the Interaction \[interaction\] table for the Chat service channel. Select the field or select None to remove it. |
   [ ]

   {#awa-modify-inbox-layout__table_zfm_m5g_cgb}
5. Select Submit for a new layout or Update to modify a layout.  
   The layout is added to or updated in the Inbox Layout \[awa_inbox_layout\] table.

## Nächste Maßnahme

As needed:

* [Override
  the agent capacity](https://servicenow-prod.fluidtopics.net/zRxniKTv0qFkgL7HUvdkMg "Change the default number of work items that an agent can handle for a service channel.") value for selected agents or groups.
* [Create or change a work item
  queue](https://servicenow-prod.fluidtopics.net/wxipBugudpdsaP6kwtSIYg "Define or change a queue so that you can determine which work items are routed automatically to agents through a given service channel.") for the channel.
{#awa-modify-inbox-layout__ul_rlg_3fc_sfb}