Working from the agent inbox in Agent Workspace for HR Case Management

  • Freigeben Version: Australia
  • Aktualisiert 12. März 2026
  • 1 Minute Lesedauer

    • Use the agent inbox to manage your incoming work, such as chats, HR cases, and interactions.

    Vorbereitungen

    Role required: sn_hr_core.case_writer

    Prozedur

    1. Navigate to All > HR Case Management > Agent Workspace for HR Case Management.
    2. Select the HR Agent WS - Inbox icon inbox icon.
    3. From Status, select Available.
    4. When a chat comes through the chat queue, select Accept.
    5. From the active chat panel, you can start chatting.
    6. Select the HR Agent Workspace - Quick action icon quick action icon, or enter a back slash (/) in the chat area.
    7. Select a quick action to quickly create an HR case, show related response templates, transfer chat to another agent, or transfer the chat to another queue.