---
sourceDocument: Australia Employee Service Management
sourceDocumentLink: https://servicenow-prod.fluidtopics.net/r/employee-service-management

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia Employee Service Management

ft:clusterId :

    - emplsm

bundleId :

    - emplsm

workflow :

    - Employee


---

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

# Working from the agent inbox in Agent Workspace for HR Case Management {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Use the agent inbox to manage your incoming work, such as chats, HR cases, and
interactions.

## Before you begin

Role required: sn_hr_core.case_writer

## Procedure

1. Navigate to AllHR Case ManagementAgent Workspace for HR Case Management.
2. Select the 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 ![]() quick action icon, or enter a backslash (/) 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.

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