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

 Release :

    - australia

ft:locale :

    - en-US

ft:publication_title :

    - Australia IT Service Management

ft:clusterId :

    - itsm

bundleId :

    - itsm

workflow :

    - Technology


---

# Configure the inbox in Service Operations Workspace

# Configure the inbox in Service Operations Workspace {#ariaid-title1}

Release version: Australia  
Updated March 12, 2026  
![](https://www.servicenow.com/docs/portal-asset/ico-clock) 1 minute to read  
Enable an agent to receive and respond to chat conversations initiated from Service Portal.

## Before you begin

Role required: admin

## Procedure

1. Install the Advanced Work Assignment plugin (com.glide.awa).
2. Install the Agent Chat plugin (com.glide.interaction.awa).
3. Configure the Agent Chat Queue.  
   For example, to add agent groups who can handle the incoming chat conversations. For information about configuring queues, see [Work item queues](https://www.servicenow.com/docs/access?context=awa-queues&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US) and [Set up Agent Chat](https://www.servicenow.com/docs/access?context=ac-configure-agent-chat&version=australia&pubname=australia-conversational-interfaces&ft:locale=en-US).
* **[Enable automatic assignment of interactions to an agent](https://servicenow-prod.fluidtopics.net/McG6QR~ywnrbs2MqMp1TvA)**   
  Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.