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Using chat in Agent Workspace for HR Case Management › Using Agent Workspace for HR Case Management › Agent Workspace › HR Service Delivery › Employee Service Management
Release: Australia · Updated: 2026-03-12 · Official documentation · View source

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

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 All > HR Case Management > Agent Workspace for HR Case Management.

  2. Select the Inbox icon (

Image omitted: icon-inbox.png
HR Agent WS - Inbox icon\).

  1. From Status, select Available.

  2. When a chat comes through the chat queue, select Accept.

  3. From the active chat panel, you can start chatting.

  4. Select the

Image omitted: quick-action-icon.png
HR Agent Workspace - Quick action icon quick action icon, or enter a backslash \(/\) in the chat area.
  1. 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.