Inbox view in the agent workspace allows agents to quickly perform a preliminary assessment of the service requests coming from different channels for a timely response. Agents can view cases, conversations, and activities assigned in the inbox tab.
To enable inbox for the agents, inside the Customer Service admin center
Navigate to Agent Experience >> Workspaces >> Agent Experience profiles >> Manage
We can create new profiles or can add users to any of the existing profile that has inbox enabled
E.g. Customer Service Trial profile has the inbox enabled.
Below is the agent experience profile record, that doesn’t have inbox enabled.
Let us add one of the users to the below profile.
The Customer Service workspace before the user’s inbox is enabled. We can only see the Home tab.
After adding the user to the profile.
The agent can see the Inbox tab.
The agents can see the views configured in the profile inside the inbox tab.
Read more about Configuring the Inbox
To learn more about Voicemail- https://neilparkhurst.com/2022/11/08/omnichannel-for-customer-service-voicemail/
Hope it helps.
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