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

---
title: Working from the agent inbox in Agent Workspace for HR Case Management
description: Use the agent inbox to manage your incoming work, such as chats, HR cases, and interactions.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/employee-service-management/agent-workspace-for-hr-case-management/hr-agent-ws-chat-use.html
release: australia
product: Agent Workspace for HR Case Management
classification: agent-workspace-for-hr-case-management
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Using chat in Agent Workspace for HR Case Management, Use, Agent Workspace, HR Service Delivery, Employee Service Management]
---

# 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 \(\[Omitted image "icon-inbox.png"\] Alt text: HR Agent WS - 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 \[Omitted image "quick-action-icon.png"\] Alt text: HR Agent Workspace - Quick action icon 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.