Configure the inbox in Service Operations Workspace

---
title: Configure the inbox in Service Operations Workspace
description: Enable an agent to receive and respond to chat conversations initiated from Service Portal.
locale: en-US
canonical_url: https://www.servicenow.com/docs/r/australia/it-service-management/service-operations-workspace/configure-inbox-in-sow.html
release: australia
product: Service Operations Workspace
classification: service-operations-workspace
topic_type: task
last_updated: "2026-09-10"
reading_time_minutes: 1
breadcrumb: [Configuring Service Operations Workspace for ITSM to improve your experience, Configuring Service Operations Workspace for ITSM, Service Operations Workspace for ITSM, IT Service Management]
---

# Configure the inbox in Service Operations Workspace

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://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/awa-queues.md) and [Set up Agent Chat](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/conversational-interfaces/ac-configure-agent-chat.md).


-   **[Enable automatic assignment of interactions to an agent](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/enable-automatic-assignment-interaction.md)**  
Automatically accept chat conversations for an agent without having to accept or reject them in the inbox.

**Parent Topic:**[Configuring Service Operations Workspace for ITSM to improve your experience](https://raw.githubusercontent.com/ServiceNow/ServiceNowDocs/australia/markdown/australia/it-service-management/service-operations-workspace/configuring-sow-to-improve-experience.md)