Unified Inbox
Handle voice, chat, email, and social conversations in one queue with customer identity, ownership, priority, and SLA visible.
Service Operations / Feature
Service Workspace
Give service teams one place to understand the customer, act across channels, and resolve work without switching systems.
SERVICE WORKSPACE AT A GLANCE
Unified InboxAI Response SuggestionsMulti-session HandlingGuided WorkflowsQuick Actions
SERVICE WORKSPACE FLOW
From Unified Inbox to Quick Actions.
The workspace combines the active conversation, customer timeline, open work, knowledge, AI guidance, approvals, and application actions.
ConversationCaseCustomer event
1
Unified InboxHandle voice, chat, email, and social conversations in one queue with customer identity, ownership, priority, and SLA visible.
2
AI Response SuggestionsGenerate grounded reply suggestions from conversation context, customer history, approved knowledge, and the action currently required.
3
Multi-session HandlingWork across several customer conversations with separate context, drafts, timers, and ownership protected for each active session.
4
Guided WorkflowsFollow the correct forms, checks, approvals, and next steps for complex requests directly within the agent workspace.
5
Quick ActionsComplete common actions such as updating records, booking appointments, issuing documents, or creating follow-up work without changing screens.
Service Operations contextConnected business systemsControls, approvals & audit
SERVICE WORKSPACE CAPABILITY MAP
Capabilities across the Service Workspace flow.
Each capability advances the same operating record instead of creating another disconnected queue.
Customer Context Panel
See profile, interaction history, open cases, orders, payments, entitlements, and recent activity beside the active conversation.
AI Response Suggestions
Generate grounded reply suggestions from conversation context, customer history, approved knowledge, and the action currently required.
Knowledge Integration
Search approved knowledge from the workspace, insert relevant guidance, and preserve the source used in the response.
Multi-session Handling
Work across several customer conversations with separate context, drafts, timers, and ownership protected for each active session.
Real-time Collaboration
Mention specialists, request help, transfer ownership, and share internal notes without losing the customer conversation or case history.
Guided Workflows
Follow the correct forms, checks, approvals, and next steps for complex requests directly within the agent workspace.
Performance Dashboard
Track workload, response time, resolution, SLA attainment, quality, and customer satisfaction by agent, queue, channel, and period.
Quick Actions
Complete common actions such as updating records, booking appointments, issuing documents, or creating follow-up work without changing screens.
SEE IT IN YOUR OPERATION
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