The agent interface allows agents to respond to customer messages on all channels, whether it’s from mobile messaging, web chat, email, or social media channels. This allows agents to respond efficiently to messages, comments, and issues posted or sent via Twitter, Facebook, and more.
The configuration for the agent interface is done via the admin interface — from routing rules for incoming chat messages to user access and permissions. Administrators can enable features for agents, such as the reply assistant and Ask an Expert. If you are an administrator, you might want to read Intro to agent configuration
Within the agent interface, the Inbox and Routing mode are the two operational modes that agents can use to manage conversations. Conversations are customer cases assigned to agents. You can access these modes via the left-hand navigation bar. For more information on how to navigate the agent interface, visit Navigation and layout for Agent
Note that while the Inbox and Routing mode have similarities, these two operational modes have unique features. The main difference between the Inbox and Routing mode is how messages are organized and routed to agents.
Now let’s take a closer look at each operational mode, starting with the Inbox.