Overview
Connect AUTOMATION providers and use Agent Desk rules, outbox, result receipts, configuration governance, and audit state for service lifecycle automation.
Prerequisites
- A provider advertising AUTOMATION
Permissions required
Steps (4)
-
1
Choose the service trigger and scope
Use case, SLA, notification, integration, problem, provider-work, or scheduled workflow state as the governed automation context.
Tips
Validation
Success criteria
-
2
Define rules and conditions
Configure Agent Desk automation rules, conditions, actions, provider connection, and the case/context fields used by the workflow.
Tips
Validation
Success criteria
-
3
Dispatch governed automation work
Agent Desk records the execution and provider command through its automation and integration runtime.
Tips
Validation
Success criteria
-
4
Receive results and audit the outcome
Process automation.result.receive, update execution state, and retain the resulting case/configuration/audit history.
Tips
Validation
Success criteria
About this guide
Agent Desk is a complete service-operations workspace for customer and internal support. Requests can enter from staff, customer portals, trusted applications, APIs, governed workspace calls, Bridge v2 connections, events, and configured inbound providers.
Agents work from permission-aware queues with skills, presence, capacity, assignment, priority, SLA, requester identity, live business context, customer conversation, internal notes, attachments, approvals, related work, source-authorized actions, and a complete case timeline.
Supervisors and operations teams manage queues, routing, service levels, problems and incidents, knowledge, quality, workforce, reports, integrations, automations, retention, audit, and enterprise identity from the same application. Connected systems integrate through capability-based provider contracts so each source application can remain authoritative for its own business data while Agent Desk owns service operations.