Overview
Connect message ingress, customer reply transport, delivery status, notification delivery, and governed channel capabilities.
Prerequisites
- A provider or workspace app advertising the required communication capability
Permissions required
Steps (4)
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1
Discover the provider capabilities
Inspect the provider contract for CUSTOMER_MESSAGE_INGRESS, CUSTOMER_REPLY_TRANSPORT, CUSTOMER_DELIVERY_STATUS, CUSTOMER_COMMUNICATION, notification, or channel capabilities.
Tips
Validation
Success criteria
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2
Create the connection and capability binding
Configure the inbound/outbound connection and assign it to the required Agent Desk integration role.
Tips
Validation
Success criteria
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3
Configure communication policy
Set the source, conversation ownership, reply route, notification route, and channel policy used by cases.
Tips
Validation
Success criteria
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4
Verify message and delivery flow
Send a governed inbound message/reply and verify the Agent Desk conversation, recipients, provider command, and delivery status.
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.