Published at: 2026-09-17
Customer service workbench
Scenario
Configure the session display, service follow-up, sidebar and extension tools of the customer service workbench.
Before you begin
The current account has the customer service workbench configuration permission.
Configuration steps
The customer service workbench is the core entrance for support agents to handle sessions. The configuration entrance is as shown in the figure below:
Step 1: Enter the customer service workbench settings
Configure session presentation mode
Definable display formats for multiple channels of IM and email conversations
- Independent mode: Sessions at each channel entrance are displayed using independent tabs. The effect is as shown in the figure below:
- Aggregation mode: IM channels and email channels are displayed using two fixed tabs respectively. The effect is as shown in the figure below:
Configure session grouping
For different channels, session groups can be set up to display qualified visitor sessions under the same group.
Configure sidebar layout
The sidebar layout designer is used to define the display content of the right area of the customer service workbench. With this feature, businesses can:
1. Configure different sidebars by application (customer service workbench/SDR workbench)
2. Distinguish layout by channel (IM/Mail/ Call Center )
3. Support differentiated configuration according to personnel/roles, etc.
The system presets five layouts, which can be added and modified according to actual needs:
Configure Custom Plugin
Allows you to customize the display content of the customer service workbench through pwc components to meet customers’ unique business requirements.
Expected Result
- Check the configured sidebar, quick entry and session processing area in the Customer Service Workbench.
- Use a test session to verify that agents can access required functionality.
- Confirm that the adjusted configuration only takes effect within the expected channel and role scope.
FAQ and troubleshooting
- When the configuration is not displayed, refresh the workbench and confirm that the current person has the corresponding role.
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When the page function is not available, check whether the workbench configuration has been saved. ## Related topics
- Initialization and basic configuration
- support agent management
- Handle sessions