Plan requirement
| Subscription | Suite Professional or higher, Support Professional or higher |
| Access | Admin |
Building a layout, assigning it, and testing it on the screen size your agents use. Three components are always there and cannot be removed.
Build a layout
- Open Admin Center, then Workspaces, then Agent tools > Layouts.
- Click Create layout and give it a Name and a Description.
- Click Customize layout and drag the components into place.
- Click Preview and look at it before you commit.
- Click Save.
- Assign it: Set as default layout applies it to every agent, or attach it to a contextual workspace for one brand, group or ticket form.
Three components are always there and cannot be removed: the conversation thread, the customer context and the ticket fields. What you are arranging is everything around them, apps like Knowledge and side conversations included.
Start from what agents know
Building from empty means rediscovering which components matter. Write down where things sit today and change one thing at a time, so agents keep recognising their own screen. There is no duplicate action to lean on: an existing layout can be edited or deleted, and that is the whole menu.
Test at the right width
Watch the screen size. A layout designed on a large monitor and used on a thirteen-inch laptop looks completely different, and the panel you carefully placed is the one that wraps out of sight.
Ask what your agents use and check the layout at that size before you roll it out.
Roll it out to one group first
Assign the layout to a single group through a contextual workspace, let them use it for a week, and ask. Layout changes are felt immediately and opinions arrive quickly, which is exactly why a small first group is worth it.
Keep a way back
Do not edit the layout everyone is using. Duplicate it, change the copy, and switch groups over. Then reverting is switching back rather than rebuilding from memory.
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