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A Chat Queue represents a business unit in your organization with specific responsibilities. You can create multiple Chat Queues with different agents assigned to them, and define whether a Chat Queue can be used as an option for chat transfers, routing rules, auto distribution, etc. |
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Add Chat Queue
Prerequisites
A valid system admin account.
Step-by-Step Instructions
Go to your system
CloudCX installation domain, and log in with the admin account.From the left navigation menu, go to Global Settings > People > Chat Queue.
Click on the “+” button to add chat queue.
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On the New Chat Queue > General Setting page, enter the chat queue name and add agents to the chat queue. You can add descriptions to help you identify the chat queue.
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(Optional) Define whether the chat queue can be used in Omni Widget and Inbox. By default, a newly created chat queue can be used in both Omni Widget and Inbox.
Available in Omni Widget: When selected, the chat queue appears as an option in Web Chat configurations such as auto distribution, routing rules, and flows.
Available in Inbox: When selected, the chat queue appears as an option in Inbox configurations such as auto distribution, routing rules and WhatsApp flows.
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Click Save.
Now you have successfully created a chat queue.
For more settings about Chat Queue, you can find more details about Chat Queue Management 9.1.2 Queue Management.