| Info |
|---|
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. |
| Table of Contents |
|---|
...
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 Addon the “+” button to add chat queue.
...
On the New DepartmentChat Queue > General Setting page, enter the Name and the Description to identify the department. And you can add required agents to the queue.
...
Then, click Save.
...
the chat queue name and add agents to the chat queue. You can add descriptions to help you identify the chat queue.
...
(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.
...
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.