1.2.2 Chat Queue

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Last updated: Sept 10, 2024
1 min read

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.

Add Chat Queue

Prerequisites

A valid system admin account.

Step-by-Step Instructions

  1. Go to your system CloudCX installation domain, and log in with the admin account.

  2. From the left navigation menu, go to Global Settings > People > Chat Queue.

  3. Click on the “+” button to add chat queue.

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  1. 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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  1. (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.

  1. 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 Chat Queue Management.