Chat queue

This feature uses

• Admin settings and feature switches · managed by PowerfrontConfigured by

  Admin settings control original-channel preservation and subsite enforcement when work is queued.

• Operator settingsConfigured by

  Operator settings control permission to choose individual conversations from the queue.

• Starting, ending and expiring chatsRequires

  Queued work is an active conversation subject to lifecycle and expiry rules.

• DepartmentsConfigured by

  Channel and team routing determine which operators can serve waiting work.

• Skillsets and skills-based routingConfigured by

  Mandatory skill matching affects queue lanes and eligible operators.

• Chat limits and wind-downConfigured by

  Capacity limits affect when waiting work can be assigned.

• Broadcast for acceptanceEnhances

  Outstanding acceptance offers defer ordinary reassignment.

• Transferring conversationsEnhances

  Transfers can place work in destination-specific routing.

• Taking and pinning conversationsEnhances

  Operators can take eligible queued conversations manually.

• Postponing conversationsConfigured by

  Assignment postponement prevents ordinary queue pickup until eligible again.

• Virtual Assistant task setupEnhances

  Queue action buttons can start configured tasks instead of continuing to wait for an operator.

• Virtual Assistant task pauses and handoverConfigured by

  Workflow control can defer assignment to a human operator.

• Voice queue and call offersRelated

  Voice calls use a separate queue and call-offer process.

• Visitor chat themes and brandingConfigured by

  The selected theme supplies waiting messages and optional action buttons.

• Visitor chat status and waitingEnhances

  The visitor experience can display queue position and waiting information.

Used by

• Saved search filtersEnhances

  Queue searches supply the criteria and sort order saved in queue filter tabs.

• Operator availability statusRelated

  Taking queued work also checks availability, queue permissions and capacity.

• Wind Down for operatorsRelated

  Queue permissions can still allow manual pickup while you are winding down.

• Chat trayEnhances

  Queued conversations can show their queue positions.

• Operator notifications and alertsEnhances

  Queued chats have a separate website bubble option.

• Stats Bar and My StatsEnhances

  Queue statistics supply available queue indicators.

• Mobile consoleEnhances

  The mobile queue shows and takes permitted queued work.

• Starting, ending and expiring chatsEnhances

  Queues hold unassigned conversations until they are assigned or expire.

• DepartmentsEnhances

  Work waits in queues when it cannot be assigned immediately.

• Broadcast for acceptanceRequires

  Offers are made for waiting conversations eligible for assignment.

• Transferring conversationsEnhances

  Some transfers wait in a destination-specific queue.

• Taking and pinning conversationsEnhances

  Manual pickup can take eligible work from a queue.

• Postponing conversationsEnhances

  Assignment postponement excludes work from ordinary queue pickup until eligible again.

• Service levels and response timersEnhances

  Waiting time in the queue contributes to business response measures.

• Visitor chat status and waitingConfigured by

  The queue provides position and estimated waiting time.

• Visitor event updates to customer contextEnhances

  Queue events can change conversation priority.

• Virtual Assistant task pauses and handoverEnhances

  A handover can place the conversation in a queue.

• Custom bots and FAQ botsEnhances

  Custom integrations can receive notification that work was pushed to a queue.

• Email event rules and actionsEnhances

  A Transfer action can push a ticket to the queue.

• Autopilot handover and error handlingRelated

  Recovery can send a conversation to the human queue when no task or immediate assignment is available.

• Messaging conversationsConfigured by

  The shared queue controls operator assignment.

• Email ticket handling and statusesConfigured by

  Queue routing and eligibility settings determine how unassigned tickets reach operators.

• Conversation detail and abandonment reportsEnhances

  Queue history explains unassigned and queued abandonment.

• Broadcast acceptance and queue action reportsConfigured by

  Actions while waiting in Queue defines the action buttons and tasks measured by Queue Actions.

• Service Overview dashboardEnhances

  Queued chats supply queue counts and waiting-time measures.

• Labs, demo and testing tools · managed by PowerfrontRelated

  Compact Filters also changes the Queue filter layout.

• Integration script selection for automated actionsEnhances

  Queue events can invoke custom scripts during queue processing.

• Custom integrationsEnhances

  Custom queue hooks can alter queue processing for a particular deployment.