# Chat queue

Review waiting conversations and understand how routing, priority and waiting time affect their next assignment.

*Release 3.3 · admin, operator, supervisor, visitor*

**Chat Queue List** · **Queue**

## What it is

Queues hold conversations that are waiting for service. Routing decides who can take each conversation, and priority and waiting time help decide the order. The position shown to a visitor is not a promise that they will be the next person served across the whole website.

## Who uses it and why

- Operators take eligible waiting conversations.
- Supervisors review waiting work and use **Transfer** or **Remove** where available.
- Operators with the **Settings** role configure routing, operator limits and waiting messages; Powerfront manages website queue policies.
- Visitors see waiting information and any configured waiting actions.

## Where to find it

Open **Queue** or **Chat Queue List** from the floor's queue controls. **Chat Queue List** shows **Owner**, **Channel Queue**, **Global Queue**, **Message** and **Actions**.

## How it works

1. A conversation enters a queue when it needs assignment or returns for service.
2. INSIDE evaluates its channel, team and skill restrictions and the capacity of eligible operators.
3. It assigns the work directly, offers it for acceptance, or leaves it waiting.
4. Queue positions update as conversations enter, leave or change order.

The default ordering favours team-routed work, then work transferred to skills, then conversation priority. Within comparable work, waiting time matters; web chat also uses the time it last joined the queue. Custom website routing can alter the default order.

An ordinary visitor's position is calculated within the applicable channel and mandatory-skill grouping. A conversation eligible for several channels can receive the earliest applicable position. Voice uses separate oldest-first processing.

Use **Take** for eligible manual pickup. The legacy list hides **Take** for your own queued visitor and restricts some actions according to role and availability. Managers can also see **Transfer** and **Remove** queue actions.

Themes can supply three waiting messages and optional **Action Button** choices. In managed non-broadcast handling, messages can follow the configured intervals. Broadcast handling can advance them after failed offer attempts. A visitor who chooses a configured action starts its task and leaves the queue for that action.

## Configure it

With the **Settings** role, set channel routing, skill matching and operator limits together. Review **Priority** on the relevant conversation and **Can cherry pick conversations from the queue** on the operator. Ask Powerfront about queue ordering or to change **Keep original channels when moving back to queue** and **Enforce subsite permissions in queue**.

With the **Settings** role, review **Actions while waiting in Queue** in **Themes**. Enable **Enable Actions in Queue**, choose **Channel/s**, enter the waiting messages and configure the available **Action Tasks**. The legacy visitor pane has a separate **Chat Queue Message**.

### Settings

| Setting | Where | Applies to | Default | Who can change it | What it does |
|---|---|---|---|---|---|
| Keep original channels when moving back to queue | Settings › General Settings › Admin | website | Off | Powerfront, on request | Preserves original routing in eligible requeue cases, including some assigned or postponed work. |
| Chat Queue Message | Settings › Chat › Chat Pane | website | Not set | Settings role | Sets the localised waiting message in the legacy visitor chat pane, with queue position and estimated waiting time substitutions. No saved custom message is supplied when unset; the editor initially suggests You are now position {position} in the queue. |
| Enable notification bubble for chats in queue | Settings › Chat › General Settings | website | Off | Settings role | Controls the floor notification bubble for queued chats. |
| Enforce subsite permissions in queue | Settings › General Settings › Admin | website | Off | Powerfront, on request | Applies operator subsite restrictions to the queue experience. |
| Enable Actions in Queue | Settings › Chat › Themes › Actions while waiting in Queue | website | Off | Settings role | Enables the selected theme's queue messages and configured waiting actions. |
| Channel/s | Settings › Chat › Themes › Actions while waiting in Queue | website | Not set | Settings role | Restricts queue messages and actions to selected channels; no selection allows them across channels. |
| Queue Message 1 | Settings › Chat › Themes › Actions while waiting in Queue | website | Not set | Settings role | Sets the first localised waiting message. No custom message is supplied when unset. |
| Seconds | Settings › Chat › Themes › Queue Message 1 | website | Not set | Settings role | Sets the first queue-message interval in timed handling, with an editor minimum of 0. No interval is preset; an unset value is treated as zero. |
| Queue Message 2 | Settings › Chat › Themes › Actions while waiting in Queue | website | Not set | Settings role | Sets the second localised waiting message. No custom message is supplied when unset. |
| Seconds | Settings › Chat › Themes › Queue Message 2 | website | Not set | Settings role | Sets the second queue-message interval in timed handling, with an editor minimum of 1. No interval is preset; an unset value is treated as zero. A positive interval is needed for this message stage. |
| Queue Message 3 | Settings › Chat › Themes › Actions while waiting in Queue | website | Not set | Settings role | Sets the third localised waiting message. No custom message is supplied when unset. |
| Seconds | Settings › Chat › Themes › Queue Message 3 | website | Not set | Settings role | Sets the third queue-message interval in timed handling, with an editor minimum of 2. No interval is preset; an unset value is treated as zero. A positive interval is needed for this message stage. |
| Action Button | Settings › Chat › Themes › Actions while waiting in Queue › Action Tasks | website | Not set | Settings role | Sets a localised button label for a configured waiting action. No button label is preset. |
| Action Task | Settings › Chat › Themes › Actions while waiting in Queue › Action Tasks | website | Not set | Settings role | Chooses the available task started by the corresponding waiting-action button. No task is selected when unset. |
| Enable Queued Chat Warning Message | Settings › Chat › Themes › Queued Chat Warning | website | Off | Settings role | Enables the queue warning when that theme section is available. |
| Queued Chat Warning Message | Settings › Chat › Themes › Queued Chat Warning | website | Not set | Settings role | Sets the localised queue warning text. No custom warning text is supplied when unset. |
| Seconds | Settings › Chat › Themes › Queued Chat Warning | website | Not set | Settings role | Sets a positive waiting interval before the queue warning. No interval is preset; an unset value is treated as zero. The warning needs a positive interval. |

### Fields

| Field | Where | Required | What it is for |
|---|---|---|---|
| Priority | Conversation details | No | Changes the selected conversation's priority within the applicable routing order. |

### Permissions

| Permission | Lets you |
|---|---|
| Chat | View available queued work and use the offered pickup actions. |
| Manager | The Chat Queue List offers Transfer and Remove controls to managers. |
| Can cherry pick conversations from the queue | Allows the operator to choose individual queued conversations where the console offers that action. |

## Limits and good to know

- Postponed assignment, pending acceptance and some AI or workflow handling can keep work out of ordinary assignment.
- Queue ordering is refreshed periodically; changing a priority need not produce an immediate assignment.
- Preserving original channels does not preserve an in-progress transfer or override an explicit operator restriction.
- The legacy **Chat Queue List** omits conversations with an operator-authored message. Use the broader **Queue** view to investigate other waiting work.

## Depends on and works with

### This feature uses

- **Requires** [Starting, ending and expiring chats](CHAT-001.md): Queued work is an active conversation subject to lifecycle and expiry rules.
- **Configured in** Admin settings and feature switches (managed by Powerfront): Admin settings control original-channel preservation and subsite enforcement when work is queued.
- **Configured in** [Operator settings](ADM-010.md): Operator settings control permission to choose individual conversations from the queue.
- **Configured in** [Departments](CHAT-006.md): Channel and team routing determine which operators can serve waiting work.
- **Configured in** [Skillsets and skills-based routing](CHAT-007.md): Mandatory skill matching affects queue lanes and eligible operators.
- **Configured in** [Chat limits and wind-down](CHAT-008.md): Capacity limits affect when waiting work can be assigned.
- **Configured in** [Postponing conversations](CHAT-012.md): Assignment postponement prevents ordinary queue pickup until eligible again.
- **Configured in** [Virtual Assistant task pauses and handover](ENG-015.md): Workflow control can defer assignment to a human operator.
- **Configured in** [Visitor chat themes and branding](VX-003.md): The selected theme supplies waiting messages and optional action buttons.
- **Works better with** [Broadcast for acceptance](CHAT-009.md): Outstanding acceptance offers defer ordinary reassignment.
- **Works better with** [Transferring conversations](CHAT-010.md): Transfers can place work in destination-specific routing.
- **Works better with** [Taking and pinning conversations](CHAT-011.md): Operators can take eligible queued conversations manually.
- **Works better with** [Virtual Assistant task setup](ENG-009.md): Queue action buttons can start configured tasks instead of continuing to wait for an operator.
- **Works better with** [Visitor chat status and waiting](VX-007.md): The visitor experience can display queue position and waiting information.
- **Related** [Voice queue and call offers](RTC-003.md): Voice calls use a separate queue and call-offer process.

### Used by

- **Required by** [Broadcast for acceptance](CHAT-009.md): Offers are made for waiting conversations eligible for assignment.
- **Configures** [Visitor chat status and waiting](VX-007.md): The queue provides position and estimated waiting time.
- **Configures** [Messaging conversations](CHN-002.md): The shared queue controls operator assignment.
- **Configures** [Email ticket handling and statuses](CHN-026.md): Queue routing and eligibility settings determine how unassigned tickets reach operators.
- **Configures** [Broadcast acceptance and queue action reports](REP-007.md): Actions while waiting in Queue defines the action buttons and tasks measured by Queue Actions.
- **Enhances** [Saved search filters](VIS-014.md): Queue searches supply the criteria and sort order saved in queue filter tabs.
- **Enhances** [Chat tray](CON-013.md): Queued conversations can show their queue positions.
- **Enhances** [Operator notifications and alerts](CON-018.md): Queued chats have a separate website bubble option.
- **Enhances** [Stats Bar and My Stats](CON-024.md): Queue statistics supply available queue indicators.
- **Enhances** [Mobile console](CON-033.md): The mobile queue shows and takes permitted queued work.
- **Enhances** [Starting, ending and expiring chats](CHAT-001.md): Queues hold unassigned conversations until they are assigned or expire.
- **Enhances** [Departments](CHAT-006.md): Work waits in queues when it cannot be assigned immediately.
- **Enhances** [Transferring conversations](CHAT-010.md): Some transfers wait in a destination-specific queue.
- **Enhances** [Taking and pinning conversations](CHAT-011.md): Manual pickup can take eligible work from a queue.
- **Enhances** [Postponing conversations](CHAT-012.md): Assignment postponement excludes work from ordinary queue pickup until eligible again.
- **Enhances** [Service levels and response timers](CHAT-029.md): Waiting time in the queue contributes to business response measures.
- **Enhances** [Visitor event updates to customer context](ENG-007.md): Queue events can change conversation priority.
- **Enhances** [Virtual Assistant task pauses and handover](ENG-015.md): A handover can place the conversation in a queue.
- **Enhances** [Custom bots and FAQ bots](ENG-020.md): Custom integrations can receive notification that work was pushed to a queue.
- **Enhances** [Email event rules and actions](ENG-022.md): A Transfer action can push a ticket to the queue.
- **Enhances** [Conversation detail and abandonment reports](REP-006.md): Queue history explains unassigned and queued abandonment.
- **Enhances** [Service Overview dashboard](REP-016.md): Queued chats supply queue counts and waiting-time measures.
- **Enhances** [Integration script selection for automated actions](EXT-016.md): Queue events can invoke custom scripts during queue processing.
- **Enhances** [Custom integrations](EXT-017.md): Custom queue hooks can alter queue processing for a particular deployment.
- **Related** [Operator availability status](CON-002.md): Taking queued work also checks availability, queue permissions and capacity.
- **Related** [Wind Down for operators](CON-003.md): Queue permissions can still allow manual pickup while you are winding down.
- **Related** [Autopilot handover and error handling](AI-004.md): Recovery can send a conversation to the human queue when no task or immediate assignment is available.

## FAQ and troubleshooting

### Why was someone behind me served first?

They may belong to a different routing group or need a different skill. Available operators can serve different queues.

### Why is work still waiting when an operator looks available?

Check skill eligibility, channel membership, capacity, postponement and outstanding acceptance offers.

### Why are Channel Queue and Global Queue different?

They describe different sets of waiting work. Neither guarantees the next assignment to a particular operator.

### Why is a requeued conversation missing from Chat Queue List?

That legacy list suppresses conversations containing an operator-authored message. Check **Queue** and conversation history.