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Creating and Using Chat Queues

Our chat queue feature is powerful way for you to route chat requests to the right members for the job. Here's how you use them...

Enabling Chat Queues

Enabling Chat Queues

Head to the Chat Queues tab under Configurations to turn chat queues on. We recommend defining your chat queues and using our built in testing before you enable chat queues.

Creating and Viewing your Chat Queues

Creating and Viewing your Chat Queues

From here you can easily see which of your queues are enabled, how many members are included in each queue, and what filter the queue uses. You can also change the view to show more details on this information or simply by drilling in to the queue.

Queue Configuration

Queue Configuration

Once you've created your queue, you can choose which filter it uses. A company filter will route the chat request to the members inside matching queues, and a board (or Autotask queue) filter will route the chat request based on what board or queue the ticket is on.

After you're happy with the queue configuration, you can choose to enable it. Doing so makes this queue live and will immediately start listening for chat requests matching its criteria.

Testing

Testing

You can use the testing feature to test which queues are matched based on a company/companies and board/queue. You can also test with an existing ticket number to check which queue it would have matched.

Default Queue

The default queue should always be enabled. It acts as the fallback/catchall for when a ticket doesn't match any other queue; any members here will receive those chat requests. You could use it as your only queue if that's how you work best - this is beneficial if you want to control which staff receive chat requests (rather than them having to turn on "Do not disturb").

Other Information

If multiple queues are matched, then all members in all of those queues will be sent the chat notification and will have the request populate their person queue.