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Queue Configuration

Queue list

When you select Queues Configuration option, you will see a list of all the queues that have been created. You can click on any queue to view its details.

Default queue

A queue named “default” is created automatically when Live Chat is installed. It serves as a fallback option for incoming chats when no other queues have been configured. For operational purposes, the name of this queue cannot be changed, but you can edit its title which will be visible to users.

Adding a new queue

An option to add a new queue is also available. To add a new queue, click on the “Add Queue” button and fill in the required information.

Mandatory fields for creating a new queue include:

  • Queue Name: A unique name for the queue.
  • Notification Team: The team that will receive notifications for this queue.
  • Operational Calendar: The calendar that defines the working hours for this queue.

Queue details

When you click on a queue from the list, you will be taken to the queue details page. Here, you can view and edit the queue’s information.

Configuration

  • Queue Name: The unique name of the queue.
  • Enabled: A toggle to enable or disable the queue. If a queue is disabled, it will not receive any new chats.
  • Busy: Temporarily mark the queue as busy, which means it will not receive new chats until it is marked as not busy again. When busy, a message can be displayed to customers to inform them that the queue is currently unavailable. This message can be changed using the UI Translations feature
  • Show Confirmation: A toggle to enable or disable the confirmation message that is shown to customers when they are assigned to this queue.
  • Notification Team: The team that will receive notifications for this queue when a new chat is assigned to it.
  • Operational Calendar: The calendar that defines the working hours for this queue. This is important for determining when agents are available to take chats from this queue.

Subscriptions

The subscriptions allow you to select which customers can see and select the queue when starting a chat session. When a user is subscribed to more than one queue, they will be prompted to select which queue they want to direct their enquiry to.

Queue selection

Tip

The message shown to customers can be changed using the UI Translations feature.

Subscriptions can be applied individual users, contacts, or a groups that contain multiple users. The following subscription options are available:

  • Company
  • Department
  • Team
  • Site
  • Contact
  • External Company
  • All Contacts
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