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Manage your chat queue
Manage your chat queue

Use chat queue to manage and switch between your chat sessions.

Gareth Burroughes avatar
Written by Gareth Burroughes
Updated over a week ago

How Chat allocates incoming chats

Chat automatically assigns incoming chat sessions to agents on a one-to-one basis. An agent must have replied to their last message before they are assigned a new one. This way, incoming chats are always going to an active agent, and you're not overloading any agent with too many messages.

Viewing your chat queue

Your incoming chats appear in the chat queue – on the left side of the chat interface.


The chat queue sits on the left of the chat interface

Select your chat queue view

Select the tabs at the top of the chat queue to change the chats you see. The chat queue view options are:

  • My Chats
    Shows chats assigned to you.

  • All Chats
    Shows all the chats for all agents. For Chat admin users only.

  • Team chats (represented by the +person icon)
    Shows chats assigned to your team or agents on your team.

Filter your chat queue

Filtering your chat queue lets you only see the chats you need.

To filter your chats, select the drop-down filter menu at the top of the queue and select a filter option.

The filter options are:

  • Open
    All new and ongoing chats.

  • New
    Chats in your queue that you haven't responded to yet.

  • Replied
    Chats you have responded to but are still ongoing.

  • Completed
    Chats which have been resolved and marked as complete.

Chat queue information

Each message in the chat queue shows you information related to each individual chat session:

  • Visitor's name
    First-time visitors show as anonymous. You'll see the name of any returning visitors that you have previously identified and added as a contact.

  • Agent allocation
    The agent responsible for the chat.

  • Message preview
    A short preview of the message.

  • Timer
    The time passed since the visitor sent the message.

Next steps

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