System guide
Queues
All queue configuration is available from Routing Rules → Queues, including adding agents to a queue.
A queue is a buffer for agents handling user conversations, operating on a first-in, first-out basis. Agents must be associated with a queue to receive messages from users. When a user messages a number, routing rules decide which queue the conversation enters, and the queue decides which agent handles it. This page covers how to create a queue and its basic settings: adding members, allocation strategies, and capacity and timeout limits.
Queue list
The following table explains each field in the queue list:
| Column | What it shows |
|---|---|
| Name | The queue name, with its description shown underneath |
| Strategy | The allocation strategy used to pick an agent |
| Members | How many agents are in the queue |
| Rules | How many routing rules currently point at this queue |
| Status | Active or Disabled |
Creating a queue
Click New Queue at the top right of the list. You only need to fill in two fields:
- Name (required) — up to 64 characters, for example
Sales Queue. The Create Queue button stays disabled until you enter a name. - Description (optional) — a short note about what the queue is used for.
Click Create Queue. On success you see a Queue created confirmation, the dialog closes, and the list refreshes. A new queue starts empty — its next step is adding members and reviewing its settings, both covered below.
Sales or Billing support makes it obvious which conversations should land where when you build rules later.Queue detailed configuration
Click View Details on any queue or click the queue row to open its detail page. The top of the page shows the queue name, its strategy, and its status. If you have set waiting controls, you also see badges for Max waiting and Wait timeout. Two buttons sit at the top right:
- Queue Settings — edit the name, status, strategy, and waiting controls.
- Manage Members — choose which agents belong to the queue.
Below that is the Memberslist, showing each agent's name, username, and current status (such as ONLINE, OFFLINE, or BUSY). AI agents are marked with an AI badge next to their name. A new queue shows No members yet. until you add some.
Adding members
On the detail page, click Manage Members. In the dialog, tick the agents to add to this queue and untick those that should not be included.
Click Save. On success you see Members updated, the dialog closes, and the member list refreshes. A queue can hold up to 500 agents.
Allocation strategies
When a routing rule sends a conversation to a queue, the queue's strategy decides which member takes it. You set this in Queue Settings.
| Strategy | How it picks an agent |
|---|---|
| Least Active | Sends the conversation to the member currently handling the fewest active conversations, balancing load |
| Round Robin | Hands conversations to members in turn, cycling through the queue |
Changing the strategy affects how new conversations are assigned from that point on; it does not move conversations that are already with an agent.
Capacity and timeout
In Queue Settings, two optional limits can be configured to control how conversations wait when no agent picks them up immediately. Each one has a toggle — leave it off and there is no limit.
Max waiting sessions
This caps the number of unassigned (pending) conversations parked in the queue. When the cap is reached, routing rules treat this queue as unavailable and fall through to the next rule, so a busy queue does not keep piling up waiting customers with nowhere to go. Accepts a whole number from 0 to 10,000. Leaving the limit off means no cap — the queue the queue will not reject new conversations based on the length of the waiting queue.
0 means the queue accepts no new conversations at all. The settings dialog shows an amber warning when you enter 0. Use a positive number unless you really intend the queue to reject everything.Max wait seconds
This sets how long a conversation may wait in the queue before it is automatically closed. Accepts a whole number of seconds from 0 to 86,400 (24 hours); the dialog shows the equivalent in readable form, such as ≈ 10m or ≈ 1h 30m, as you type. If the routing group has a fallback reply enabled, that reply is sent to the customer before the conversation closes. Leaving the limit off means conversations never time out for waiting too long.
AI auto-tag classifier
Queue Settings also lets you choose an AI auto-tag classifier. When a conversation in this queue closes, the chosen AI agent reads the transcript and applies contact tags automatically, so closed conversations are categorised without manual effort. Pick an AI agent from the dropdown, or leave it on None — disable auto-tag to turn the feature off. The
Editing and deleting queues
Open Queue Settings from the row menu or the detail page to edit the name, description, status, strategy, and the controls above. The Active switch turns the queue on or off — a disabled queue is skipped by routing rules, which is a quick way to take a queue out of service without deleting it. On success you see Queue settings updated.
To remove a queue, choose Delete Queue from the row menu and confirm. This cannot be undone.