Queues

Queues let you organize incoming conversations and route them to the right agents using the distribution strategy that best fits your team's workflow. Each queue is an account-level resource — it spans all bots and channels on your account, giving you a single place to manage conversation distribution.

Queue Configuration requires the Queue Management feature to be enabled on your subscription plan. Only account owners and admin members with the manage permission can create or edit queues.

Accessing the Queues Page

The Queues entry appears as a top-level item in the Designer navigation bar, alongside Dashboard, My Bots, My Users, and Templates. It is visible only when your subscription plan includes the Queue Management feature and your account role grants the necessary permissions.

Queue List View

The Queues page opens with a list of all queues configured on your account.

List Columns

Column	Description
Display Name	The operator-facing label for the queue.
Strategy	The distribution strategy used to route conversations (shown as a colored badge).
Conversations	[TODO]
Channels	Count of channels assigned to the queue.
Agents	Count of agents assigned to the queue.
Max Queue Size	Maximum number of conversations the queue will accept. 0 means unlimited.
Status	Active/Paused toggle. A paused queue stops accepting new conversations while existing ones continue to be worked.

Available Actions

• + Add New Queue: Opens the create form for a new queue.

• Search: Filter the queue list by name using the search bar in the top-right corner.

• Row menu (⋮): Each row provides contextual actions:

  • Edit: Open the queue configuration form.

  • Pause / Resume: Toggle the queue status between Active and Paused.

  • Delete: Remove the queue (requires confirmation). A queue cannot be deleted if it still has conversations associated with it.

Pagination

The list supports pagination. Use the Queues per page selector at the bottom to control how many queues are displayed per page (default: 10).

Creating a Queue

1. Click + Add New Queue on the Queues page.

2. Fill in the configuration form (see Queue Configuration Form below).

3. Click Save.

A confirmation toast appears on success and the list reloads with the new queue.

Editing a Queue

1. Click the ⋮ menu on the queue row you want to edit.

2. Select Edit.

3. Modify the desired fields in the configuration form (the form is the same as Add New Queue).

4. Click Save.

Queue Configuration Form

The create/edit form has three sections: General, Channels, and Agents.

General

Display Name is required. It is the operator-facing label for the queue.

Description is optional. Use it to describe the queue's purpose.

Distribution Strategy is required. It controls how conversations are assigned to agents. See Distribution Strategies.

Max Queue Size is optional. It limits concurrent conversations in the queue. Set it to 0 for unlimited conversations.

Channels

Assign one or more of your account's published channels to the queue. Conversations arriving through these channels will be routed into this queue.

• Use the multi-select picker to add or remove channels.

• Each channel can only appear once per queue (no duplicates).

Agents

Assign agents (team members with operator rights) to the queue. Each agent assignment carries queue-specific settings:

Agent is required. The team member must have conversation-level operator rights.

Priority is required. Set it from 1 (highest) to 10 (lowest).

Max Concurrent is required. It sets the agent's simultaneous conversation limit for this queue. The minimum value is 1.

• Click + Add Agent to add a new agent row.

• Use the ⋮ menu on each agent row to remove the assignment.

• An agent cannot be assigned to the same queue more than once.

Distribution Strategies

The distribution strategy determines how the queue assigns incoming conversations to available agents. Three strategies are supported:

Strategy	Behavior
Round Robin	Agents are selected in a rotating order, ensuring an even distribution of conversations.
Least Active	The agent with the fewest active conversations is selected first, balancing workload dynamically.
Random	An agent is selected at random from the available pool.

The distribution strategy works together with each agent's Priority setting. Higher-priority agents (lower number) are considered first within the selected strategy.

Queue Status

Each queue has an operational status that controls whether it accepts new conversations:

Status	Behavior
Active	The queue is fully operational and accepts new incoming conversations.
Paused	The queue stops accepting new conversations. Conversations already in the queue continue to be worked by assigned agents.

Toggle the status directly from the list view using the Status toggle switch, or from the queue configuration form.

Pausing a queue does not remove or reassign existing conversations — it only prevents new ones from entering. Use this when you need to temporarily stop routing to a queue without losing ongoing work.

Deleting a Queue

1. Click the ⋮ menu on the queue row.

2. Select Delete.

3. Confirm the deletion in the dialog.

A queue can only be deleted if it has no conversations currently associated with it. If conversations are present, the delete action is blocked both in the UI and on the server side.

Validation Rules

The following validation rules are enforced both in the form (client-side) and on the server:

Field	Rule
Display Name	Enter a name for the queue.
Distribution Strategy	Choose Round Robin, Least Active, or Random.
Max Queue Size	Enter 0 or a higher number. Use 0 for unlimited.
Agent → Priority	Choose a value from 1 to 10.
Agent → Max Concurrent Conversations	Enter 1 or a higher number.
Agent	Choose an account team member. Add each agent only once.
Channels	Choose available account channels. Add each channel only once.