Queue priorities

Admin guide

If you have an agent in two more queues and both have conversations waiting, the agent will be offered the conversation from the queue with the highest priority, starting from 1, then 2 and so on.

  1. Go to Settings.
  2. Click on Queues.
  3. Click on Edit next to the queue you want to set a priority for.
  4. Set a priority for the queue. Queues with a priority of 1 will be offered first, then 2 and so on.
  5. Click on Save.
Setting queue priority

Queues with priority

In the above example conversations in Support will always be offered to agents before conversations in Sales.

Admin guides

Agent guides