A queue is the team-specific chat list to which all the agents in a team have access.

Any chat assigned to a team stays in the team’s queue until it is either manually picked up by an agent or assigned to an agent by a team manager.

Team managers can also configure the chats to directly assign them to the agents instead of assigning them to the team’s queue.

The queue displays the chats that are currently active irrespective of the channels or agents.

The agent can perform the following operations within a team’s queue:

The screenshot below shows the description of the main elements of each chat in the queue: